Practical Guide: How to Write Assistant Instructions
Once you have established the role your assistant will have (sales, support, marketing, etc.), the next important step is writing the instructions. Essentially, these instructions define the communication rules, key information, and tone that the AI assistant will use in interactions with customers. Below you will find some clear principles that will help you create correct and useful instructions.
Clarify the Main Objective
Before anything else, answer the question: What do I want to achieve at the end of the conversation? Practically: Write down the ultimate goal in one sentence. Thus, all the instructions you will write later will be aligned with this objective.
Sales Assistant
Support Assistant
Be Concise and Specific
Direct Language
Use direct and explicit language, avoiding complicated phrases.
Example (Good)
'Please respond politely, provide information about price, stock, and benefits. If the customer asks about technical specifications, show them the attached file.'
Example (Bad)
'In situations where the customer mentions words related to rates, possibly prices, currencies, and... etc.' (too vague, lacking concrete clarifications)
Avoid Long Instructions
Excessively long instructions can confuse the AI.
Set the Tone and Approach
Just as a real employee would respect the company's culture and values, the assistant must reflect the same style.
Indicate Clearly Formulated Rules and Limitations
The assistant must know what it is allowed and not allowed to do.
Sensitive Topics
Clearly define the topics the assistant should not address (e.g., politics, confidential information).
Privacy Policy
The assistant must not offer personal data if it is not permitted according to the privacy policy.
Escalation
Specify in which situations the assistant should notify a human operator (e.g., technical difficulties, very specific questions).
General Limitations
Any other limitations specific to your business.
If you want the assistant to provide correct and complete details, you must provide it with updated data
Provide Updated Data
Product Links
Links to product pages.
Files
Files (PDF, CSV) with specifications, prices, stocks.
Frequently Asked Questions
Frequently asked questions (FAQ) for prompt answers.
Access to Data
The AI assistant can consult these resources if you have given it access.
Build a 'Logical Thread' of the Conversation
Initial Question
Clarifications
Solution/Offer
Conclusion
Test and Adjust the Instructions
After writing the instructions, run a few conversation scenarios. Observe if the assistant responds appropriately. Whenever you identify an inappropriate message, return to the instructions and clarify. The adjustment process is continuous, especially when new situations arise along the way.
Does it respect the communication tone?
Does it provide the necessary information correctly and completely?
Does it respond or get lost when a new question arises?
Constantly adjust the instructions.
Examples of Short Instructions
Clear and structured instructions for the AI assistant are the key to effective communication with customers. Concise, concrete, and adapted to the needs of the business – these should be the basic principles when you configure your instructions.
1. Sales – Online Store
"Please introduce yourself: 'Hi! I'm the assistant of store X'. Answer questions about stock, price, and offers. If the customer hesitates, propose a 5% discount. If they ask for technical details, use the data from the attached PDF file."
2. Support – IT Company
"Respond politely to questions about software maintenance. Quickly identify the nature of the problem and provide instructions for resolution. If the problem is complex, write: 'Allow me to connect you with a human specialist' and stop."
Clear Instructions
By following this guide, you will create a 'virtual employee' much better prepared to interact with each customer and deliver the desired results.
In addition, don't forget to check and update them regularly, so that the assistant is always ready to respond promptly and correctly to any request.