A guidance tells the AI Agent what to do when a specific situation comes up, like a customer asking for a refund. You write a trigger describing when it applies, and instructions for what the AI should do about it. Available to Managers and Admins.
Creating a guidance
- Go to AI Agent → Guidances and click Add guidance.
- Write a Name, just for your team, e.g.
Handle refund requests. - Write the Trigger: describe the situation or customer message that should activate it, e.g.
Customer asks for a refund or mentions they want their money back. Be specific, the AI uses this to decide when to apply it. - Write Instructions: step-by-step, what the AI should actually do, e.g.
Check the order status, verify it's within the 30-day return window.... - Click Save.
Starting from a template
Click Templates instead of writing one from scratch. It opens a library of pre-written guidances, like Order not found, Cancel order, Where is my order?, Return or refund request, Damaged or defective item, and Missing item from order. Picking one fills in the name, trigger, and instructions, which you can still edit before saving.
Activating, deactivating & deleting
Each guidance shows a Status badge, Active or Inactive. Click a guidance to edit it, or use its dropdown for Deactivate / Activate and Delete. Deleting asks you to confirm, it's permanent.
How guidances apply
There's no ordering or priority, each guidance independently matches its own trigger. Keep triggers specific and distinct so they don't overlap and conflict with each other.