Best practices for creating communication guidelines to improve AI assistance

<body>
<p id="docs-hc-snippet" style="display: none;">Communication guidelines allowauto assistand therewrite in your tone toolto adapt suggestions and responses based on the tone, topic, urgency, language, writing style, and context of an ongoing ticket conversation.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create communication guidelines to help AI rewrite agent replies in your brand’s tone, style, and format. Clear, specific rules, grouped by topic and supported with examples, help improve results for greetings, closings, channel-specific language, and message length. Test and update your guidelines regularly to keep Copilot responses aligned with your support standards.</p>
</div>

<div class="body">

<p class="p">Communication guidelines allow <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8013454025114-Turning-on-and-configuring-auto-assist" target="_blank">auto assist</a> and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_fn1_bkp_22c" target="_blank">rewrite in your tone tool</a> to adapt suggestions
and responses based on the tone, topic, urgency, language, writing style, and context of
an ongoing ticket conversation.</p>
<p class="p">To further refine the suggestions and responses that Copilot AI tools make to agents, you
can create your own communication guidelines that are specific to your business.
Creating your own guidelines helps cover a wider range of writing rules, such as general
communication principles, formatting, length, formality, structure, greetings, closings,
wording, and more.</p>
<p class="p">This article contains best practices that help you write more effective communication
guidelines.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_ai_gen_ai_admin__ul_ezf_l43_zfc">
<li class="li" dir="ltr"><a class="xref" href="#topic_ks3_vp3_zfc">Best practices for
defining communication guidelines</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_irb_yq3_zfc">Communications guideline
example</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_gen_ai_admin__ul_dh1_1k1_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698" target="_blank">Using communication guidelines to improve AI
assistance for agent comments</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ks3_vp3_zfc">
<h2 class="title topictitle2" id="ariaid-title2">Best practices for defining communication guidelines</h2>
<div class="body">
<p class="p">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8761641980698#topic_arb_r43_zfc" target="_blank">creating new communication guidelines</a>,
keep the following in mind:</p>
<div class="p">
<ul class="ul" id="topic_ks3_vp3_zfc__ul_l4k_4cq_zfc">
<li class="li">Your guidelines should be kept separate from procedures. Guidelines define
how to say something, while procedures define what to do.</li>
<li class="li">Guidelines are treated as signals rather than strict rules. This means that
instructions you include in your guidelines might not be followed perfectly,
especially in complex or emotional conversations. Customer empathy is always
prioritized. For example, if you include a “happy tone” guideline, the
system might not follow this instruction if the user is upset.</li>
<li class="li">A guideline can be associated with multiple brands, but a brand can be
associated with one guideline only.</li>
<li class="li">Communication guidelines apply only when the entire message text is selected
for rewriting, not just a part of it.</li>
<li class="li">There is a 10,000 character limit. This generally corresponds to four to
five pages of text in a standard document using 12 point font with single
spacing.</li>
</ul>
</div>
<div class="p">Adhering to the following best practices helps you write more effective communication
guideline:<ul class="ul" id="topic_ks3_vp3_zfc__ul_idg_bq3_zfc">
<li class="li" dir="ltr"><a class="xref" href="#topic_k5q_dq3_zfc">Use clear, specific
language</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dkn_hq3_zfc">Focus on the tone
and writing style</a></li>
