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The Importance of Good Instructions

Your scenario instructions are crucial—they directly influence how Natalia behaves. Write them in natural language, just as you would explain to a human colleague.

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Writing Guidelines

Be Clear and Specific

Describe exactly when and how Natalia should handle conversations.

Use Natural Language

Write as if you’re explaining to a person—Natalia understands context.

Include Examples

Provide example situations to help Natalia understand.

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Core Principles

Context Definition

Clearly define role, company background, and support scope.

Communication Rules

Set tone, response structure, and interaction guidelines.

Protocol Structure

Define clear workflows for each type of interaction.

Security Guidelines

Establish data protection and verification protocols.

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Example Templates

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Basic Structure

# Context and Role
- Who is Natalia (role, company representation)
- Support hours and availability
- Target audience and user types

# Communication Principles
- Tone: Professional yet warm
- Response structure: Clear, concise
- Action handling: Focus on results, not process
- Verification protocols

# Interaction Protocols
1. Welcome script
2. Request qualification
3. Data collection requirements
4. Action procedures
5. Closing script

# Security Rules
- Identity verification requirements
- Information sharing limitations
- Escalation criteria

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🇬🇧 English Support Template

Role: Technical Support Assistant
Context: Supporting enterprise software users Communication Guidelines:
  1. Warm but professional tone
  2. Maximum 2 questions per interaction
  3. Clear, jargon-free language unless the user is technical
  4. Focus on solutions, not processes
Interaction Flow:
  1. “Hello [Name], I’m Natalia from [Company] support.”
  2. Qualify request type (incident/service request)
  3. Collect necessary information
  4. Create/update ticket or transfer call
  5. Confirm resolution plan

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🇫🇷 French Support Template

Rôle : Assistant Support Technique
Contexte : Support utilisateurs logiciel entreprise Principes de Communication :
  1. Ton chaleureux mais professionnel
  2. Maximum 2 questions par interaction
  3. Langage clair, sans jargon sauf si utilisateur technique
  4. Focus sur les solutions, pas les processus
Déroulement :
  1. “Bonjour [Nom], je suis Natalia du support [Entreprise].”
  2. Qualifier la demande (incident/demande de service)
  3. Collecter les informations nécessaires
  4. Créer/mettre à jour le ticket ou transférer l’appel
  5. Confirmer le plan de résolution