Add business context

What this step does

The business context step gives you a free-text area where you can write additional information, rules, or instructions that the AI agent should use when talking to customers. It complements the structured workflow, catalog, service, channel, and payment settings.

Think of business context as a practical operating brief for your AI agent. Write only information you want the agent to use in customer conversations.

Character limit

The field accepts up to 5,000 characters. Keep the most important rules specific and easy to follow.

What to include

Here are some effective examples of business context you can provide:

Business rules and policies

Tell the AI about your specific business rules:

• “We do not offer refunds on sale items.”
• “All orders over $500 MXN get free shipping.”
• “Appointments must be booked at least 24 hours in advance.”
• “We are closed on Sundays and public holidays.”

Communication instructions

Shape how the AI communicates:

• “Always greet the customer by their first name if known.”
• “Never share internal pricing with customers.”
• “If a customer asks about a competitor, acknowledge their question but redirect to our unique features.”
• “Use formal Spanish when responding.”

Product-specific knowledge

Add context that goes beyond what is in your catalog:

• “Our best seller is the Classic Leather Bag — recommend it when customers are undecided.”
• “The Signature Blend coffee is temporarily out of stock. Suggest the Reserve Blend as an alternative.”
• “Sizes run small — recommend customers order one size up.”

Frequently asked questions

Pre-answer common customer questions:

• “Our return policy is 30 days for unused items with original packaging.”
• “Shipping typically takes 3-5 business days within Mexico.”
• “We accept bank transfers only. We do not accept credit cards.”

How the AI uses this context

The agent uses this information alongside its selected workflow and other configured business information. It can influence tone, wording, and answers, but it does not replace required workflow data such as product prices, payment readiness, locations, or calendar availability.

This step is optional

The business context field is completely optional. You can leave it empty and click Continue to move on. You can always come back and add or update this context later from the agent’s Guided configuration or Knowledge settings. See Configure an AI agent.

Specific, current context is more useful than a long list of vague instructions.

What to do next

After adding your business context (or leaving it empty for now), click Continue to proceed to Connect channels, where you will link your WhatsApp, Instagram, and Facebook Messenger accounts.