Scenarios

What it's for

A scenario is a named instruction that your agent applies depending on the customer's situation. Instead of mixing everything into the personality, you define clear procedures that the AI follows at the right moment.

Example: a "Refund request" scenario whose instruction is "Ask for the order number, then check the return policy before answering". When a customer mentions a refund, the AI applies exactly this procedure.

Create a scenario

1. Open your agent in AI Agents.
2. Go to the Scenarios tab.
3. Click to add a scenario.
4. Give it a clear title (for example "Refund request").
5. Write the instruction: what the AI should do in this situation, step by step.
6. Save.

Enable or disable a scenario

Each scenario can be enabled or disabled without being deleted. Handy, for example, to enable an "End-of-year promo" scenario only during that period.

1. In the Scenarios tab, find the scenario you want.
2. Use the toggle to enable or disable it.
3. A disabled scenario is no longer applied by the AI but is kept for later.

💡 Tip — Write short, concrete instructions. A "ask X, then do Y" instruction is followed better than a long paragraph.