Write Specialists the way the AI reads them
The “When to use” field is the only thing the AI reads when it picks a
Specialist. See Writing good
Specialists for what belongs in
each field.
Link actions and knowledge explicitly
Use
@Action: Name and @Knowledge: Name in your Specialist instructions.
This makes the AI more reliable than just describing them in prose.Be specific with handoff conditions
“Customer is frustrated” is better than “when appropriate”. The more
specific, the fewer surprises.
Test with the Simulator
The Simulator works for
both email and chat. Use it to test a full conversation flow before making
changes live.
Choose the right website lookup
Use import website for stable
content like FAQs. Use live URL
fetch when you need
dynamic URLs with parameters.
Use access levels correctly
“No sharing allowed” lets the AI use info for reasoning but not quote it.
“Internal use only” hides it from the AI Agent entirely.
Require human approval for sensitive actions
Enable this on actions like refunds. The AI will still prepare everything,
but a human confirms before execution.