AI Chatbot Instructions and Knowledge: How to Get Accurate Answers

AI chatbot instructions tell a bot how to handle a conversation: its job, tone, limits, and when to pass someone to the team. Knowledge gives it the approved details it may use to answer, such as setup steps, policies, plan details, and links.

Keep them separate because they fix different problems. If the bot gives an old price or a broken setup step, update its knowledge. If it answers a topic it should avoid, uses the wrong tone, or misses the human route, update its instructions.

In SUCH, those two jobs have separate settings: Bot AI instructions and Bot knowledge. Open the bot's project, then go to Project Settings > Bot AI to edit them.

Open the project for the connected Telegram bot in app.such.chat. Select Project Settings, then Bot AI. Turn the Bot AI switch on if it is not active. From this screen, choose Bot AI instructions to change the bot's behaviour or Bot knowledge to change the facts it can use.

Open Bot AI instructions to define the bot's role, tone, limits, and route to a person. Write the rules you want it to follow in a conversation.

For a small support bot, the instructions can say:

Act as the support bot for [your business]. Answer questions about account access, plans, and setup. Keep replies short and clear. Use only Bot knowledge and the current conversation for product facts. If the answer is not there, or the person needs help with their own account, ask them to send /human.

The useful parts are specific:

• the job: support for account access, plans, and setup
• the style: short and clear
• the source limit: Bot knowledge and the conversation
• the human route: /human for a case the bot should not decide

You can also tell the bot what not to do. For example, do not guess an undocumented feature, do not promise a refund, and do not send someone back to the same bot they are already using. Those are response rules, so they belong in Bot AI instructions.

Open Bot knowledge when you need to add or change the information the bot may use in an answer. Put the approved facts you want it to repeat there.

Add short, self-contained paragraphs about subjects your support team already answers often. Useful first entries include:

• how a customer gets access after purchase
• the current plan names and what each includes
• the exact steps for a common setup task
• a current help-centre link
• the team's reply hours and the next step for an account problem

Write each fact as you want the customer to receive it. Keep names, commands, links, and dates exact. When a plan, policy, or path changes, update the relevant text in Bot knowledge.

Adding text here does not give the bot access to a customer's account, a live dashboard, or outside services. It gives the bot the information you have put in Bot knowledge.

Imagine a customer writes, "Where do I find the first lesson?"

In Bot knowledge, you might add:

After purchase, open the course dashboard and select Module 1. The first lesson and its files are in Start Here. If access is missing, send /human and include the email used for the purchase.

In Bot AI instructions, you keep the rule:

Answer course-access questions briefly. Use Bot knowledge for the steps. For a personal access problem, ask the person to send /human.

If the dashboard path changes, update Bot knowledge. If the bot starts giving a long explanation or answering an unrelated question, update Bot AI instructions. If the bot answers questions about a paid Telegram membership, keep the offer it describes aligned with the membership offer.

Use another Telegram account or ask a colleague to test the bot. Try a few real questions the Bot knowledge should cover, then ask them in different words. Also try one question that sits outside the bot's job.

Change one setting at a time, save it, and repeat the same question. That tells you whether the issue was the information or the reply rule.

In SUCH, an AI support bot replies in Closed chats. When a person sends /human, the chat moves to Open and the team is notified. Put that route in Bot AI instructions when the bot should give up rather than guess.

If you have not connected a Telegram bot yet, start with the no-code Telegram AI support-bot guide. For the full conversation design after a person asks for help, read the human-handoff guide.

Open the relevant project in app.such.chat, then go to Project Settings > Bot AI. The Bot AI screen has separate Bot AI instructions and Bot knowledge options.

Put the bot's role, allowed topics, reply style, limits, and the /human handoff rule there. Do not use this field as a list of changing product facts.

Put approved facts the bot needs to answer: current setup steps, plan details, links, policies, and response expectations. Keep those facts clear and current.

Edit Bot knowledge when the bot lacks or misstates a fact. Edit Bot AI instructions when the bot's behaviour, scope, or handoff is wrong.

Yes. Add a /human rule to Bot AI instructions. In SUCH, that moves the conversation from Closed to Open so the team can reply.