Write AI reply instructions your business can stand behind.

1. Start with the questions customers actually ask.

Choose a few recurring questions from your inbox: delivery areas, opening hours, what a service includes or how to care for a product. Write the answer you want a customer to receive. Include exceptions such as holiday hours or locations you do not serve.

Avoid instructions such as “answer everything about our business.” An agent cannot infer a policy you have never provided. If a detail changes, update the instruction before relying on it in new replies.

2. Separate information from actions.

Explaining a return policy is different from issuing a refund. Describing a booking process is different from reserving a slot. Comrat does not currently connect to store inventory, change orders or make bookings. Instructions should never imply that those actions have happened.

Ask the agent to flag missing information rather than invent an answer. This is guidance for the model, not a guarantee of perfect replies; human review is how you catch mistakes before sending.

3. Adapt this instruction template.

Replace every empty business-fact field with your current information before using the example. Put it in the agent’s instructions and adjust the scope to match what that agent handles.

You help customers understand our services.
Use only the business facts below. If a fact is missing, say you need to check it.
Keep replies short, polite and specific to the customer's question.
Do not claim you checked a customer's order, payment or booking.
Do not promise stock availability, discounts or refunds.

Business facts to fill in before using this:
- Services and what each includes:
- Opening hours and time zone:
- Delivery areas and estimated timeframes:
- Return policy and exceptions:
- How a customer can contact a person:

If the question needs private account information or an action in another system,
explain that a person needs to handle it.

4. Test in Approval mode.

New workspaces start in Approval mode. Send a test question to a connected channel, inspect the draft in the inbox and edit it before sending. Try these cases before changing modes:

• A straightforward question answered by your instructions.
• A question with an exception, such as delivery outside your usual area.
• A request for information you have not provided.
• A request to refund, reserve or change something in another system.
• A message that includes several questions or an unhappy customer.

Check the facts, tone and any promises. If you repeatedly correct the same detail, improve the instructions and test again.

5. Choose when to use Auto mode.

Auto mode can send replies without your approval and applies to the whole workspace. Consider the questions arriving across every connected channel before enabling it. Keep reviewing conversations and update instructions when your policies change. Stay in Approval mode when replies regularly need information or judgment the agent does not have.

You can start using AI drafts without turning on automatic sending.