<li class="li"><a class="xref" href="#topic_g5t_pfq_zfc">Add examples and short
explanations</a></li>
<li class="li"><a class="xref" href="#topic_avz_2gq_zfc">Group related
rules</a></li>
<li class="li"><a class="xref" href="#topic_ufr_sgq_zfc">Avoid vague conditional
instructions</a></li>
<li class="li"><a class="xref" href="#topic_f14_chq_zfc">Avoid ambiguous or conflicting
rules</a></li>
<li class="li"><a class="xref" href="#topic_j24_hhq_zfc">Consider how agent signatures
are added</a></li>
<li class="li"><a class="xref" href="#topic_pbv_lhq_zfc">Clearly define channel
names</a></li>
<li class="li"><a class="xref" href="#topic_wlz_ngx_zfc">Test, iterate, and update
regularly</a></li>
<li class="li"><a class="xref" href="#topic_fnk_xhx_zfc">Try new versions</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_k5q_dq3_zfc">
<h3 class="title topictitle3" id="ariaid-title3">Use clear, specific language</h3>
<div class="body">
<p class="p">Write each rule using simple, direct words. Avoid vague terms, jargon, and
complex sentences to ensure the AI interprets your rules correctly. When
creating guidelines, write as if you’re talking to an agent.</p>
<ul class="ul" id="topic_k5q_dq3_zfc__ul_eg1_fq3_zfc">
<li class="li" dir="ltr">
<strong class="ph b">Good</strong>: Always greet the customer with: 'Hello!' or 'Hi'. At
the end of each message, apply ‘Kind Regards’.</li>
<li class="li">
<strong class="ph b">Bad</strong>: Greetings: Use 'Hello!' or 'Hi [Name],' Signature: 'Kind regards
etc.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_dkn_hq3_zfc">
<h3 class="title topictitle3" id="ariaid-title4">Focus on the tone and writing style</h3>
<div class="body">
<p class="p">Your guidelines should focus on how the response is written rather than what to
do. Guidelines aren’t for defining which steps the AI should take. </p>
<div class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Procedures</a> define what to do, while
guidelines define how to say it. You can review your procedures and move tone or
writing-related instructions into communication guidelines.<ul class="ul" id="topic_dkn_hq3_zfc__ul_mk5_3q3_zfc">
<li class="li" dir="ltr">
<strong class="ph b">Good</strong>: Be apologetic and professional when discussing
refunds.</li>
<li class="li">
<strong class="ph b">Bad</strong>: Always escalate refund requests</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_g5t_pfq_zfc">
<h3 class="title topictitle3" id="ariaid-title5">Add examples and short explanations</h3>
<div class="body">
<p class="p">It’s helpful to add examples and short explanations to your rules so that the AI
understands what you have in mind.</p>
<ul class="ul" id="topic_g5t_pfq_zfc__ul_jgh_sfq_zfc">
<li class="li" dir="ltr">
<strong class="ph b">Good</strong>:<p class="p">Empathy and Personalization: If the customer seems
confused, respond kindly and supportively. Personalize your message and
reassure them you’re here to help.</p>
<p class="p">Example: I understand this can
be confusing and I’m here to help.</p>
</li>
<li class="li">
<strong class="ph b">Bad</strong>: Empathy &amp; directness</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_avz_2gq_zfc">
<h3 class="title topictitle3" id="ariaid-title6">Group related rules</h3>
<div class="body">
<p class="p">Your guidelines should group your related rules together logically to help
prevent confusion.</p>
<ul class="ul" id="topic_avz_2gq_zfc__ul_sgd_3gq_zfc">
<li class="li">
<strong class="ph b">Good</strong>: <p class="p">Greetings and Closures: </p>
<p class="p">-Always greet the customer
with: “Hello!”.</p>
<p class="p">- At the end of each message, apply “Kind
Regards”.</p>
<p class="p">Formatting:</p>
<p class="p">- Every time a reference to an order
ID is mentioned, include a # symbol before the ID. </p>
<p class="p">- For
currencies, always include information about the smallest currency unit
(e.g., cents)</p>
</li>
<li class="li">
<strong class="ph b">Bad</strong>: Always greet the customer with: “Hello!”. Every time a reference
to an order ID is mentioned, make sure to include a # symbol before the ID.
