Create guidance for your customer service agent to follow

Guidance helps you shape how your customer service agent responds to customers by telling it exactly what to say or do in specific situations. This ensures your agent delivers accurate, helpful, and consistent support.

How guidance works

There are two types of guidance:

• Response guidance: Tells the agent exactly how to reply in a specific situation. You can provide a sample response, and use Markdown formatting to make replies more structured and engaging.

• Handoff guidance: Tells the agent when to escalate a conversation to a human, like when a question is too complex or sensitive.

Once enabled, the agent will automatically apply the relevant guidance whenever a matching trigger is detected.

Create guidance

You can create guidance for your customer service agent in two places: directly within Conversation review (ideal for responding to real customer interactions), or from the Guidance page (best for managing and organizing all your guidance entries).

Create guidance in ‘Conversation review’

Use this option when you want to add guidance based on a specific customer conversation.

1. In your agent settings, select Conversation review from the sidebar.

2. Select the conversation you want to review.

3. Select Review response on a response you want to add guidance for.

4. In the Guidance section, choose the type of guidance (Response or Handoff).

5. Define the trigger condition.

6. If you chose Response, enter a suggested response.

7. Select Save.

Create guidance on the ‘Guidance’ page

Use this option to create, review, and manage all your guidance entries in one place.

1. In your agent settings, select Guidance from the sidebar.

2. Select Add guidance.

3. Choose the type of guidance (Response or Handoff).

4. Define the trigger condition.

5. If you chose Response, enter a suggested response.

6. Select Save.

Test your guidance

After creating guidance, you can test to make sure your agent is using it.

1. Select the Test button from any page in your agent’s settings.

2. In the agent testing panel, ask a question related to your guidance trigger.

3. Check that the agent responds using the guidance you provided.