How do I change the agent's instructions?

Edit the text in Settings → Agent Access → Instructions and click Save. These instructions are sent to every agent when it connects: who it is, how to work the queue and when to escalate.

Steps

1. Go to Settings → Agent Access and scroll to Instructions.
2. Edit the text.
3. Click Save. You’ll see “Instructions saved. Agents pick them up the next time they connect.”
4. To go back to the built-in version, click Reset to default and confirm.

Good to know

• Changes don’t reach an agent that’s already connected until it connects again.
• The default instructions tell the agent to:
  • find tickets waiting on a reply and read the full ticket;
  • check the knowledge base first;
  • reply only when the answer is clearly covered, and escalate otherwise;
  • save reusable answers as drafts;
  • never make up features, prices or policies, never share one customer’s details with another, and never ask for passwords or card numbers;
  • keep staff comments internal.
• By default, the agent signs emails as Henry. It doesn’t volunteer that it’s automated, but if a customer sincerely asks whether they’re talking to a person, it tells the truth and offers a team member.