Instructions come first
Instructions are your written rules for an employee. They are the strongest lever you have. They shape tone and behavior, and they can force a review even when a channel is set to auto. If an instruction says to escalate, the employee escalates. You write them on the instructions tab of each employee.What to put in your instructions
Voice and tone
How you want the employee to sound: warm, brief, formal, friendly.
Do's and don'ts
What to always do, and what to never do or say.
Escalation rules
Topics the employee must hand to you, for example pricing exceptions or refunds, even in auto mode.
Boundaries
Things the employee should not promise or decide on its own.
Examples
Set the tone
Set the tone
“Reply in a warm, concise voice. Use short sentences. Never use jargon.”
Force a review
Force a review
“Always send anything about refunds or discounts to me for approval, even on auto channels.”
Stay in bounds
Stay in bounds
“Never quote a price below our list price. If asked, say you will check and escalate to me.”
Next
Approval modes
Pair instructions with the right mode per channel.
The company brain
Instructions shape voice; the brain supplies the facts.