Roles and instructions
Which roles you can give an AI employee and how to write instructions so it replies the way your business needs.
Updated October 9, 2026
The role sets what an AI employee does and which tools it needs from the start. The instructions spell out exactly how it works in your company.
Roles
- Sales — answers questions about products and services, quotes prices, handles objections and hands the client over to a manager.
- Support — answers typical and technical questions from the knowledge base and passes complex requests to a person.
- Administrator — sorts incoming requests and emails, keeps data in order and creates tasks.
- Analyst — keeps an eye on the figures and answers questions about the data.
- Your own — any other job you describe yourself.
How to write instructions
- Describe the employee’s job in one or two sentences.
- List what it does: for example, advises on services and prices, takes requests, reminds clients of their visit.
- List what it doesn’t do: for example, doesn’t promise discounts, doesn’t discuss competitors, doesn’t change prices.
- Set the tone of voice and when to hand the conversation over to a person.
Knowledge base only
If you turn on Knowledge base only for an employee, it replies only with what is in your materials and offers to put the client in touch with a person for other questions.