Messaging Directives

Messaging Directives provide a way to configure AI behavior across all channels (Chat, Email, SMS) with both central directives that apply everywhere and channel-specific directives for fine-tuned control.

What are Messaging Directives?

Messaging Directives are instructions that guide how your AI assistants respond to customers. They consist of:

• Central Directive: Instructions that apply to all channels (Chat, Email, SMS, Voice)
• Channel Directives: Channel-specific instructions that override or extend central directives

Central Directive

The Central Directive applies to all communication channels:

• Chat: Web chat conversations
• Email: Email conversations
• SMS: Text message conversations
• Voice: Phone call conversations

Use Cases for Central Directive

• Brand Voice: Define your company's communication style
• General Policies: Set overall customer service policies
• Company Information: Provide context about your business
• Universal Guidelines: Rules that apply across all channels

Example Central Directive:

You are a friendly and professional customer service representative for Acme Corp.
Always be helpful, empathetic, and solution-oriented.
Our company values customer satisfaction above all else.

Channel Directives

Channel Directives are specific to each communication channel:

• Chat Directive: Instructions for web chat conversations
• Email Directive: Instructions for email conversations
• SMS Directive: Instructions for SMS/text conversations

How Channel Directives Work

Channel directives are combined with the central directive:

1. Central Directive is applied first
2. Channel Directive is appended (if provided)
3. Final Combined Directive is used by the AI

Example:

• Central: "Be friendly and professional"
• Chat: "Keep responses brief and conversational"
• Result: "Be friendly and professional. Keep responses brief and conversational"

Use Cases for Channel Directives

Chat Directive

• Keep responses concise (chat is typically shorter)
• Use emojis appropriately
• Respond quickly
• Handle multiple quick questions

Example Chat Directive:

Keep responses brief and conversational. Use emojis sparingly.
Respond as if in a real-time conversation.

Email Directive

• More formal tone
• Include proper greetings and closings
• Provide detailed information
• Professional formatting

Example Email Directive:

Use a professional tone with proper greetings and closings.
Provide comprehensive information and include next steps.
Format responses with clear paragraphs and bullet points when helpful.

SMS Directive

• Very brief responses
• Use abbreviations when appropriate
• Quick, actionable information
• Mobile-friendly format

Example SMS Directive:

Keep responses extremely brief (under 160 characters when possible).
Use clear, direct language. Include actionable next steps.

Managing Directives

Viewing Directives

1. Navigate to AI Assistant → Messaging Directives in the main navigation (or go to /messaging)
2. View current central and channel directives
3. See preview of combined directives

Editing Central Directive

1. Go to Central Directives tab
2. Enter or edit your central directive
3. Click Save to apply changes
4. Changes apply to all channels immediately

Editing Channel Directives

1. Go to Channel Directives tab
2. Select channel (Chat, Email, SMS)
3. Enter or edit channel-specific directive
4. Click Save to apply changes
5. Changes apply to that channel only

Directive Preview

Preview shows how directives are combined:

• Central Directive displayed first
• Channel Directive appended below
• Combined Result shown as it will be used

Tip: Use preview to verify directives combine correctly.

Best Practices

Central Directive

1. Keep It General: Focus on universal guidelines
2. Be Clear: Use clear, actionable language
3. Include Context: Provide business context
4. Set Tone: Define communication style

Channel Directives

1. Be Specific: Address channel-specific needs
2. Complement Central: Extend, don't contradict central directive
3. Consider Format: Account for channel limitations (character limits, etc.)
4. Test Changes: Test directive changes before deploying widely

Directive Structure

1. Start with Role: Define the AI's role
2. Add Context: Provide business context
3. Set Guidelines: Include behavior guidelines
4. Include Examples: Add examples when helpful

How Directives Are Used

In Conversations

When a conversation starts:

1. System loads central directive
2. System loads channel-specific directive (if exists)
3. Directives are combined
4. Combined directive is added to AI system prompt
5. AI uses directive to guide responses

With Training Context

Directives work alongside training context:

• Directives: Guide AI behavior and style
• Training Context: Provides business knowledge (products, documents, etc.)
• Both Combined: AI has both behavior guidance and knowledge

With Assistant Configuration

Directives complement assistant settings:

• Assistant System Prompt: Base prompt for the assistant
• Directives: Additional instructions layered on top
• Final Prompt: All combined for comprehensive guidance

Troubleshooting

Directives Not Applying

• Verify directives are saved
• Check if assistant is using directives
• Review conversation logs
• Ensure channel directive is for correct channel

Conflicting Instructions

• Review central and channel directives
• Ensure directives complement each other
• Check assistant system prompt for conflicts
• Simplify directives if too complex

Unexpected AI Behavior

• Review directive content
• Check directive preview
• Test with sample conversations
• Adjust directives based on results

Migration from System Prompt

If you previously used ai_config.system_prompt:

• It has been migrated to messaging_directives.central_directive
• Your existing system prompt is preserved
• You can now add channel-specific directives
• Update directives as needed

Next Steps

• Learn about AI Configuration - Assistant settings
• Learn about Assistants - How assistants work
• Learn about Training Context - Providing business knowledge