> ## Documentation Index
> Fetch the complete documentation index at: https://help.storetalk.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Writing effective Dos & Don'ts

> How to give your AI staff clear boundaries that actually work.

The Dos & Don'ts you set during onboarding are injected directly into the AI's instructions. Be specific — vague rules are often ignored.

## Examples

<CardGroup cols={2}>
  <Card title="Good Dos" icon="check" color="#1a7f5a">
    * Always greet customers by name
    * Mention free delivery on orders above ₹500
    * Recommend alternatives if a product is out of stock
    * End every response with an offer to help further
  </Card>

  <Card title="Good Don'ts" icon="xmark" color="#e8294a">
    * Never quote a price that isn't in the knowledge base
    * Never promise delivery dates
    * Never offer discounts without approval
    * Never discuss competitor products
  </Card>
</CardGroup>

<Tip>
  The Don'ts are more important than the Dos — focus on hard rules first. One specific Don't is worth more than five vague Dos.
</Tip>

## What makes a rule effective

| Weak rule (ignored) | Strong rule (followed)                                         |
| ------------------- | -------------------------------------------------------------- |
| "Be polite"         | "Always address the customer by their first name"              |
| "Don't overpromise" | "Never promise delivery in less than 3 days"                   |
| "Stay on topic"     | "Only answer questions about our products and policies"        |
| "Be helpful"        | "If you can't answer, say: 'Let me connect you with our team'" |

Specific, measurable rules work. Vague instructions that require the AI to make judgment calls often get ignored or misapplied.