At the end of each message apply “Kind Regards”. For currencies, always
include information about the smallest currency unit (e.g., cents).</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ufr_sgq_zfc">
<h3 class="title topictitle3" id="ariaid-title7">Avoid vague conditional instructions</h3>
<div class="body">
<p class="p">Avoid specifying rules for the "first message" versus "subsequent messages,"
especially when distinguishing between the agent’s first reply and later replies
when other messages (such as customer messages) appear.</p>
<div class="p" dir="ltr">It’s also important to use names consistently so that situations are
clearly defined.<ul class="ul" id="topic_ufr_sgq_zfc__ul_wnz_5gq_zfc">
<li class="li" dir="ltr">
<strong class="ph b">Good</strong>: <p class="p">For the first agent's reply: Greet the
customer and offer help.</p>
<p class="p">For later replies: Skip the greeting
and get straight to the point.</p>
<div class="note">
<span class="notetitle">Note:</span> In this example, using the
word reply in both cases makes it clear that the condition refers
specifically to the agent’s messages.</div>
</li>
<li class="li">
<strong class="ph b">Bad</strong>:<p class="p">Initial contact: Greet the customer and offer
help.</p>
<p class="p">Subsequent messages: Skip the greeting and get straight
to the point.</p>
<p class="p">Initial contact: Greet the customer and offer
help.</p>
<p class="p">If not the first message: Skip the greeting and get
straight to the point.</p>
<p class="p">For the first agent's reply: Greet the
customer and offer help. When replying to an ongoing conversation:
Skip the greeting and get straight to the point.</p>
<div class="note">
<span class="notetitle">Note:</span> In this
example, the AI may confuse subsequent messages and incorrectly
apply the second rule to the agent’s first reply if the customer
message is treated as the first message.</div>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_f14_chq_zfc">
<h3 class="title topictitle3" id="ariaid-title8">Avoid ambiguous or conflicting rules</h3>
<div class="body">
<p class="p">Avoid rules that the AI might interpret as ambiguous. For example, if you use
“always”, don’t introduce an exception afterwards. Your rules should also not
contradict each other.</p>
<ul class="ul" id="topic_f14_chq_zfc__ul_uj5_2hq_zfc">
<li class="li" dir="ltr">
<strong class="ph b">Good</strong>: Confirm that you understand the customer's concerns
without repeating excessive details. Briefly paraphrase the key points to
demonstrate attentiveness.</li>
<li class="li">
<strong class="ph b">Bad</strong>: Always confirm customer concerns are understood, but avoid
repeating information already provided.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_j24_hhq_zfc">
<h3 class="title topictitle3" id="ariaid-title9">Consider how agent signatures are added</h3>
<div class="body">
<p class="p" dir="ltr">If personal agent signatures are automatically added by the system,
your guidelines should instruct the AI not to add any additional signatures in
rewritten messages. Since agent signatures are appended after the message is
rewritten, preventing the AI from adding signatures during rewriting avoids
duplicates.</p>
<p class="p" dir="ltr">Without this instruction, the AI may copy an existing signature from
the ticket conversation context, causing duplicate signatures in the final
message.</p>
<p class="p">For example: </p>
<p class="p">Do not sign messages.</p>
<p class="p">Exclude signatures from rewritten messages.</p>
<p class="p">Do not add the agent's signature in the rewritten message.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_pbv_lhq_zfc">
<h3 class="title topictitle3" id="ariaid-title10">Clearly define channel names</h3>
<div class="body">
<p class="p">When writing channel-specific guideline rules, use the exact channel names as
they appear in the "Ticket created by" field. See the <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/reference-guides/via-types/" target="_blank">Zendesk developer documentation</a> for a
full list of the channel names that appear in this field.</p>
<div class="note">
<span class="notetitle">Note:</span> Currently, the only supported field is Ticket created by.</div>
<ul class="ul" id="topic_pbv_lhq_zfc__ul_gnp_4hq_zfc">
<li class="li" dir="ltr">
<strong class="ph b">Good</strong>: <p class="p">If message is from chat, whatsapp, facebook, sms
channels: </p>
<p class="p">- Use emojis.</p>
<p class="p">- Write with casual
language.</p>
<p class="p">- Keep messages short, easy, and personable.</p>
<p class="p">If
message is from mail, web forms, side conversation channels:</p>
<p class="p">- Use
a highly formal and polite tone.</p>
<p class="p">- Do not use emojis in any
communication</p>
</li>
<li class="li">
<strong class="ph b">Bad</strong>: Messaging channel: Use a lot of emojis. Write with casual
