Add business context
Learn how to use the business context field in the Interlinked onboarding wizard to give your AI agent custom rules, instructions, and business-specific knowledge.
What this step does
The business context step gives you a free-text area where you can write any additional information, rules, or instructions that the AI agent should follow when talking to customers. This is one of the most powerful customization tools in the wizard because it lets you shape the AI’s behavior in ways that go beyond the structured configuration.
Think of business context as a direct instruction manual for your AI agent. Everything you write here becomes part of the AI’s knowledge base and affects how it responds in every conversation.
Screenshot: The business context step showing the free-text area with character counter
Character limit
The business context field has a maximum of 5,000 characters. This is enough for detailed business rules, special instructions, and important information the AI needs to know.
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.”
- “Always type in uppercase.”
- “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.”
Tip
The more specific your context, the better the AI performs. Instead of "be helpful", write "always suggest related products after the customer adds an item to the cart." Concrete instructions produce better results than vague guidelines.
How the AI uses this context
The business context is fed directly into the AI agent’s system prompt. This means:
- The AI reads this information before every conversation.
- It influences tone, word choice, and decision-making.
- It acts as a baseline set of rules that the AI follows alongside the workflow-specific behavior.
Important
The business context is powerful but not infallible. The AI follows these instructions as guidelines, not as hard-coded rules. If a customer asks something that conflicts with your context, the AI will do its best to follow your instructions, but complex or contradictory scenarios may require human intervention.
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 AI Config wizard.
However, businesses that provide detailed context consistently report better AI performance and higher customer satisfaction.
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.
Related in Interlinked
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