How to write your AI worker's manual

The manual is where your AI worker's know-how lives: what it answers, which rules it follows and what it can't say. When the worker gets something wrong, the fix is almost always a clearer rule.

The good news: you don't have to write it from scratch. You teach it almost everything by talking.

The easiest way: tell it in its chat

Open the worker's chat and write to it the way you'd talk to a new employee:

• "If the customer asks for an invoice, ask for their ID number."
• "Orders after 10 p.m. are delivered the next day."
• "Don't promise exact delivery times."

The worker decides where each thing goes: a price goes to the catalog, opening hours go to its schedule and a rule goes to its manual. Before saving, it shows you how it will look. Click Save or reply "yes". If you change your mind, tell it: "undo the cheese thing".

Where the manual is

If you want to see it all:

1. Open the worker's profile (or go to My account > Your business > Workers).
2. Go to How they work.
3. Open Training. That's the manual.

The same section has Knowledge, to upload documents the worker can look up, and Catalog, with what it sells.

What to teach it

Think of the instructions you'd give a new hire on their first day. They cover three things:

What it answers

What customers ask every day: opening hours, delivery areas, payment methods, wait times, how to place an order or book an appointment.

Which rules it follows

How it should act. For example:

• "Before confirming a delivery, ask for the location on WhatsApp."
• "If the customer asks for an invoice, ask for their ID number."
• "Orders after 10 p.m. are delivered the next day."

What it can't say

The limits. For example:

• "Don't promise exact delivery times."
• "Don't offer discounts that aren't in the catalog."
• "Don't give diagnoses; book an appointment with the professional."

How to say it well

• Short, concrete sentences. "We're open Monday to Saturday, 11 a.m. to 9 p.m." works better than "we have long hours".
• One rule per sentence. It's easier to review and fix.
• Prices belong in the catalog. Don't write them as rules. If a price changes, change it in the catalog (or tell the worker) and you're done.
• Tell it what to do when it doesn't know. For example: "If you don't know the answer, ask the team; don't make it up."

When it doesn't know something

A good worker doesn't make things up. It has two ways out:

• Ask and wait. It asks a person on your team and waits for the answer before replying to the customer. Those questions show up in Inbox > Questions.
• Ask for help. It hands the conversation to a person. You decide when on the worker's profile, under What they say > Ask for help. Those conversations show up in the Inbox.

Some conversations are better handled by someone on your team: a complaint, a special order, an upset customer.

Fix answers on real conversations

You don't have to predict everything upfront. The most useful approach is to correct real cases.

If you spot a mistake in a chat, tell the worker in its chat: "Yesterday you told a customer we don't deliver to Bello. We do, and it's 8,000." It shows you how it will look and you save it.

If you have Sandbox on, every reply waits for your approval in the Inbox:

1. Open the chat in Inbox > Chats.
2. Edit the reply the worker drafted.
3. Click Send edited.
4. Click Add to the manual. The correction goes into the manual as an approved answer and the worker uses it from then on.

That way the manual grows with the cases you actually get.

Test every change

After teaching it something, try it in its test chat, a chat nobody else sees:

1. On the worker's profile, click Try it (or Open test chat, if you still see the go-live checklist).
2. Ask the same question that went wrong before.
3. Check that it now answers the way you want.
4. Also try hard questions: something you don't sell, a customer asking for a discount, an address outside your area.

Next step

To see how many conversations your plan includes, continue with How the free plan works.