Tweaking

Fine-tune how the AI interprets requests, applies business rules, and maintains your brand voice

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.

Overview

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

Tweaking page with rich text editor

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

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.

You can update your instructions at any time. There's no need to re-process your knowledge base or restart any services.

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