Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Telling the AI how your company writes. Half an hour here decides whether agents use the suggestions at all.
Set them
- Open the AI settings in Admin Center.
- Open the communication guidelines.
- Describe how replies should sound.
- Save, then look at a few suggestions to hear the effect.
- Adjust once the team has used it for a week.
Be concrete
"Friendly and professional" produces nothing, because it describes every support team ever. "Short sentences. Address the customer informally. Never apologise twice. Always end with what happens next" produces a recognisable style.
Take the rules from your best replies
Read ten replies from the agent everybody agrees writes well, and write down what they do. That is your guideline, and it is far more accurate than anything composed in the abstract.
Say what to avoid
Jargon, internal terms, hedging, over-apologising. Prohibitions are easier for a generative system to follow than aspirations, and they are what stops the corporate register creeping back in.
Cover formality explicitly
In languages that distinguish formal and informal address, say which you use. Getting this wrong is immediately noticeable to a customer and invisible to somebody reviewing the settings in another language.
Length is a guideline too
If your team keeps replies to a few sentences, say so. The default tendency is towards longer and more elaborate, which reads as padded.
Revisit after the first week
Agents will report suggestions that sound wrong. That feedback is exactly what the guidelines are for, and it is worth one revision after real use.
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