The Instructions step
The campaign brief and the four optional sections that tell the agent what to do on every channel.
Last reviewed November 7, 2026
The brief is the one required part
You find this step under Advanced > Instructions in the campaign's setup. A campaign cannot publish with an empty brief; the check reads “Write the campaign brief.” A new recovery campaign comes with a brief, Guardrails and Discovery questions already filled in, so you are editing from the start.
Save keeps your edits as a draft. Shoppers who enter the campaign after you publish get the new version.
The sections
| Section | Use it for | In a new campaign |
|---|---|---|
| Campaign brief | One to three sentences: who the agent contacts, why, and the outcome to aim for. Up to 4,000 characters. | Filled in |
| Offer and incentives | What the agent may offer, when, and on what terms. | Not added |
| Discovery questions | Questions that help the agent understand what stopped the purchase. | Three questions |
| Guardrails | What the agent must never promise, ask, assume or do. | Six rules |
| Additional instructions | Anything else: product facts, shipping, returns, tone. | Not added |
Buttons below the last section add the ones not in use, and the trash icon removes one. Each section holds up to 20,000 characters. The {+} button in the editor inserts a merge field.
Extra fields in Offer and incentives
This section also holds What the agent may offer, the same text as the Offer step, and Take payment during the call. With that switch on and a Payment line filled in, the agent transfers a shopper who wants to pay by phone to that number. It never takes card details itself.
What else the agent reads
The brief is one part of what the agent gets. It also reads:
- The brand profile: name, website, pronunciation, industry, description, what sets the store apart, who buys, common questions and support email.
- The discount codes on the Offer step, with their standard and escalation tiers.
- The hand-off requests in General settings.
- The shopper's first name, the items in the cart, the total and any codes already applied.
- For texts and emails, the guidelines you set in Outreach channels.
When a text or email question goes beyond all that, the agent is told to pass it to your team and not guess. Calls have no such built-in rule, so your Guardrails do that job. The first default guardrail covers it: “Never promise delivery dates, free shipping, refunds or anything else the brand has not listed.”