What to tell your AI agent so it answers like your business
An AI agent only knows what you tell it. A one-page brief is usually enough for it to sound like you, give the right answers and know when to step back. Here is what to put in it.
The facts it needs
- Your opening hours, address and how to get there.
- Your prices, services or products, and what is included.
- How booking, ordering, delivery and returns work.
- Your policies on cancellations, deposits and refunds.
- The questions customers ask most, with the answers you would give.
How it should sound
Describe your tone in a sentence or two, such as "friendly and brief, first names, no jargon". Paste three or four real replies you have sent that you were happy with. Examples teach tone faster than rules do. Tell it to keep replies short, since people read chats on their phones.
What it must never do
- Make up a price, a date or a policy it was not given.
- Promise a refund, a discount or an exception.
- Give medical, legal or financial advice.
- Ask for card numbers or passwords in the chat.
- Message anyone who has asked it to stop.
When to pass the chat to you
List the conversations a person should handle and the words the agent should use when it hands over. Our article on handing a chat to a person has a starting list.
Test it before customers do
Message your own account from another phone and ask the questions customers ask. Try an awkward one too, such as a complaint. Adjust the brief until the answers sound right, and read a few real conversations each week to keep it up to date.
Pricing
FAQ
How long should the brief be?
A page or two is enough for most businesses. Clear facts and a few example replies matter more than length.
Does Spaces write the brief for me?
You write it in your AI agent, such as Claude or ChatGPT. Spaces connects that agent to your accounts and keeps every account inside safe limits.
What if my prices change?
Update the brief and the agent uses the new prices from its next reply.