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Configure the ai's operating instructions

An Admin writes free-form instructions that steer how the AI Assistant behaves — what to emphasize, what to always mention, how to handle specific situations — supplied on every request alongside the persona and the retrieved sources.

When this happens: Admin opens Admin — AI Assistant — Instructions.

Step by step

  1. 1

    Open Admin — AI Assistant — Instructions.

    EasyCRM shows a text area with the current instructions and a character counter (max 4,000).

  2. 2

    Enters: Always mention our 30-day return policy when a customer asks about returns. Keep replies under 4 sentences unless the customer asks for detail.

  3. 3

    Click Save.

    EasyCRM checks the length, saves Instructions, and shows: Saved. The AI follows the new instructions from its next reply.

Other paths

Preview with test mode

Click Test with this wording before saving, which opens the sandbox pre-loaded with the unsaved draft instructions.

If something goes wrong

Instructions exceed the length limit

If text exceeds 4,000 characters. EasyCRM shows inline: Instructions must be 4,000 characters or fewer Save is blocked.

Good to know

  • Instructions are part of the context on every Auto Reply and Copilot request.
  • Instructions never override handover rules, forbidden topics or the groundedness policy — those are enforced independently after the AI responds.