AI & AUTOMATION

Custom Instructions

Tell your AI how to behave, in plain language. Write instructions the way you would for ChatGPT or Claude — your brand voice, your policies, your rules. AeroChat follows them in every conversation, on top of the smart behaviors it already handles automatically.

Available on: Web · WhatsApp · Instagram · Messenger · Telegram · Email

Key Capabilities

  • Plain-language control — write instructions the same way you'd brief a new teammate; no rules engine, no syntax to learn.
  • Set your brand voice — tell the AI how to sound, from warm and casual to professional and concise.
  • Enforce your policies — bake in rules like "mention free shipping over $50" or "explain our 30-day returns policy and offer to start it."
  • Set boundaries — instruct it to never discuss competitors, never guess, or hand over to a human when unsure.
  • Smart behaviors built in — replying in the customer's language, staying on-brand, using your store data, and never fabricating answers are active by default, no setup needed.
  • Edit anytime — update your instructions and the change applies to every conversation from that point on.

Overview

A generic chatbot sounds generic — and off-brand replies, competitor mentions, or confident wrong answers can do real damage. Most tools either give you no control over tone and behavior, or bury it behind complex rule builders that need a specialist to configure.

Custom Instructions works the way you already think. You write, in plain English, how you want the AI to behave — its tone, the things it should always mention, the topics it should avoid, what to do when it's unsure — exactly as you'd set up Custom Instructions in ChatGPT or a Skill in Claude. AeroChat applies those instructions across every channel and every conversation. And you're not starting from zero: a set of smart behaviors is already active out of the box, so the AI replies in each customer's language, stays on-brand, draws on your store's product and policy data, hands off to a human when it can't confidently help, and never makes things up. Your instructions sit on top of that foundation, shaping the personality and rules that are specific to your business.

How It Works

1

Write your instructions

In plain language, describe the tone, rules, and must-mentions you want — like briefing a new support hire.

2

Save

One click applies your instructions to every conversation across every channel, instantly.

3

The AI follows them

On top of its built-in behaviors, the AI now reflects your voice and rules in every reply — and you can refine the instructions any time.

See It In Action

Scenario 1

A pricing rule, applied automatically

✦

Your instructions

Write in plain language

Be friendly and approachable. Use a warm, conversational tone. Always mention our free shipping on orders over $50. Never discuss competitor products or pricing.
Is the Summit jacket available in medium?
Yes, the Summit jacket is in stock in medium — it's $60. Since that's over $50, you'll get free shipping on this order. Want me to help you check out?

Why this wins: a single plain-language line changes how every relevant conversation goes. You set the rule once; the AI works it in naturally, every time — turning a product question into a nudge toward checkout.

Scenario 2

A tone rule, handled with empathy

✦

Your instructions

Write in plain language

Keep replies short and easy to scan. If a customer seems frustrated, acknowledge how they feel before offering a solution. Never make promises about delivery dates you can't confirm.
This is the second time my order's been delayed! Why??
I completely understand the frustration — a second delay isn't okay, and I'm sorry. Let me pull up your order right now and see exactly what's happening and how we can make it right.

Why this wins: tone is the hardest thing to get from a generic bot. One instruction makes the AI lead with empathy instead of jumping straight to logistics — protecting the relationship in the moments that matter most.

Setting It Up

  1. Open Custom Instructions in the dashboard.
  2. In the "Your instructions" box, write how you want the AI to behave in plain language — tone, must-mentions, topics to avoid, what to do when unsure.
  3. Click Save Instructions. Your rules apply to every conversation immediately.
  4. The "Built-in behaviors" panel shows what's already active — no setup required for those.

FAQ

Do I need to write instructions for it to work well?

No. The built-in behaviors — replying in the customer's language, staying on-brand, using your data, handing off when unsure, never fabricating — are active by default. Custom instructions just add your specific voice and rules on top.

How should I write my instructions?

In plain language, the same way you'd set up Custom Instructions in ChatGPT or a Skill in Claude. Simple, direct sentences work best — like "Be warm and concise" or "Never discuss competitor pricing."

What kinds of rules can I set?

Tone and personality, things to always mention (like promotions or policies), topics to avoid, and how to handle tricky moments — such as acknowledging a frustrated customer before offering a solution.

Do changes apply right away?

Yes. When you save, your updated instructions apply to every new conversation across all channels immediately.