Custom Instructions

Use Custom Instructions to define how your Nivon AI agent should respond and handle customer conversations.

What to include

Add instructions that give the agent context or define specific behavior, such as:

• Role: What the agent is responsible for.
• Business context: What your business offers and who it serves.
• Response rules: How the agent should structure and phrase responses.
• Support rules: How specific customer requests should be handled.
• Escalation: When the agent should hand a conversation to your team.
• Restrictions: What the agent should avoid or refuse to answer.

Example

You are a customer support agent for Acme.

Help customers with product, pricing, shipping, and account questions.

Use the knowledge available to you when answering questions. If you cannot confirm an answer, say so instead of making one up.

Keep responses clear and concise. Escalate the conversation when human support is required.

Write effective instructions

Keep instructions specific to your agent's role.

Define:

• What the agent should do
• How it should respond
• What it should avoid
• When it should involve your team

Avoid repeating settings already controlled by Tone of Voice, Answer Length, or Conversation Mode unless additional instructions are needed.

Add Custom Instructions

1. Open your AI agent.
2. Go to Agent Configuration.
3. Find Custom Instructions.
4. Enter your instructions.
5. Save the changes.