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When tone and length aren’t enough, Advanced AI instructions let you guide your AI in your own words. Think of it as the extra coaching you’d give a new front-desk hire — how to phrase things, when to call a manager, and any rules unique to your business. By the end of this guide, you’ll have given your AI clear, specific guidance for the situations that matter most to you.

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Before you begin

  • You’ll need Admin or Manager access.
  • Set your tone and length in Rules first — instructions build on top of them.
  • Instructions apply to your whole account — the same guidance applies across every workspace and channel. (Facts like prices and FAQs are still set per workspace.)
1

Open System Instructions

  • Go to Cura AI and open the System Instructions tab.
The Guidance tab in Cura where you write advanced AI instructions
2

Set your communication style

The Communication style field is where you describe how the AI should talk, beyond tone and length.
  • Use plain instructions, e.g. “Always greet customers warmly and use their first name. Use emojis sparingly. Avoid medical jargon.”
  • Keep it specific and short — a few clear sentences work better than a long essay.
3

Set escalation & handoff guidance

The Escalation & handoff field tells the AI when to step back and bring in a human.
  • Spell out the moments that should always go to a person, e.g. “Hand off if a customer is upset, asks about surgical complications, or requests a refund.”
  • The AI also escalates automatically when a customer asks for a human or when it can’t help — this field adds your extra triggers on top.
4

Add any other guidance

The Other field is for anything that doesn’t fit the first two.
  • Business-specific rules, e.g. “We don’t quote prices for laser packages over the phone — invite the customer to book a consultation instead.”
  • Things to avoid, promotions to mention, or how to handle particular requests.
Your AI now follows your custom guidance in every conversation, across all workspaces.
5

Save and test

  • Save your changes, then send a test message to a connected channel to confirm the AI behaves as you intended.
Write instructions the way you’d brief a person. The AI reads them as guidance, so clear, concrete examples (“do this”, “never do that”) work far better than vague goals.
Instructions shape behaviour, not facts. Prices, policies, and treatment details still come from your Services, FAQs, and Knowledge Base.

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Troubleshooting

  • The AI isn’t following an instruction. Make it more specific and concrete. If it conflicts with your Knowledge Base or Services, the facts there still win.
  • The AI escalates too often (or too rarely). Tighten the wording in the Escalation & handoff field to describe exactly when to hand off.