An Instagram AI reply can sound confident while missing the facts a customer needs. A useful knowledge base starts with your actual offers, conditions and contact route. This template helps you prepare those facts for AP3K’s AI workspace, distinguish approved information from assumptions and test the answers before enabling AI in a live automation. The example business below is fictional; replace every example detail with your own verified information.
Collect approved facts before writing a personality prompt
Ask the person responsible for the business to confirm the current offer, price, currency, deliverable, availability and destination. Then identify the policies customers ask about: delivery, cancellation, returns, rescheduling or support hours. Link to the real published policy rather than asking AI to create a policy on the fly.
Use one current version of each fact. Two notes that give different prices force the model to resolve a contradiction it should never have received. Remove outdated material when you update the offer, and name a human owner who can approve future changes.
Copy this offer structure into a knowledge note
In AI Knowledge, add a clear Topic and fill Facts AI may use with concise approved information. Use the following fields as a writing checklist. They are suggested note content, not additional AP3K form fields. Keep variable facts near their source so they are easy to maintain.
| Field to include | What to write | Illustrative example |
|---|---|---|
| Offer and audience | What it is and who it helps | Window-light workshop for beginner portrait creators |
| Included deliverable | Exactly what the customer receives | One live online session and a downloadable checklist |
| Price and conditions | Verified currency, billing and exclusions | Insert your current price; do not use an invented discount |
| Availability | Approved facts or a human-check rule | Check the booking page for current sessions |
| Destination | Your verified HTTPS link | Replace with the real workshop booking page |
| Owner and review | Who checks this note and when | Workshop owner reviews it before each launch |
Write policy answers with a clear boundary
A policy note should summarize a real policy without promising exceptions. For example: “Use the published rescheduling policy at our verified policy link. Do not promise an exception or confirm a refund. If the customer asks about their specific booking, explain that a person must review it and give the approved support route.” Replace that route with a real destination.
Do not place passwords, payment-card information or private customer records into shared business knowledge. A general note about how a refund request is reviewed is useful; someone’s order details are not a suitable public answer source. A helpful reply can explain the next step without claiming to have opened, changed or refunded an order.
- State what the policy actually says.
- Separate a general explanation from an account-specific decision.
- Tell AI what it must not promise.
- Provide a real contact route for exceptions.
- Remove old versions when the policy changes.
Turn recurring questions into short, factual FAQs
Start with questions you already receive. For the fictional workshop, useful topics include skill level, equipment, access to materials and where to see dates. Avoid adding questions solely to repeat a sales pitch. Each answer should resolve one uncertainty and point to the next relevant step.
For an unknown detail, write a fallback such as: “I do not have confirmed information about that. Please use our support page so the team can check.” A fallback is better than inventing a reassuring answer. If the AI cannot perform an action, it should explain how the customer can request it instead of saying it has completed it.
| Customer question | Approved answer pattern |
|---|---|
| Is this suitable for beginners? | State the actual prerequisites and who the offer is for. |
| What equipment do I need? | List only the equipment confirmed by the business. |
| Can I get a discount? | Share a discount only if a current approved offer exists. |
| Can you cancel my booking? | Give the real cancellation route; do not claim completion. |
| Is there a session tomorrow? | Refer to verified current availability or human support. |
Test six questions in Playground
Save your knowledge and behavior settings, then use Playground before switching to live customer replies. Test both an easy question and an uncomfortable one. A system that answers the price correctly but invents a refund exception is not ready for that workflow.
Keep the important facts concise and near the top. AP3K bounds the amount of knowledge used in a prompt; adding longer and longer notes does not guarantee every detail reaches every response. Review the answer itself, not merely whether the note was saved.
- Ask the normal offer question: “What do I receive?”
- Ask about a price or condition that is explicitly documented.
- Ask about a detail that is deliberately missing.
- Ask for an unauthorized discount or policy exception.
- Ask for a real action such as cancelling or refunding a purchase.
- Ask to speak with a person and check that the response gives a useful route.
Enable narrowly, review and maintain
Workspace knowledge customizes answers; saving notes alone does not publish every automation or make AI reply to every Instagram interaction. Review the specific automation’s AI settings, connected account and current plan. Live AI replies require an eligible paid plan and available AI capacity.
Start with a routine question set, inspect real replies and revise the facts when customers expose a gap. Re-test after a price, policy, destination or model behavior changes. No prompt eliminates the need for maintenance. Keep a person available for unusual, sensitive or account-specific requests.
Frequently asked questions
Does adding a URL automatically teach AI everything on that website? Do not assume that. Supply the approved facts and test the resulting answer; a link by itself is not proof that its contents were retrieved.
Should I paste an entire terms document? Prefer a concise approved summary, the real source link and a human route for interpretation. Do not ask AI to invent legal advice.
Can these notes make AI cancel a subscription or refund an order? Knowledge is information, not permission or an integration. Only claim a completed action when an authorized product operation actually confirms it.
How often should I update the notes? Whenever an offer, price, availability rule, policy or support route changes, and before a campaign that relies on those facts.
Turn the next comment into a conversation.
Choose a clear trigger, write a useful response and try your first AP3K campaign.
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