Edit your Instructions
You want to shape how the agent behaves and what it tells customers, beyond the basic facts.
Your Instructions are the document the agent reads on every single conversation. New stores start from a canonical template with a standard set of sections; you fill in the store-specific parts.
How it's structured
The template has a fixed set of sections (your store overview, policies, how to handle common situations, escalation rules, and so on). Some sections only appear when a related capability is on — for example, product-related guidance shows only when product answers are enabled.
Two ways to edit
- Sections editor. Edit one section at a time. Each section shows a status badge so you can see what's complete, and you can reset a single section back to its default.
- Markdown editor. Edit the whole document as plain Markdown when you'd rather work in one place.
Switch between them freely. (If you have an older free-form Instructions document, it opens in the Markdown editor untouched.)
Steps
- Go to Training → Instructions.
- Work through the sections, or switch to Markdown for bulk edits.
- To draft store-specific sections fast, use the AI Instructions Builder (next article).
- Save. Use version history to review or roll back if needed.
Version history, reset & rollback
- Version history keeps prior versions; open the history popover to review or restore one.
- Reset to default returns a section (or the document) to the canonical template.
Troubleshooting
- A section I expected is missing → it's gated by a capability that's off → turn on the related capability (e.g. product answers) and it appears.
- An edit made the agent worse → roll back via version history.