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Guidance is the heart of your AI’s behavior - it defines how your AI agent responds to customers, what actions it can take, and when to apply specific instructions. With guidance, you ensure consistent, high-quality customer service that aligns with your brand and business policies. Each guidance rule consists of:
  • Instructions - What your AI should do and how to communicate
  • Enabled Tools - Which actions and integrations it can use
  • Audience - Who this guidance applies to (optional targeting)

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Core Components

Name - Descriptive identifier for organization (e.g., “Premium Customer Service”, “Refund Policy”) Instructions - Natural language description of what your AI should do, how to communicate, and what rules to follow Active Status - Toggle guidance on/off without deleting (only active guidance affects conversations) Allowed Tools - Which capabilities the AI can use with this guidance (e.g., search_products, offer_handoff) Audience - Optional targeting rules to apply guidance only to specific user segments, channels, or contexts

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How Guidance Works

Multiple Guidance Rules - All active guidance that matches the current audience is combined and given to your AI. The order matters for readability and logical grouping, but all matching guidance is used together. Automatic Tool Detection - Reference tools in instructions using inline code (e.g., `search_knowledge`), and botBrains automatically enables them. Liquid Templating - Personalize instructions using variables like {{user.first_name}} or {{conversation.channel_type}}. Use conditionals with {% if %} blocks for dynamic behavior. Live vs. Draft - Set guidance to draft while preparing new rules, then activate when ready to affect live conversations. Audience Targeting - Apply different guidance based on customer attributes (plan tier, location), channel (website, Zendesk, Slack), or conversation context.

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Examples

Name: Welcome MessageInstructions: “When a customer starts a conversation, greet them warmly and ask how you can help. Keep it brief and friendly.”Allowed Tools: None
Name: Process Refund RequestsInstructions:
When a customer requests a refund:
1. Look up their order using `search_orders`
2. Check if within our 30-day refund window
3. For eligible refunds: use `create_refund` and provide confirmation
4. For ineligible: explain policy and offer alternatives

Always be empathetic and professional.
Allowed Tools: search_orders, create_refundAudience: Customers with completed orders
Name: VIP Customer ServiceInstructions: “Provide exceptional service to VIP customers. Address by name, offer proactive solutions, and escalate immediately if you cannot fully resolve their issue.”Allowed Tools: search_knowledge, search_orders, assign_to_vip_teamAudience: user.customer_tier = "VIP"

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Common Use Cases

Encode return policies, warranty terms, service level agreements, and other business rules
Define when and how to hand off conversations to human agents
Guide customers through diagnostic steps for technical issues
Ensure AI responses follow regulatory requirements (GDPR, HIPAA, financial regulations)
Specify communication style, terminology to use or avoid, and personality traits
Create different guidance for different product lines or services
Adjust responses based on whether customers are on web chat, email, Slack, or other channels
Temporarily add guidance for sales events, product launches, or seasonal support needs

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Next Steps

Now that you understand guidance, explore related concepts:
  • Actions - Learn about the tools and integrations you can enable in guidance
  • Audiences - Create customer segments for targeted guidance
  • Instruct AI Agent - Complete guide to training your AI
  • Deployments - Manage and deploy profile versions safely