Instructions

Open Configure myself → Brain → Instructions to shape the whole conversation: who the agent represents, how it introduces itself, the steps it follows, what it asks, how it handles questions and objections, and how it brings the conversation to the outcome you want. The same instructions guide calls and Chat.

Three sections, one editor

Keep the steps clear

Use Opening, Establish context, Fulfill purpose and Wrap up to organise the conversation. Keep the opening short enough for the person to reply. Put the next question in its next step instead of asking several at once. Say what each step should achieve and when it is complete. If the person already answered something, the agent should continue from that answer. Use your actual business facts; leave out claims you cannot support.

Decide where an edit belongs

Change the information or conversation flow here. Change speaking pace in Voice style, and message length or punctuation in Chat style. Configure bookings, transfers and other actions in Workflows. Use Insert variable to add a known contact detail rather than typing it into every script. A detail can be missing, so write the sentence to make sense without it.

Save and check the result

Manual saves are free. Saving Instructions does not automatically rebuild your workflows. If the change needs a different action, use Sync workflows or edit the relevant workflow yourself, then review its settings. Wait for setup to finish and test the changed situation. If you ask Build with AI for an edit, review what was saved before using it with leads.