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Overview

AI Response Style lets you give the AI custom instructions for how it should respond to cases. These guidelines control tone, phrasing, and formatting, and apply to all AI-generated case responses for your account. To configure it, open the IrisAgent dashboard, go to Deploy in the left navigation, and select Cases.

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Setting Answer Guidelines

  1. On the Cases page, find the AI Response Style section.
  2. In the Answer Guidelines box, describe how you want the AI to respond. You can use up to 2000 characters.
  3. Click Save Guidelines.
Some examples of guidelines you can set:
  • “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 affect only the wording and presentation of the answer. They do not change which knowledge base content the AI draws from, and they will not cause the AI to fabricate information that is not in your knowledge base. To change which knowledge base content the AI retrieves, see Search Term Rewrites. If you need help configuring your AI response style, reach out by sending us an email.