> ## Documentation Index > Fetch the complete documentation index at: https://docs.open.cx/llms.txt > Use this file to discover all available pages before exploring further. # Training scenarios > Write behavioral rules and question-specific answers the AI honors, with draft, publish, versioning, and channel or segment targeting. A **training scenario** is a single instruction you write for the AI. Every scenario is either **behavioral** (the AI applies it on every message) or **scenario-specific** (the AI applies it when the customer asks a matching question). Scenarios are the fastest way to teach the AI something without connecting a source or writing an article. Add a scenario from [**AI Instructions**](https://platform.open.cx/ai-instructions) — click the **+** next to a directory in the sidebar. ## Behavioral vs. scenario-specific Pick the type that matches the job. You can change a scenario's type later, but the draft/published state resets when you do. | | Behavioral | Scenario-specific | | -------------------- | ------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | | **When it applies** | Every conversation, on every message | When the customer's question matches the scenario's trigger question | | **How it's matched** | Always on — injected before retrieval | Semantic search against the trigger question; top matches are injected | | **Good fit for** | Tone, formatting rules, policy reminders, things that must hold on every reply | "When customer asks X, say Y" — refund policy, business hours, known product limitation | | **Example trigger** | *(none)* | "How do I cancel my subscription?" | | **Example content** | "Always confirm the order ID before discussing shipping. Never share another customer's details." | "Cancel from Account → Billing. Your access continues through the end of the current billing period." | Scenario-specific instructions match on **meaning**, not exact text. "Can I cancel?" and "How do I end my subscription?" hit the same scenario as long as the trigger question covers the intent. ## Write a scenario Go to [**AI Instructions**](https://platform.open.cx/ai-instructions). Pick the directory where the scenario should live — or click **New directory** first if you want to organize it separately. Click **+ New scenario** in the sidebar. Give it a clear title (this is only shown inside the dashboard — the AI doesn't see it). Set the type to **Behavioral** or **Scenario-specific**. For scenario-specific, fill the trigger question with the way a customer would actually phrase it. Write the answer or rule in the content editor — plain language is fine; the AI will rephrase it in its own voice unless you tell it not to. Under **Visibility**, pick channels (Chat, Email, SMS, WhatsApp, Phone, etc.) and contact segments the scenario should apply to. Leave both empty to apply everywhere. Click **Publish**. The scenario takes effect on the next message across every channel you selected. Your draft is preserved — if you keep editing, you'll see a pending draft badge until you publish again. ## Common patterns Three canonical scenario-specific examples you can adapt. Each is written as the trigger question + the answer you want the AI to give. ``` Trigger: Can I get a refund? / Cancel my order / Money back Answer: We don't issue refunds directly, but I can help resolve the issue. Could you tell me what's not working so I can look into it? ``` ``` Trigger: What are your hours? / When are you open? / Business hours Answer: Support is available Monday–Friday, 9am–5pm EST. Outside those hours, leave a message and we'll reply on the next business day. ``` ``` Trigger: How much does it cost? / Pricing / Subscription fee Answer: Plans start at $49/month for Basic. Full pricing breakdown is at example.com/pricing — want me to walk through which plan fits your use case? ``` Keep answers in the voice you want the customer to hear — the AI will follow your phrasing closely on scenario-specific matches. ## Channel and segment targeting Leave the targeting fields empty unless you need the scope. When you set them: * **Channels** — comma-separated list. Valid values: Chat Widget, Email, SMS, WhatsApp, Phone, Slack, Instagram, Messenger, API. A scenario with channels set only fires on those channels. * **Segments** — OpenCX contact segments. A scenario restricted to segments only fires if the contact is a member of at least one listed segment. Anonymous conversations (no contact) never match segment-restricted scenarios. Setting **both** requires **both** to match. Use directory-level visibility to apply the same rule to a whole folder at once. ## Version history Every publish writes an immutable version you can review or roll back to. * **See versions** — open a scenario and click **History**. Each row shows the version number, who published it, and when. * **Roll back** — pick a version and click **Restore**. The content loads into your draft; nothing changes for customers until you publish. * **Drafts are not versioned.** Only published versions are kept. Save aggressively and publish when you're ready. ## Good to know Only the published version of a scenario is served at answer time. Drafts, including new unpublished scenarios, are invisible to the AI until you publish them. Drag a scenario in the sidebar to move it. Visibility settings on a directory (channels, segments) can be applied to every scenario inside with one action. A directory of 500 refund scenarios is harder to maintain than one Help Center article or a synced Zendesk category. Use scenarios for the things that would be lost in a long article — edge cases, policy carve-outs, overrides. When you mark an agent reply as "teach the AI" from a resolved session, OpenCX drafts a scenario-specific instruction pre-filled from the conversation. It lands as a draft — review and publish it the same way you would any other scenario. *** ## Related Documentation AI Profile, directories, and how direct training fits alongside the rest. Topic gating for when the AI should hand off instead of answer. Long-form content the AI cites in customer replies. Sync existing docs instead of rewriting them as scenarios.