Edit or pause a prompt instruction

Open the agent's Prompt instructions tab and double-click the rule's row to edit it, then select Save changes. To pause a rule without deleting it, select Disable in its row menu. Enable turns it back on. Changes apply from the next message.

Before you start

Use this guide when a prompt instruction needs new wording, or needs switching off for a while, such as a seasonal rule. To add a new rule, see Write prompt instructions for brand voice and business rules.

Steps

Edit or pause a rule

1. Double-click a rule's row to edit it. You can also select Edit in the row menu.
2. Change the Prompt text and select Save changes. The tag can't be changed.
3. To pause a rule without deleting it, open its row menu and select Disable. Enable turns it back on.

1. Go to Assistant > Agents and open the agent.
2. Select the Prompt instructions tab.
3. To edit a rule, double-click its row, or open its row menu and select Edit.
4. Change the Prompt text. You can also add types, or remove a type. The Tag can’t be changed.
5. Select Save changes.
6. To pause a rule without deleting it, open its row menu and select Disable. To turn it back on, select Enable in the same menu.

To remove a rule for good, select Delete in its row menu and confirm in the Delete prompt instruction dialog.

Check that it worked

Find the rule’s row on the Prompt instructions tab. Status shows Enabled for a rule that applies and Disabled for a paused one.

Then open Playground and ask the question the rule covers. See Test changes in the Playground for more ways to test.

Troubleshooting

Problem	Fix
You need a different tag	Tags can’t be changed when editing. Add a new instruction with the new tag, then delete the old one
A row disappeared after you saved	Removing a type deletes that type’s row when you save. Edit the rule and add the type again
The reply still follows the old rule	Check that Status shows the state you expect. A Disabled rule has no effect. An Enabled one applies from the next message
You can’t edit or disable instructions	Editing prompt instructions needs the merchant admin role. Ask an admin on your account

Frequently asked questions

Does disabling a prompt instruction delete it?

No. A disabled prompt instruction keeps its text, type and tag in the list. It has no effect until you select Enable.

Can I change a prompt instruction's tag?

No. The tag can't be changed when editing. Add a new instruction with the new tag, then delete the old one.

How quickly do edits reach shoppers?

Saved changes, Disable and Enable all apply from the next message, with nothing to publish.