Teaching the AI

When an AI reply isn't what you wanted, the fix depends on what went wrong. Use the table to pick the right place.

If the AI...	Fix it in
Uses the wrong tone, sign-off, or wording every time	Knowledge Base > System Prompts
Gets a fact wrong or doesn't know the answer	Your knowledge base pages, or the Suggestions tab
Misses the mark on one reply	Ask AI to improve its response

Set standing rules with system prompts

System prompts are rules the AI follows on every reply. Open Knowledge Base, then choose a page under System Prompts:

• Global for rules on every channel.
• Comments, DMs, Email, or Live chat for rules on one channel only. These add to your Global prompt rather than replace it.

Click Edit to write the rules yourself, or Edit with Obie to describe what you want. Good examples:

• "Keep replies under three sentences."
• "Sign off emails with 'The Acme Team'."
• "Never promise a delivery date."
• "Don't use emojis in email."

Keep facts out of system prompts. Put them in knowledge base pages instead.

Fill in facts

If a reply is wrong because the AI didn't know something, add it to your knowledge base. Click Add knowledge and give Obie the answer, or edit the page that has it wrong.

Check the Suggestions tab regularly too. It lists questions the AI couldn't answer, often with a suggested answer you can add in a couple of clicks.

Fix one reply

When a single draft is off, type a note in Ask AI to improve its response, like "more apologetic" or "mention the size guide", and the AI rewrites that draft. This only changes the reply in front of you. If you find yourself giving the same note often, turn it into a system prompt rule.

Your team's own replies

Over time, the AI also picks up your team's writing style from replies your teammates write and send themselves.