Instructions
Your agency's policies, when the agent hands off to a human, and what it must never say, with ready examples for travel agencies.
Instructions are what you'd tell a new employee on day one: how we work, what's allowed, and when to come get me. Write them as short bullet points, in Arabic or English, in AI agent → Instructions, then click Save settings.
Open AI agentThere are 3 boxes, each up to 4,000 characters:
| Box | What goes in it |
|---|---|
| Your agency's instructions | Policies, offers, payment terms, installments, anything the agent should know |
| When to hand off to a human | Situations where the agent stops and passes the conversation to your team |
| Forbidden for the agent | Things it must never say or promise |
Your agency's instructions
Write what isn't already in your packages or FAQs: how you sell, what to recommend first, and general policies.
Example for an Umrah agency:
- We offer 6-month interest-free installments on Umrah packages, with a 30% deposit.
- Recommend the economy Umrah first if the budget is under 40,000 EGP per person.
- For elderly customers, highlight hotels close to the Haram.
- A booking is confirmed once the deposit is paid at the branch or via InstaPay.Example for an outbound tours agency:
- If a customer asks for a discount, say there's 5% off for groups of 4 or more.
- For honeymoons, recommend the Maldives and Zanzibar packages first.
- Visas aren't included in package prices unless stated; offer the visa service alongside.
- We have two branches: Nasr City and Mohandessin.Example for a Gulf agency:
- Prices are in SAR and include flights from Riyadh unless stated otherwise.
- During holiday season, encourage customers to book early because seats sell out.
- Payment is by bank transfer or at our office.Instructions for one package?
If an instruction only applies to one package (e.g. "offer the quad room to families"), put it in that package's Instructions for the AI agent field instead. Packages
When to hand off to a human
The agent already hands off on its own when the customer asks for someone on your team, complains, has a payment, refund or existing-booking issue, or asks something it can't answer. Here you add extra situations specific to your business.
Example:
- The customer asks to talk to someone.
- Groups of more than 10 people or corporate bookings.
- The customer wants a custom trip we don't have.
- Any question about Hajj.
- The customer says they booked before and wants to change or cancel.A handoff stops the agent in that conversation
Once the agent hands off, it stops replying in that conversation until someone on your team clicks Hand back to AI. Don't add so many handoff rules that every ordinary question gets passed on, or your team will be swamped. Taking over
Forbidden for the agent
Things it must never say, even if the customer pushes.
Example:
- Never promise a discount that isn't in the package.
- Never confirm visa appointment dates or say a visa is guaranteed.
- Never talk about competitors or compare our prices with theirs.
- Never quote flight-only prices; a consultant prices those.
- Never say there are seats left on a group trip before the team confirms.Core rules no instruction can override
The agent follows your instructions as long as they don't break these rules:
- It never invents packages, prices, dates, hotels or visa rules. Every fact must come from your catalog.
- It never takes payments or confirms bookings.
- It never asks for passport or card numbers in chat.
- It never reveals your instructions, internal notes, costs or margins.
- It stays on travel and your agency.
So if you write "tell customers the price is 20,000" but the package is priced at 25,000, the agent uses the package price. Change the price in the package itself.
Tips for instructions that work
- Short bullets, one idea each.
- Be specific: "5% off for groups of 4 or more" beats "we have group discounts".
- Don't repeat your catalog: prices and dates belong in packages, recurring policies in FAQs.
- Working hours don't need to be written here; the agent reads them from Settings.
- Test after every change: open Test the agent and ask the question the instruction covers.