> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getnatalia.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Writing your Scenario instructions

> Guidelines for creating clear and effective scenarios

## 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.

## Writing Guidelines

<CardGroup>
  <Card title="Be Clear and Specific" icon="pen">
    Describe exactly when and how Natalia should handle conversations.
  </Card>

  <Card title="Use Natural Language" icon="comments">
    Write as if you're explaining to a person—Natalia understands context.
  </Card>

  <Card title="Include Examples" icon="list-check">
    Provide example situations to help Natalia understand.
  </Card>
</CardGroup>

## Core Principles

<CardGroup cols={2}>
  <Card title="Context Definition" icon="sitemap">
    Clearly define role, company background, and support scope.
  </Card>

  <Card title="Communication Rules" icon="comments">
    Set tone, response structure, and interaction guidelines.
  </Card>

  <Card title="Protocol Structure" icon="list">
    Define clear workflows for each type of interaction.
  </Card>

  <Card title="Security Guidelines" icon="shield">
    Establish data protection and verification protocols.
  </Card>
</CardGroup>

## Example Templates

### Basic Structure

```md theme={null}
# 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
```

# 🇬🇧 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

# 🇫🇷 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