Team and organization
Team instructions
Team instructions are the owner-managed AI prompt that establishes organization identity, brand voice, and global rules for every Stand-in.
- Availability
- All plans
- Configured in
- Dashboard → Team → Team AI prompt
- Category
- Team and organization
- Reference status
- Current
What belongs in the team prompt
- Who the organization is and how it should present itself.
- The shared voice, terminology, and communication rules every Stand-in must follow.
- Global escalation, safety, or qualification rules that apply across sites.
- Stable organization-level context that should precede more specific site and Stand-in instructions.
Instruction order
| Order | Layer | Purpose |
|---|---|---|
| 1 | Team instructions | Organization-wide identity and rules. |
| 2 | Site instructions | Context and behavior for the current website. |
| 3 | Stand-in instructions | Specialization and behavior for the selected Stand-in. |
| Session | Private page context | Facts or task guidance for one activation. |
Create or edit the prompt
- Open Team as the owner and add or edit Team AI prompt.
- Write only rules that genuinely apply to every Stand-in.
- Review the plan-specific character counter.
- Save the prompt; use Cancel to discard the current edit.
- Remove or clear the prompt when no organization-wide layer is wanted.
Instructions versus knowledge
Instructions tell the Stand-in how to behave. A knowledge base supplies source material the Stand-in can retrieve when answering. Product specifications, long policies, and page collections belong in knowledge sources; a concise directive such as “Never estimate delivery dates” belongs in instructions.
Boundaries
- Only owners can manage the shared prompt.
- The prompt cannot exceed the plan’s current character entitlement.
- Changing it affects subsequent AI behavior and does not rewrite completed conversations.
- Human reps can see relevant context but are not technically forced to follow an AI prompt.