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Agent Best Practices

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Writing Effective Instructions

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Be Specific and Detailed

• Provide comprehensive information about your business, products, and services
• Explain your brand voice and communication style in detail
• Include specific examples of good responses for common scenarios
• Define boundaries clearly (what the agent should and shouldn’t do)

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Structure Your Instructions

• Use clear sections with headings for different topics
• Start with the most important information
• Include a brief “about the company” section
• Add specific handling instructions for different customer situations

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Example: Good vs. Basic Instructions

Answer customer questions about our online bookstore.

You are a customer service representative for ReadMore Books, an online bookstore specializing in fiction and non-fiction titles with fast shipping.

Tone: Friendly, helpful, and knowledgeable but concise. Use a conversational style without being overly casual.

When customers ask about:
- Book recommendations: Ask about their preferences first, then suggest 2-3 relevant titles with brief descriptions
- Shipping: Explain that we offer free shipping on orders over $25, with delivery in 2-3 business days
- Returns: Let them know we have a 30-day return policy for unused books in original condition

Always thank customers for their patience and ask if there's anything else they need help with.

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Capability Configuration

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Knowledge Base Best Practices

• Organize information in logical collections
• Keep documents focused on single topics
• Update your knowledge base regularly
• Test queries to ensure your agent finds relevant information

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Handover Configuration

• Create clear criteria for when handovers should occur
• Provide detailed handover instructions to your agent
• Ensure your agent collects necessary information before handover
• Configure proper notifications for your human agents

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E-commerce Configuration

• Ensure product data is up-to-date and complete
• Configure recommendation preferences based on business goals
• Test the checkout flow for a smooth customer experience
• Set up order tracking to provide accurate, timely information

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Guiding the Conversation

• Have your agent ask clarifying questions when needed
• Configure the agent to confirm understanding before proceeding
• Use structured responses for complex information

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Closing Conversations

• Ensure the agent confirms all issues are resolved
• Configure appropriate follow-up questions
• Set up a professional closing message

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Testing and Improvement

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Regular Testing

• Test your agent with different conversation scenarios
• Simulate common customer inquiries
• Check how capabilities work in real conversations
• Test edge cases and complex situations

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Analyze Conversations

• Review conversation transcripts regularly
• Look for patterns in successful and unsuccessful interactions
• Identify opportunities for improvement
• Update instructions and capabilities based on insights

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Iterative Improvement

• Make incremental changes to your agent’s configuration
• Test each change before making additional adjustments
• Gather user feedback to guide improvements
• Monitor key metrics like resolution rate and customer satisfaction

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Security and Privacy

• Configure your agent to avoid requesting sensitive information
• Set up proper data handling procedures
• Ensure compliance with relevant regulations
• Test security measures regularly