Instructions
Teach the agent how your company works, when to hand off to a person, and what it must never say.
Write to the agent like you'd brief a new sales consultant on their first day. Instructions live on the AI agent page → Instructions card, in 3 boxes of up to 4,000 characters each. Click Save settings after editing.
The core rules always win
The agent follows your instructions as long as they don't break its core rules. If you write "always say the unit is available" or "confirm the viewing time", it won't: it never invents facts or confirms slots. Core rules
Your company's instructions
Areas you cover, reservation terms, offers, anything the agent should know. Example:
- We only work in New Cairo and Sheikh Zayed.
- Reservations are by cheque or bank transfer at the office; we never take money in chat.
- Always mention that the developer's payment plans can change before the reservation is signed.You can write in Arabic or English; the agent still replies in its own dialect.
When to hand off to a human
Situations where the agent stops and passes the conversation to your team. Example:
- The customer wants to negotiate the price.
- Budgets above 20 million or buying more than one unit.
- Any question about an existing contract or reservation.The agent already hands off when the customer asks for a person, complains, has a payment issue or wants to negotiate, so only add the cases specific to your company. Handoff
Forbidden for the agent
Things the agent must never say or promise. Example:
- Never promise a discount or a price hold.
- Never talk about expected rental yield or resale profit.
- Never talk about competitors' projects.Tips that make instructions work
- One rule per line, starting with a verb: "Say…", "Never…", "Hand off if…".
- Don't put prices or units here. Prices and payment plans belong in the catalog, and the agent reads them from there. Listings
- A rule for one unit or project? Put it in the Instructions for the AI agent box inside that listing or project, e.g. "The owner accepts up to 5% off for cash". The agent uses it to decide what to say but never repeats it to customers.
- Policy questions (reservation deposit, foreign ownership, registration fees) belong in FAQs, because the agent only answers those from your FAQs.
- Try every change in the test chat before saving it.