Instructions and Tools

This guide covers how to configure your AI agent's instructions and enable tools that allow it to perform actions beyond just answering questions.

Understanding Deployed Instructions

Your deployed instruction is the currently active configuration that your agent uses to respond to customers. This is what customers interact with when they message your business through any connected channel. The deployed instruction is visible in your agent configuration dashboard

Configuration Methods

Manual Editing

You can directly edit instructions by clicking "Read" and "Edit Instruction" button. This gives you full control over the instruction content and formatting.

Configuration Wizard

The wizard provides a guided, conversational approach to building instructions:

• Intelligent Context: The wizard knows your current deployed instruction and available tools
• Step-by-Step Process: It leads you through questions to build comprehensive instructions
• Constructive Dialogue: The more detailed your responses, the better the resulting instruction
• Smart Deployment: Can either build on your existing instruction or create one from scratch

The wizard maintains a 60-day history of events and conversations, with all interactions counting toward your message usage.

Agent Tools

Tools transform your agent from a simple chatbot into a functional business assistant. Agent does not know about things like spreadsheets, documents or product feeds you connected, it only knows about tools it can use for certain things such as product search or lead qualification, and the available tools depend on your connected knowledge bases, integrations, toolkit setting.

Tool Categories

• internal tools to manage client statuses and labels, notify or switch to human operator
• knowledge-based tools for searching products or handoff to product search agent.
• integration-based tools for CRM lead/deal management, scheduling/booking, MCP based tools, etc.

The platform automatically exposes relevant tools based on what current agent has connected.

Video Demonstration

Best Practices

Start Simple: Begin with basic instructions and gradually add complexity as you understand how your agent responds to different scenarios.

Test Thoroughly: Use the Test Chat feature to validate your instructions and tool configurations before deploying to customers.

Monitor and Refine: Regularly review actual customer conversations to identify areas where instructions or tool usage can be improved.

Tool Selection: Only enable tools that your agent will actually need - too many options can sometimes lead to confusion in decision-making.