Instructional Notes in Solve Email

Instructional Notes lets you create guidelines that shape Solve Email's response generation. This feature allows you to tailor Solve Email's responses to better align with your brand's unique communication style, technical jargon, and content preferences. You can define acronyms, specify prohibited topics, or ensure certain information is always included in email responses to fine-tune Solve Email's response and maintain brand consistency.

Use Case

An insurance company handles diverse policies containing sensitive information. To prevent the disclosure of sensitive data such as policy numbers, coverage details, and claim amounts, they use Instructional Notes. The instruction they entered in Instructional Notes reads:

"Do not disclose policy numbers, specific coverage details, or claim amounts via email. Instead, state: 'For secure policy information, please log into your account on our website, or call our customer service line.'"

This ensures that no sensitive information is disclosed to their customers, leading to ensured regulatory compliance and a secure customer experience.

Setting Up Instructional Notes in Solve Email

To use Instructional Notes in Solve Email, follow these steps:

1. Go to Solve > Configuration > Email tab.
   
2. At the right-hand side of your screen, click Instruction.
   
3. On the left-side, you can see a text box where you can type in your instructions for Solve Email. For best practices, see Best Practices for Using Instructional Notes. 
   
4. Once you are done, click Save.