What lives here
AI Profile — the agent's persona and ground rules
AI Profile — the agent's persona and ground rules
A single system prompt that defines who the agent is, the tone it uses, and the rules it never breaks. It’s injected into every conversation before retrieval runs. Edit it as rich text; the editor keeps a draft alongside the published version so you can revise without affecting live conversations until you hit Publish.
Training scenarios — specific things to say or do
Training scenarios — specific things to say or do
Discrete instructions the AI applies on top of the profile. Each scenario has a type: Behavioral (always active — tone, formatting, policy reminders) or Scenario-specific (triggered when the customer’s question matches). Scenarios carry their own draft/published lifecycle and version history. See Training scenarios.
Directories — folders for your scenarios
Directories — folders for your scenarios
Group scenarios by team, product area, or channel. Directories are flat org-wide — no nesting. Moving a scenario between directories is a drag; visibility settings (channels, segments) can be applied to a whole directory at once.
Version history per scenario
Version history per scenario
Every publish of a training scenario writes an immutable version. Open the history panel on any scenario to see who published what and when, and roll back — a rollback populates the draft with the old content so you can review before republishing. The AI Profile is a single mutable document and does not keep version history.
When to use AI Instructions vs. the other pillars
Pick the surface closest to where your content already lives. Don’t retype things you can sync.| Pick this when… | Use |
|---|---|
| The rule is universal (tone, never reveal pricing, always confirm order ID) | AI Instructions — AI Profile or a Behavioral scenario |
| You have a specific question and a specific answer that’s too important to rely on retrieval | AI Instructions — Scenario-specific |
| The content is a customer-facing article you’d want on a public Help Center anyway | Help Center |
| The content already lives in Zendesk, Notion, Confluence, GitBook, Shopify, Intercom, Front, Freshdesk, or a website | Knowledge Sources |
Draft, publish, and what the AI sees
Every document in AI Instructions — the profile and every scenario — has a published state and a draft state.- The draft is what you see while editing. It is never served to a customer.
- Publishing copies the draft over the live version. For scenarios, a new immutable version is written so you can roll back later.
- Discarding a draft wipes your unsaved changes and reverts to whatever is currently live.
Related Documentation
Training scenarios
Behavioral vs. scenario-specific, channel and segment targeting, version history.
Help Center
Author customer-facing articles that also train the AI.
Knowledge Sources
Sync content from Zendesk, Notion, Confluence, and more.
Agent Knowledge overview
The three ways OpenCX learns what to say.