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Custom Instructions

A free-form text field where you can fine-tune how the email assistant behaves and responds to emails using natural language. These instructions are added on top of the assistant’s base programming so you can guide specific behaviors and edge cases. What you can control:
  • Specific phrasing preferences
  • Industry-specific terminology
  • How to handle certain types of questions or requests
  • When to escalate or suggest a human reply

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Examples of instructions

Product and policy guidance: 
When discussing sizes, always mention our free sizing guide.
Encourage customers to check our size chart before ordering.
Always mention our 30-day return policy when discussing purchases.
When unsure about product details, direct customers to contact support.
Tone and empathy: 
Reply in a supportive, helpful way.
Show empathy when customers express concerns or frustration.
Stay calm and professional even if the customer is upset.
Specific limitations: 
Don't make promises about delivery dates for custom orders.
Redirect questions about medical advice to consult a healthcare professional.
Do not provide specific pricing for B2B inquiries; direct to sales team.
Industry-specific (e.g. fashion): 
Use fashion-forward language when relevant.
When discussing clothing, mention styling tips and outfit ideas.
Emphasize our sustainable materials and ethical production.
Industry-specific (e.g. technical/B2B): 
Use precise technical terminology.
Reference documentation and technical specs when relevant.
Avoid oversimplification of complex topics.

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Best practices

Do: Be specific and clear; focus on 2–5 main directives; use simple, direct language; test and iterate; align with your brand guidelines. Don’t: Write overly long instructions (keep under 200 words); give conflicting directions; use vague language; include sensitive business logic; contradict your chosen Writing Style settings. Optimal length: 50–150 words, 2–5 specific instructions. For formatting, tone, emoji usage, and response structure, use the Writing Style & Email Structure section instead.