Instruction block

If you ever need to provide additional instructions to your AI Agent about how to help customers, you can use the Instruction block to coach it directly, so you can provide instructions in plain language without having to worry about writing exact phrasing.

For example, if you have an Action that retrieves a list of the customer’s recent order items, you can use the Instruction block to tell your AI Agent to send the customer a list of those items and ask them confirm which item they’re asking about.

We recommend against inserting an Instruction block directly before a block that either captures or uses a variable.

Your AI Agent typically pauses so it can capture information in a variable, or process information in a Conditional block, but it doesn’t pause when it’s gathering information with an Instruction block. Putting an Instruction block before a block with a variable in it might get in the way of the usual pauses for customer inputs and cause odd pacing.
If you need to gather information from a customer to run an Action, or evaluate a conditional block, use an auto-capture variable instead.

For example, if you want to present a list of options to a customer, then gather which option your customer wants to proceed with, use an Instruction block to instruct your AI Agent to present the list of options, then an auto-capture variable to gather the option your customer wants to proceed with.