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AI Response Style sets custom instructions for tone, phrasing and formatting. They apply to all AI-generated case responses for your account.

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Set answer guidelines

  1. In the IrisAgent dashboard, go to Deploy → Cases.
  2. In the AI Response Style section, write your instructions in Answer Guidelines (up to 2,000 characters).
  3. Click Save Guidelines.
Examples:
  • “Use a friendly and empathetic tone. Begin responses with a greeting.”
  • “Avoid step-by-step instructions when a support article link can be provided instead.”
  • “Keep responses concise and avoid technical jargon.”
  • “Always close by inviting the customer to reply if they need anything else.”
Guidelines change only how the answer is worded and presented. They do not change which knowledge base content the AI uses, and they will not make the AI add information that is not in your knowledge base. To change what the AI retrieves, see Search Term Rewrites. Need help? Email us.