Learn how to use Instructions in tawk.to AI Assist to control exactly how your AI agent behaves, no matter what a customer asks.
Unlike Knowledge, which your agent only draws on when relevant, Instructions are always active. This video covers what you can define in the Instructions field: your agent's role, tone, personality, greeting style, escalation procedure, and lead capture criteria. You'll also see how Instructions and Knowledge work together, and how to reset back to defaults if you need a clean start.
