Creating a Flex Instruction

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Certinia Account Team.

Only an administrator can create a flex instruction. For information about what flex instructions do and how an agent applies them, see Flex Instructions Overview.

Prerequisites

To manage flex instructions, you must have access to the Flex Instruction object and its fields, and the Flex Instructions page must be visible to you. Your administrator grants this access through the AI Connector - Manage Flex Instructions permission set. For more information, see Creating the Flex Instructions Permission Set.

The Flex Instructions page lists every agent configured in your org, including headless agents that have no chat interface. The ability to write an instruction for an agent comes from Create, Edit, and Delete access on the Flex Instruction object, not from access to that agent.

You create a flex instruction in two stages. You select the agent and name the instruction in the Create Flex Instruction window, then enter the instructions themselves on the page.

To create a flex instruction:

1. Open the Flex Instructions page from the App Launcher.
2. Click New.
3. In the Agent field, select the agent that the instruction applies to.
4. Enter a name that identifies the instruction, such as a description of the behavior it governs.
5. Click Save. The instruction opens for editing.
6. Enter the instructions in the Writing Agent Instructions field. An instruction can contain up to 5,000 characters. The agent receives line breaks and lists, but not bold or italic formatting.
7. [Optional] Set the Active toggle to apply the instruction to the agent immediately. An agent can have only one active instruction at a time.
8. Click Save.

For more information about the fields on this object, see Flex Instruction Fields.