Understanding deployed instructions
Your deployed instruction is the currently active configuration your agent uses to respond to customers. This is what customers interact with when they message your business through any connected channel. The deployed instruction is visible in your agent configuration dashboard.
Configuration methods
Manual editing. Edit instructions directly via the "Read" and "Edit Instruction" buttons, full control over content and formatting.
Configuration Wizard. A guided, conversational way to build instructions: it knows your current deployed instruction and available tools, leads you step by step, and the more detailed your answers, the better the result. It can build on your existing instruction or create one from scratch. The wizard keeps a 60-day history of events and conversations, and all interactions count toward your message usage.
Agent tools
Tools transform your agent from a simple chatbot into a functional business assistant. The agent does not know about spreadsheets, documents or product feeds you connected, it only knows about the tools it can use (such as product search or lead qualification). Available tools depend on your connected knowledge bases, integrations and toolkit settings.
Tool categories: internal tools to manage client statuses and labels, notify or switch to a human operator; knowledge-based tools for searching products or handoff to a product-search agent; integration-based tools for CRM lead/deal management, scheduling/booking, MCP-based tools, and more. The platform automatically exposes relevant tools based on what the agent has connected.
Best practices
Start simple. Begin with basic instructions and add complexity as you learn how your agent responds.
Test thoroughly. Use Test Chat to validate instructions and tools before deploying to customers.
Monitor and refine. Review real conversations to find where instructions or tool usage can improve.
Tool selection. Only enable tools your agent actually needs, too many options can lead to confusion in decision-making.