AI instructions: library and channel assignments

AI Instructions controls how your AI communicates and approaches a supported task. Published business facts and policies belong in Business Information and AI Knowledge Hub.

Availability follows the deployed workspace version. This guide describes the instruction-library release; an open PR alone does not make it available.

Two separate views

Open Business Assistant → AI Instructions:

• Channels & Workflows shows compact destination cards with the assigned instruction name, a short excerpt ending in “…” when longer, review status and AI activation state. Each card has one Update instruction button.
• Instruction Library is the only place to create or customize instructions. Assignment screens and their dialogs cannot create instructions.

Create an instruction in the library

1. Open Instruction Library → New instruction.
2. Choose Platform / experience and AI action / purpose. Only supported combinations are offered.
3. Start from a matching Incele example, or choose Write your own.
4. Edit the name, description and instruction text, choose Save instruction, review the scope, then confirm. Names must be unique within that workspace and platform, including across actions. Incele example names are reserved; example copies start with a distinct “· Copy” name that you can edit. The same saved name may be used for another platform.

Incele examples are read-only and versioned. Customizing one creates a private workspace copy; the example and other workspaces stay unchanged. Saving a new revision does not change instructions already applied to a destination.

Use instructions for tone, response length, follow-up preferences and suitable task guidance. Add shipping policies, product facts and opening hours as reviewed published knowledge instead of using instructions as an alternative factual database.

Assign and preview

Every supported destination has one suitable Incele default. Defaults work without editing, even while the associated AI feature is off. Choose one compatible instruction for the destination. Each instruction supports 20–6,000 characters.

Assignment lists show only the destination's platform and compatible action. For example, a Trendyol product-reply selector does not offer WhatsApp, Hepsiburada or daily-analysis instructions. A Hepsiburada post-order question is a separate supported action; this does not imply Trendyol post-order messaging support.

Choose Update instruction to open a compact review modal. The instruction body is read-only; use Open Instruction Library to edit or create content. You can select a matching saved revision and review its full text in the modal, then explicitly choose Apply instructions. The modal has one selector and a small Reset to default action. Platform safety rules, factual evidence, permissions, language resolution and credit rules remain authoritative. Applying instructions never enables AI, grants permissions, publishes knowledge or sends a message.

Manage from another screen

AI Chatbot, messaging and marketplace Automations show a compact assignment summary and Update instruction. Its modal contains compatible selection, a read-only preview and Open Instruction Library. The library link retains the platform, purpose and return destination. Creation happens inside the library; returning makes the saved instruction available for explicit selection. Unsaved settings and original assignments remain unchanged when you cancel.

Shopify and ikas expose the same server-owned assignments for the connected installation. Native mobile management has separate Channels & Workflows and Instruction Library views; it does not embed the web dashboard.

Shared sets and revisions

A workspace set can be reused across compatible destinations of its own platform and purpose. To use the idea on another platform, create a separate scoped copy. Editing an in-use set creates a new saved revision. Destinations keep their explicitly applied revisions until you review and apply an update. In-use sets must be replaced before deletion.

Instruction changes invalidate prepared work under the current execution guards. They do not retry an uncertain marketplace send or enable a stopped automation.

Optional setup review

Business Setup includes Review AI instructions as a recommended step. You can keep the defaults and mark them reviewed without changing their text. Review status belongs to the effective assignment revision. This step does not block onboarding, website publication, connecting stores or normal AI access.

Effective-text preview makes no model call and does not send a customer message. Normal AI use continues to follow the existing channel-specific credit rules.

Find and update instructions

Use the two tabs inside AI Instructions. Channels & Workflows shows each destination’s assigned instruction and a short excerpt. Choose Update instruction to read the full text or select another compatible instruction. Reset to default previews that destination’s Incele default; apply explicitly to save your choice.

Instruction Library shows your instructions alongside Incele defaults and examples in a compact table. Filter by Platform / experience, or choose Refresh to reload the table while keeping the selected platform. Use example opens an editable copy in a creation dialog; the original example stays unchanged. Create and edit instructions in the Library, then return to the destination to apply them. Closing an unsaved editor asks whether to discard your changes.