Tweaking

The Tweaking page lets you provide custom instructions that shape how Konrado.AI generates responses. Think of it as giving the AI a style guide and operational manual for your business.

What This Helps You Improve

Tweaking is where you encode the way your team should answer. Use it for policies, tone, escalation rules, formatting, and repeat troubleshooting guidance that is not captured cleanly in documentation pages.

Common Support Scenarios

Success Signals

• Agents make fewer edits before sending.
• Replies follow the same greeting, tone, and structure.
• Sensitive cases are escalated instead of answered too confidently.
• Reports quality improves after instruction updates.

Overview

Navigate to Tweaking in the sidebar. You'll see a rich text editor where you can write custom AI instructions.

Custom AI Instructions

The instructions editor supports rich text formatting:

• Bold, italic, strikethrough
• Headings (H1, H2, H3)
• Bullet and numbered lists
• Block quotes
• Inline code

What to Include

Your custom instructions should cover:

Tone and Voice

• How formal or casual should responses be?
• Should the AI use the customer's first name?
• Any specific greetings or sign-offs to use?

Business Rules

• Refund or cancellation policies
• Escalation criteria (when should the AI recommend involving a human?)
• Product-specific instructions

Technical Guidelines

• Common troubleshooting steps for frequent issues
• Links to specific documentation pages the AI should reference
• Server-specific information or common configurations

Formatting Preferences

• Should responses include step-by-step instructions?
• Maximum response length
• Whether to include links to documentation

Example Instructions

## Tone
- Be professional but friendly
- Use the customer's first name when available
- Sign off with "Best regards, [Company] Support Team"

## Policies
- For refund requests, direct customers to submit a ticket with subject "Refund Request"
- Never share internal server IP addresses
- Always recommend backing up data before making server changes

## Common Issues
- For "website not loading" tickets, first check if the service is active and not suspended
- For DNS-related questions, link to our DNS configuration guide at docs.example.com/dns
- For email issues, ask the customer to check their MX records first

Ready-to-Use Examples

Use these as starting points and adjust them to your company policy.

Tone

Write concise, friendly, professional replies.
Avoid over-explaining internal systems.
Use the customer's first name when available.
Do not promise an exact resolution time unless the ticket context contains one.

Refund policy

For refund requests, explain the policy briefly and ask for the service or invoice number if it is missing.
If the ticket suggests legal escalation, chargeback, or abuse, do not make a decision. Escalate to a senior support agent.

Escalation rules

Escalate tickets that involve data loss, security incidents, account ownership disputes, legal threats, abuse reports, or requests to change billing ownership.
When escalating, summarize the customer request and the context already checked.

Technical troubleshooting

For website-down tickets, first check whether the related service, domain, and server context are available.
If server context is missing, ask the customer for the affected domain and exact error message.
Never expose private IP addresses, tokens, passwords, or internal hostnames in customer-facing replies.

Saving Changes

After writing your instructions, click Save to apply them. Changes take effect immediately — the next AI-generated response will follow your updated instructions.

Tips

• Start with broad guidelines and refine based on the responses you see
• Be specific about edge cases — the AI follows instructions literally
• Use the Reports page to track how well the AI is performing after changes
• Review AI responses in the Tickets section to see your instructions in action