What belongs in AI Employee response instructions?
Use instructions for tone, operating rules, and when a customer should move to a human, rather than copying every business fact into the prompt. Keep rules clear and test their effect across more than one scenario.
Reply instructions describe how the AI should respond; business facts should remain in their proper knowledge source.
What to do
- 1
State the preferred language, tone, length, and formatting.
- 2
Define required customer details and when the AI must not guess.
- 3
Add explicit human-handoff rules with short examples.