How to use custom instructions for your agent
Custom instructions allow you to effectively personalize your agent's communication, ensuring consistency and alignment with your institution's brand and messaging goals. This guide outlines how you can leverage custom instructions across all communication channels: messages, emails, and phone calls.
What are custom instructions?
Custom instructions enable you to define guidelines for how your agent communicates, helping to ensure consistent, clear, and relevant messaging across various interactions with prospective students.
When to use custom instructions
You can use custom instructions to:
Standardize messaging style and content across all communication methods.
Emphasize general programs, benefits, or information relevant to your institution.
Note: Custom instructions cannot disable any specific communication channel.
Tips for writing effective custom instructions
Be clear and direct
Use clear, straightforward language to ensure the AI agent understands your intent.
Prioritize key messages
Clearly define the most important messages you want to convey, ensuring these messages are always highlighted.
Customize by communication mode
Adjust your messaging instructions based on the channel, whether it's email, messaging, or phone calls, ensuring each interaction is optimized for its format.
General guidelines for custom instructions
Establish broad guidelines to consistently reflect your institution’s preferred communication style.
Tone and Language
“Use a warm, engaging, and professional tone.”
“Avoid jargon; keep language accessible and clear.”
Length and formatting
Length: “Emails should be concise, ideally under 100 words, with key points upfront.”
Formatting: “Use bullet points or clear paragraphs to structure key information.”
Consistent branding and personalization
Branding: “Consistently start all communications with our school’s name or a welcoming phrase from our institution.”
Personalization: “Always address students personally, using a friendly and engaging approach.”
Examples of common custom instructions across different agents
Event promotion (One Stop/ Recruiter)
“Regularly invite students to attend upcoming events and information sessions through various communication methods.”
Deadline reminders (One Stop)
“When a student inquires about registration, course changes, or administrative processes, provide not only the requested info but also remind them of any related deadlines (like add/drop dates, tuition payment deadlines, or graduation filing dates).”
Program highlights (Recruiter)
"Regularly feature general highlights about our programs, facilities, or campus life in communications.”