Write Clear Custom Instructions

Custom instructions are the rules your chatbot follows in every conversation. They're the difference between a bot that delights customers and one that embarrasses your brand.

What Are Custom Instructions?

Custom instructions are specific guidelines you write for your AI chatbot. They tell the bot what to do, what not to do, and how to handle specific situations. Think of them as a training manual for a new employee — except this employee reads and follows every word, every time.

What to Include in Your Instructions

Product Recommendations

• Should the bot recommend the most expensive items first, or the best value?
• Should it cross-sell accessories or related products?
• Are there specific products or categories you want to promote?
• Should the bot mention current sales or promotions?

Handling Competitors

• Should the bot never mention competitor names?
• How should it respond if a customer asks "Is this cheaper on Amazon?"
• Should it highlight your unique advantages instead of comparing prices?

Pricing and Discounts

• Can the bot offer discount codes or free shipping?
• Should it mention bulk pricing or loyalty programs?
• How should it handle price complaints?

Off-Topic Conversations

• What should the bot do when asked about politics, weather, or personal opinions?
• Should it politely redirect, or play along briefly before steering back?

Examples of Good Custom Instructions

What NOT to Say — Setting Boundaries

Equally important as what the bot should do is what it should never do:

• Never make delivery promises you can't guarantee ("It'll arrive by tomorrow" when you ship in 3–5 days)
• Never share internal information like profit margins, supplier names, or internal pricing
• Never blame the customer — even when the issue is clearly on their end
• Never invent products — Lobot validates all recommendations against your actual catalog
• Never discuss topics outside your business unless you explicitly allow it

How to Structure Your Instructions

Keep your instructions organized and scannable. We recommend this structure:

1. General behavior — overall tone, greeting style, response length preference
2. Product rules — what to recommend, prioritize, or avoid
3. Policies — shipping, returns, warranty information
4. Boundaries — topics to avoid, information not to share
5. Escalation triggers — when to hand off to a human

Key Takeaways

• Be specific — vague instructions lead to unpredictable behavior
• Cover both what to do and what not to do
• Organize instructions by category for clarity
• Update instructions regularly as your business evolves
• Review conversation logs to find gaps in your instructions