Sites and chat behavior
Site instructions
Site instructions provide private factual and behavioral context shared by Stand-ins when they answer on one matched Site. They sit between organization-wide Team instructions and each Stand-in’s individual instructions.
- Availability
- All plans
- Configured in
- Dashboard → Sites → select a Site → Site AI prompt
- Category
- Sites and chat behavior
- Reference status
- Current
Before you begin
Plan availability: All plans; Business provides a larger instruction field.
Prerequisite: Organization-owner access to an existing Site.
Key boundary: Site instructions are prompt context, not a crawl or document store. Long source material belongs in a knowledge base, and saving unsupported claims does not make them true.
Position in the instruction stack
| Order | Instruction layer |
|---|---|
| 1 | Team instructions establish organization-wide facts, policy, and behavior. |
| 2 | Site instructions add context for the website matched to this conversation. |
| 3 | Stand-in instructions add the selected Stand-in’s role and specialized behavior. |
Edit and clear Site context
- Open Sites, expand the Site, and edit Site AI prompt as an organization owner.
- Use the field for concise facts and rules that should apply to every relevant Stand-in on that Site.
- Save the change. New conversations on the matched Site use the saved instructions. Do not assume a running conversation has replaced the instructions it started with; start a fresh test to verify the change.
- Clearing and saving removes the Site layer and leaves Team and Stand-in instructions in place.
Plan limits
| Plan | Site instruction limit |
|---|---|
| Base | 4,000 characters per Site instruction field. |
| Pro | 4,000 characters per Site instruction field. |
| Business | 8,000 characters per Site instruction field. |
What belongs here
- Website-specific identity, audience, terminology, policies, and concise facts that apply broadly across its pages.
- Instructions about how Stand-ins should frame answers on this Site when those rules are not organization-wide.
- Not large manuals, frequently refreshed documentation, or collections of pages; use knowledge sources for retrievable material.
- Not path routing or reveal behavior; use Stand-in specialization and Chat widget behavior for those controls.
Visibility and boundaries
- Site instructions are private AI context and are not rendered as a visitor message.
- The matched Site supplies this instruction layer; other Site records do not inherit it. A reply can still quote or paraphrase information from its instructions, so this is not an access-control boundary.
- A prompt-builder draft remains editable customer text and does not attach files, inspect links, or change skills.
- Changing instructions does not rewrite completed History or messages already generated.