3. Write guidance notes

Guidance helps your agent respond in a way that suits your business. Use it for tone, useful questions and escalation boundaries; keep policies and other facts in your knowledge sources.

An Admin can edit workspace-specific guidance under AI agent → Setup → Guidance.

Writing guidance

1. Decide which behaviour you want to change.
2. Write a short instruction in plain language.
3. Keep the text within 2,000 characters.
4. Select Save.
5. Use Test to compare the response with the expected behaviour.

Example guidance:

When explaining a repair booking, use numbered steps. Ask one clarifying question if the customer's request is ambiguous. Refer individual repair decisions to the team.

This sets the style and boundaries. Put booking conditions in a FAQ, article, document or URL source so you can maintain them separately.

Agent instructions

Converso includes your guidance in the agent's instructions together with its name, tone, answer length and channel context. The product also supplies rules to answer from retrieved sources, avoid invented facts, and hand off when the customer asks for a person or no source answers the question.

Guidance is not an editor for the full system prompt and does not provide a supported way to override those rules. Avoid instructions such as “always answer even if the knowledge is missing.” They conflict with the intended handoff behaviour and make the configuration harder to test.

Conflicting knowledge

Factual sources have a priority: relevant corrections outrank FAQs, FAQs outrank help centre articles, and articles outrank files and crawled pages. This priority does not make contradictory content desirable. Remove or deactivate obsolete material when you find it.

Related guides: Build knowledge, Test and improve responses, Handoff.