This is one of the biggest changes we’ve made to how your AI agent responds - Guidance.

You now have super granular control over how your AI agent:

• Responds

• Asks follow-up questions

• Knows when it should hand conversations over to your human agents

It replaces Custom Instructions and you should see that you get a lot more control over your agent and much better performance from your instructions.

It is live now on all channels, just go to: Improve > Guidance in your dashboard, we’ve already migrated your old instructions.

To learn more about how to get the best from Guidance, check this out.