Your AI agent learns from two sources: Knowledge and Guidance.
Knowledge is the information your AI agent can look up: help articles, canned responses, products, and past support conversations. The AI searches this automatically when customers ask questions.
Guidance is custom instructions you write to handle specific scenarios. Think of it like training a new teammate: you explain when a situation applies and exactly how to handle it.
Where to start
1. Test in the playground
Before changing anything, try your AI agent in the playground. Send it some test messages to see how it responds out of the box. This helps you understand what it can already do and where it needs guidance.
Go to AI Agent → Playground to start a test conversation.
2. Add guidance for common scenarios
Most support questions fall into a few categories: shipping status, returns, damaged items, order changes. Create guidance rules to handle these scenarios the way you want.
3. Build knowledge over time
As you handle real conversations, save great responses as text snippets. Add help articles and canned responses to give your AI more information to work with.
Commslayer also helps by automatically suggesting knowledge to save. When your team responds after an AI handover or edits an AI draft, you'll see a suggestion to save that response as a text snippet.