Skip to content
Elooo SystemHelp Center Go to website

Conversation AI

How to set the AI agent's goals and instructions

In AI Agents › Conversation AI, edit the agent and fill in the goals (what it should ask and achieve), the additional instructions (rules and limits, up to 2,000 characters) and the response style (concise, balanced or detailed).

Updated on

Before you start

  • You need an agent created in AI Agents › Conversation AI.
  • Write down first what the agent should achieve (for example, get the phone number and book a visit) and what it must never do.
Where to find it

AI Agents › Conversation AI › (your agent) › Edit

Step by step

Set the goals

  1. Open AI Agents › Conversation AI and click Edit on the agent.
  2. Go to the Bot Goals section.
  3. In Information Collection, check the details the agent should ask for (name, email, phone, street address, city).
  4. In Custom Questions / Objectives, add each goal in the order it should happen. Examples:
    • ask which service the customer is looking for;
    • ask a yes/no question to qualify (for example, "Are you already a customer?");
    • offer to book an appointment.
  5. Turn on Skip if Already Filled so the agent doesn't ask for details already on the contact.

Write the additional instructions

  1. On the same page, find Additional Instructions.
  2. Write the rules in short sentences, most important first. You have up to 2,000 characters. For example:
    • "You are the assistant for X Clinic. Only answer questions about our services."
    • "Never give prices. Say the team will send a quote."
    • "If you don't know the answer, say you'll check with the team. Don't make things up."
  3. Click Save.

Adjust reply length

  1. Still in the agent editor, scroll to Response Settings and turn it on.
  2. Choose the style:
    • Concise (about 30 words): quick replies, good for SMS and WhatsApp.
    • Balanced (about 80 words): most conversations.
    • Detailed (about 200 words): explanations and step-by-step help.
  3. Click Save.

Test

  1. Click to test the bot and ask the questions your customers usually ask.
  2. If a reply isn't right, adjust the instructions and test again.

Tips

  • Don't add word limits to the instructions if you use a response style: the two rules can clash and the AI becomes less predictable.
  • Put business facts (services, hours, address) in a knowledge base and keep the instructions for behavior rules only.
  • Each style's word count is a guideline, not a hard cap.

Common problems

  • The AI keeps sending long replies → Turn on Response Settings with the Concise style and remove any other length rule from the instructions.
  • The AI makes up answers → Add "if you don't know, don't make it up" to the instructions and connect a knowledge base with the right information. Turn on the email alert for when the bot doesn't know the answer.
  • The AI repeats questions the customer already answered → Turn on Skip if Already Filled in the goals.
  • I can't type any more in the instructions → You've hit the 2,000-character limit. Shorten the sentences or move factual information to the knowledge base.

Frequently asked questions

Does the response style change every agent?

No. It's saved per agent, so you can have a short one for WhatsApp and a detailed one for website chat.

Was this helpful?