## 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.