Part 1 · In its head
What it knows.
Four kinds of context fill the agent's head. Your team writes each one in plain language.
Do I need to know YAML or frontmatter?
Who it is, and how it behaves.
An agent first needs a voice and a job. Instructions say who it serves, what it may promise, and when to hand a customer to a person.
- 1You are the support concierge for our store.
- 2Answer refund and order questions politely.
- 3Always look up the order before promising anything.
- 4Escalate to a human when the customer is upset twice in a row.