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The AI instructions tab, empty state: a banner explaining the feature above a Create AI instruction button

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What AI instructions do

AI instructions are reusable guidance the AI follows when generating manual replies to reviews in the Reviews Feed. They help enforce tone, structure, signatures, and brand rules across your team’s manual replies.
AI Instructions affect manual AI-assisted replies. They do not alter automated reply rules configured in Automations — each automation carries its own separate instructions field.

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Where to find it

Reviews > Knowledge base > AI instructions in the sidebar.
If you see a banner prompting you to “Create AI instructions,” it hides automatically as soon as you add your first instruction.

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Global vs app-specific

An instruction is either global, available for every app in the organization, or app-specific, visible only when replying for that one app. Choose scope via “Apply to Application” when you create or edit the instruction.
To manage which apps you can scope an instruction to, see Applications.

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Create an AI instruction

1

Open AI instructions

Go to Reviews > Knowledge base in the sidebar, then open the AI instructions tab.
2

Click Create AI instruction

Or select the “Add new AI instruction” card.
3

Fill the form

  • Instruction Name (e.g., “Professional with Signature”)
  • Apply to Application: a specific app or “All Applications (Global)”
  • AI Instructions: detailed guidance the AI should follow
4

Use quick-add helpers (optional)

Include greeting, Greet by name, Include signature, Formal tone, Informal tone, Contact support.
5

Save

Click Create Instruction.

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Using an instruction

In the Reviews Feed composer, any saved AI Instruction appears as an option in the Generate reply dropdown, alongside two built-in presets (“Ask to contact support” and “Ask to increase rating”). Mark one instruction as default for a scope (global, or a specific app) and it runs automatically when you click Generate reply — no need to open the dropdown.

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Edit or delete

  • Edit: use the pencil icon on the instruction card
  • Delete: use the trash icon and confirm
Each card shows created/updated dates for quick auditing.

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Best practices

  • Be explicit about tone and structure
  • Include required sign-offs or legal notes
  • Reference dynamic details clearly (e.g., “Address the user by first name when available”)
  • Prefer multiple focused instructions over one catch-all
Maximum 5,000 characters. A live counter and quality indicator (Too short / Minimal / Good / Excellent) help you calibrate.

Knowledge base

Ground replies in real product facts and manage voice & style

AppReply MAX

How AppReply learns your team’s voice from replies you’ve already sent