Fernand's AI already knows your product. It draws on your knowledge base and past conversations to write grounded, relevant answers. What you couldn't shape, until now, were the instructions behind it: the tone, the format, and how it approaches each task.
AI Instructions changes that. From a single page in your settings, you can fine-tune every instruction the AI follows, so each reply, draft, summary, and help article matches how you work.
Instructions are grouped by where the AI shows up, so they're easy to find and tweak:
- Support widget — shape how your Messenger AI agent answers customers in live chat
- Composer — tune Smart Reply, AI Draft, and AI Summaries for your agents
- Knowledge base — control how articles, titles, and meta-descriptions get generated
Every instruction supports variables like ${contact_name} or ${agent_firstname}, so the AI can pull in real context as it writes. Add your brand voice, your product knowledge, and your own if-this-then-that rules.
Fine-tune your AI from Settings → AI Instructions. Included on every plan, at no extra cost.