> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jobrco.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Instructions and voice

> Write plain-language rules that shape how your employee speaks and when it escalates to you.

## 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

<CardGroup cols={2}>
  <Card title="Voice and tone" icon="comment">
    How you want the employee to sound: warm, brief, formal, friendly.
  </Card>

  <Card title="Do's and don'ts" icon="list-check">
    What to always do, and what to never do or say.
  </Card>

  <Card title="Escalation rules" icon="triangle-exclamation">
    Topics the employee must hand to you, for example pricing exceptions or refunds, even in auto mode.
  </Card>

  <Card title="Boundaries" icon="ban">
    Things the employee should not promise or decide on its own.
  </Card>
</CardGroup>

## Examples

<AccordionGroup>
  <Accordion title="Set the tone">
    "Reply in a warm, concise voice. Use short sentences. Never use jargon."
  </Accordion>

  <Accordion title="Force a review">
    "Always send anything about refunds or discounts to me for approval, even on auto channels."
  </Accordion>

  <Accordion title="Stay in bounds">
    "Never quote a price below our list price. If asked, say you will check and escalate to me."
  </Accordion>
</AccordionGroup>

<Tip>
  Keep instructions specific and short. A handful of clear rules works better than a long essay.
</Tip>

## Next

<CardGroup cols={2}>
  <Card title="Approval modes" icon="sliders" href="/control/approval-modes">
    Pair instructions with the right mode per channel.
  </Card>

  <Card title="The company brain" icon="brain" href="/concepts/the-company-brain">
    Instructions shape voice; the brain supplies the facts.
  </Card>
</CardGroup>