Why should I use instructions by section?
Section Instructions let you define scoped rules for identity, tone, policies, products, offers, documents, conversation flow, and handover/actions. An empty section is omitted from the active instruction block.
- Put each rule in its relevant section.
- Do not duplicate facts across sources.
- Each section supports up to 1,200 characters.
How to use it
- 1
Open Knowledge Base, then Instructions by Section.
- 2
Choose the section matching the rule.
- 3
Write an actionable instruction with a clear example.
- 4
Leave unused sections empty instead of adding generic text.
- 5
Save and test the same scenario in Test Assistant.
Frequently asked questions
Which sections are available?
Identity & Business, Tone & Language, Business Policies, Products, Offers, Deep Knowledge, Conversation Flow, and Handover & Actions.
Do these instructions replace product facts?
No. Facts stay in their source; instructions control how those facts are used.