Writing better instructions for your AloAi SMS Agent

Your AloAi SMS Agent follows whatever you put in its instructions, but how those instructions are written directly affects how consistent its responses will be.

When instructions are unclear, too soft, or scattered, the bot can start giving mixed answers. It may respond correctly at the beginning of a conversation, then shift its answer later, especially when a customer repeats a question or asks it in a different way.

In most cases, this is not an issue with the bot itself. It usually means the instructions are not strong or clear enough to hold up during a full conversation.

This usually shows up in everyday sales or support scenarios.

For example, you might set rules like a promo being valid for 48 hours or requiring payment before confirming an order. At first, the bot follows these rules. But as the conversation continues, a customer might ask again or try to negotiate.

Instead of reinforcing the rule, the bot may give a flexible answer. It might suggest the promo is still available beyond the set timeframe or agree to a request that should not be allowed. This creates confusion and sets the wrong expectations for the customer.

What is happening here is simple. The bot is trying to balance your instructions with the flow of the conversation. If your rules are not written clearly or placed properly, they become easier to override.

The goal is to make your instructions clear, direct, and hard to misinterpret.

The way you phrase your instructions matters.

If something is important, it needs to be written in a way that leaves no room for interpretation. Instructions that sound like suggestions are easier for the bot to ignore as the conversation evolves. Instead of saying an offer is “usually valid,” state that it is valid for exactly 48 hours and that no other timeframe should be given.

❌ Weak:
"The offer is typically valid for around 48 hours, though timing may vary."

Instead of using soft language, write rules as clear, fixed statements. This removes any room for guessing and helps the bot stay consistent, even when customers push back or ask the same question in different ways.

✅ Strong:
"The offer is valid for exactly 48 hours from the time it was sent. Do not state any other timeframe under any circumstances."

Rules are not just about what the bot should say, but also what it should avoid.

Focus on non-negotiables such as pricing, availability, commitments, or limitations. If something is not allowed, say it clearly.

❌ Weak:
"We offer Plan A and Plan B to customers."

✅ Strong:
"We do not offer Plan C or custom arrangements. If a contact asks about these, tell them clearly that they are not available under this offer. Do not suggest otherwise."

Not all instructions carry the same weight.

Your most important rules should appear at the beginning of your instructions. These are the things the bot should never change or go against.

If these are placed too far down, they are more likely to be ignored as the conversation grows.

Conversations do not happen in a single message. They go back and forth.

To prevent this, restate your most important rules at the end of your instructions. A short reminder section helps keep the bot aligned during longer exchanges.

Common questions to pre-answer in your prompt:

Before going live, simulate a real conversation.

Ask your most important questions more than once, once at the start and again after several replies. The answer should stay the same. If it changes, the rule needs to be clearer or moved higher.

Conditional phrasing (if/then/unless) gives the model room to misinterpret the rule. Simplify wherever possible.

❌ Avoid:
"If the contact asks about upgrades, you can acknowledge their interest but clarify we do not offer them unless it is a special case approved by the team."

✅ Better:
"Upgrades are not available under this offer. If a contact asks, say: 'This offer does not include upgrades, but I would be happy to help with what is available.'"

After setting up your agent, review conversations regularly, especially in the first few days.

Look for responses that contradict your rules. When you find one, update the instruction to be more direct instead of assuming the issue will fix itself.

Clear and structured instructions lead to more predictable conversations.

Customers receive consistent answers, which reduces confusion and avoids setting the wrong expectations. At the same time, your team spends less time correcting responses or clarifying information.

Over time, this makes the bot more reliable and easier to manage as part of your workflow.