Global instructions

Status: Current | Last reviewed: 2026-09-10

Global instructions are a block of text injected into every agent's system prompt in your tenant — house rules like "always answer in the caller's language" or "never promise callbacks outside business hours", written once instead of pasted into every agent.

You need the tenant Admin role. Settings → Tenant Settings is visible only to tenant admins and platform admins — the Manage Configuration permission on its own is not enough, so operators won't see it.

Set the instructions

  1. Open Settings → Tenant Settings → Instructions.
  2. Keep Inject global instructions on (turning it off keeps the text but stops injecting it anywhere).
  3. Write the instructions (up to 4,000 characters). Keep it a preamble, not a second prompt — every agent and every stage gets it.
  4. Select Save.

Changes take effect on the next conversation. No restart, no republish.

Where agents see it

Every agent's prompt editor shows a row of auto-injected chips at the bottom of the prompt box. Your global instructions appear there as a chip — click it to read the text (with a pointer back to this screen) — alongside the platform's date/time chip and any guidance injected by capabilities such as Payments or Customer Authentication. An agent author can suppress the block for a single stage from that chip — the toggle is per stage, so the tenant-wide text stays the default everywhere else.

What's always injected

Separately from your instructions, the platform injects the current date and time into every prompt so agents never guess the date. That block is also visible (and per-stage suppressible) as a chip in the same strip.

See also