There is a new AI Instructions page in your dashboard. Your refund and booking policies say what to do when something happens. These say how you work — the things you would have to explain to a new receptionist on their first day.
“We only take MOT bookings on weekday mornings.” “Never quote a price over the phone.” “Always ask which branch they mean.” Write it exactly as you would say it to a member of staff, and your receptionist follows it word for word.
Each rule is separate, and each can be switched off without deleting it. You choose when it applies — every conversation, or only bookings, cancellations, refunds, orders or prices — so a booking rule is never in the way on a refund call. You can mark a rule as something the assistant must never do, and set which rule wins when two of them pull in different directions.
Anything involving money can be set to hand over to you. Mark a rule “hand this to a person” and your receptionist will state it and pass the matter to your team rather than acting on it itself.
What changed
AI Instructions gives your receptionist practical guidance about how the business operates. It complements booking and refund policies with directions such as asking which branch a caller means or avoiding price quotes over the phone.
Each instruction can have its own scope, priority and enabled state. A rule for bookings can be kept out of unrelated refund conversations, and a rule that requires a person can direct a matter to your team.
Before and after
Before this update: The dedicated page for individually scoped operating instructions was not available. Policies described particular situations, but this release added a place for broader working practices.
With this update: You can write separate instructions, switch them off without deleting them, choose the conversations where they apply and decide which rule takes priority when instructions conflict.
What it means for you
Start with a small number of clear instructions that a new staff member could follow. For example, explain the branch question or the permitted booking period, then review relevant transcripts to check how the guidance is applied.
Instructions need to agree with your actual service hours, policies and records. Matters requiring a human decision, especially money-related ones, should be marked for handover rather than written as permission to promise an outcome.