This article explains how Hugo instructions work and how to write prompts that shape the AI Agent's behavior clearly.

Instructions define how Hugo should behave when answering users: tone, boundaries, escalation habits, formatting preferences, and other response rules. They should not replace training resources; factual knowledge belongs in AI Agent → Train.

Watch the Instructions walkthrough

If you prefer a quick visual walkthrough, this video shows how to structure, write, and manage Hugo AI instructions step by step directly inside Crisp.

What are Instructions

Instructions are Hugo's prompting rules. They essentially are global behavior prompts allowing you to shape Hugo's behavior when he's handling conversations.

They don’t answer questions themselves, they are here to shape how Hugo thinks, speaks, and acts in every situation.

With Instructions, you can for instance define:

• ✔ Tone & personality → professional, friendly, concise, empathetic...
• ✔ Communication rules → answer length, emoji usage, enforce formal language, usage of bullet points or paragraphs...
• ✔ Boundaries → diverting from certain topics, topics to avoid or to recommend...
• ✔ Reasoning style → asking for clarification, providing suggestions, avoiding speculations...

Instructions are a set of rules that Hugo always keep in mind, and are applied to all of your conversations. They tell our AI Agent how to behave, not what to say once.

For instance, instruction should not be used to provide:

• ✘ Direct answers or factual content → E.g. "Our pricing is €49/month."
• ✘ Conditional logic or decision rules → E.g. "If the user asks for X, then do Y."
• ✘ Workflow, routing, or escalation actions → E.g. "Create a ticket / assign to sales / notify an agent."
• ✘ Business rules or policies → E.g. "Refunds are allowed within 14 days."

Also note that Hugo is pre-configured with native deep prompts. You do not need to use instructions to have reply in the proper language, avoid hallucinating, or only use the resources at his disposal for instance. Hugo does that natively for you.

Instructions should be focused on behaviors you want to change.

How to create Instructions

To add or manage your instructions, head over to Crisp to hit ⚡️ AI Agent, then navigate to Guidance → Instructions

Once you're there, simply hit the New Instruction button to create one, and:

1. Name your instruction (whichever name helps you manage it better)
2. Provide the instruction prompt, directed to Hugo
3. Save & enable your instruction to activate it

Easy as that, you're done!

Now that you know how to create instructions, the next question is often: "What should I actually write?"

Start with a guided setup

You can use our AI Instructions Generator to quickly create a complete setup based on your business.

What it does:

• Generates ready-to-use instructions for your AI Agent
• Structures tone, communication style, and boundaries
• Exports your instructions as a .csv file ready to import into Crisp

How to use it:

1. Open the generator
2. Answer a few questions about your business
3. Download the generated .csv file
4. Go to AI Agent → Guidance → Instructions in Crisp
5. Click Import instructions
6. Upload your file

👉 Try the generator

Once your instructions are imported, you can review, enable, and refine them using the best practices and examples below.

Instruction examples

Here are a few hand-picked examples of good versus bad instruction usages, to help you better redact yours:)

✔ Example of a good instruction:

Never offer medical or health advice. If a user asks about allergies, intolerances, or health impacts of our cookies, do not speculate or give recommendations.
Instead, provide only factual ingredient or allergen information if explicitly available, and advise customers to consult a qualified health professional for medical or dietary advice.

✔ Example of a good instruction:

Be concise and factual.
Keep answers under 5 sentences unless explicitly asked for more details.
Avoid repetition and filler language.

✘ Example of an improper usage of instructions:

We ship our cookies worldwide. Estimated delivery is between 2 and 4 days in the US, and 5 to 10 days for the rest of the world.

✘ Example of an improper usage of instructions:

If a question is about sales or partnerships, assign it to Romain and mention him.

Frequently Asked Questions

Still have questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

Hugo doesn't seem to follow the instructions I provided, why is that?

Make sure that your instruction is indeed saved and enabled. This can be a frequent mistake, and easily overlooked.

If your instruction is properly enabled, but you still feel like Hugo isn't applying it, make sure that it matches the best practices

• your instructions should not be used to convey information / answer questions
• your instructions should only be used to shape Hugo's behavior, tone and style

Also note that the more instructions (and the longer/vague they are), the more difficult it is for AI Agents to keep them in mind while replying to your conversations.

Instructions can be diluted and become "suggestion" to the AI's ears if they have several dozens to keep track of and apply in each of their response. We recommend focusing instructions for clear and important sets of rules.

Can I use Instructions to give Hugo information about our business?

Providing context to Hugo on your business and services is very important, even crucial. This is what allows AI Agent to have perspective and context when answering questions from your users.

However, instructions are not the right place for that.

We have prepared a dedicated setting for you to place this information, in: AI Agent → Agent → Settings → Business description.

Updated on: 11/05/2026