language. Keep messages short, easy, and personable. Non-messaging channel:
Use a highly formal and polite tone. Do not use emojis in any
communication.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_wlz_ngx_zfc">
<h3 class="title topictitle3" id="ariaid-title11">Test, iterate, and update regularly</h3>
<div class="body">
<p class="p">Continuously test your guidelines with real interactions to evaluate their
effectiveness. Revise the rules as based on what works best over time.</p>
<ul class="ul" id="topic_wlz_ngx_zfc__ul_sny_4gx_zfc">
<li class="li">
<strong class="ph b">Good</strong>: Review communication guidelines monthly and adjust rules as
needed.</li>
<li class="li">
<strong class="ph b">Bad</strong>: Write once and never revise.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_fnk_xhx_zfc">
<h3 class="title topictitle3" id="ariaid-title12">Try new versions</h3>
<div class="body">
<p class="p">You can experiment with different approaches and explore the communication
guidelines feature to find what works best for your brand and use case. An LLM
can also offer suggestions to improve your prompt. For example:</p>
<p class="p">"This is a prompt for communication guidelines in a customer service tool. Please
suggest improvements based on these guidelines (link).”</p>
<p class="p">Using an LLM alongside hands-on experimentation can help accelerate your
optimization process. However, your own testing and adjustments are essential
for success.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_irb_yq3_zfc">
<h2 class="title topictitle2" id="ariaid-title13">Communication guideline example</h2>
<div class="body">
<p class="p">The following example is what a clear and effective communication guideline might
look like. This example is effective because it’s direct, specific, and structured
by category, which makes it ideal for helping the AI consistently adapt to your
company’s writing style and tone.</p>
<p class="p"><strong class="ph b" id="topic_irb_yq3_zfc__docs-internal-guid-63df5ae5-7fff-38a6-33ac-83dc3022e175">Example of an
effective communication guideline</strong></p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_qdv_br3_zfc">
<h3 class="title topictitle3" id="ariaid-title14">Greeting and closures</h3>
<div class="body">
<ul class="ul" id="topic_qdv_br3_zfc__ul_tgf_4x5_zfc">
<li class="li" dir="ltr">Do not add signatures to the rewritten message.</li>
<li class="li" dir="ltr">For the first agent’s reply:<p class="p">Always begin by greeting the
customer by name and include a brief summary of their issue to show
empathy and engagement.</p>
<p class="p">Example:</p>
<p class="p">“Hello Emily! I understand
you are experiencing issues with your payment. I am here to assist
you.”</p>
</li>
<li class="li">For later agent’s replies:Start with a polite thank you and move directly to
addressing the customer’s ongoing concern.<p class="p">Example:</p>
<p class="p">“Thank you for
getting back to us. I’m working on your payment concern.”</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_wsj_3r3_zfc">
<h3 class="title topictitle3" id="ariaid-title15">Tone and style</h3>
<div class="body">
<ul class="ul" id="topic_wsj_3r3_zfc__ul_d2m_jr3_zfc">
<li class="li" dir="ltr">Use an active voice at all times.</li>
<li class="li" dir="ltr">Address the customer directly using “you” and “your.”</li>
<li class="li" dir="ltr">For negative feedback:<ul class="ul" id="topic_wsj_3r3_zfc__ul_nks_vx5_zfc">
<li class="li" dir="ltr">Slightly negative sentiment: acknowledge the concern and
offer help.</li>
<li class="li" dir="ltr">Strongly negative sentiment: express explicit empathy</li>
<li class="li" dir="ltr">Always add an introductory sentence confirming
understanding of the issue.</li>
</ul>
</li>
<li class="li" dir="ltr">When conveying multiple points or ideas, use bullets or line
breaks for clarity.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_dxb_mr3_zfc">
<h3 class="title topictitle3" id="ariaid-title16">Restrictions and words to avoid</h3>
<div class="body">
<ul class="ul" id="topic_dxb_mr3_zfc__ul_r3v_cy5_zfc">
<li class="li" dir="ltr">Do not use "unfortunately"; always use "currently" instead.</li>
<li class="li" dir="ltr">Never include:<ul class="ul" id="topic_dxb_mr3_zfc__ul_s3v_cy5_zfc">
<li class="li" dir="ltr">The agent’s last name.</li>
<li class="li" dir="ltr">Metaphors, idioms, or clichés (e.g., “game-changer”,
“navigate”, “in a world where”, “groundbreaking”, etc.).</li>
<li class="li" dir="ltr">Setup phrases (e.g., “In conclusion”, “To
summarize”).</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_isc_gy5_zfc">
<h3 class="title topictitle3" id="ariaid-title17">Channel-specific rules</h3>
<div class="body">
<div class="p">
<ul class="ul" id="topic_isc_gy5_zfc__ul_pmh_hy5_zfc">
<li class="li" dir="ltr">For messages coming from messaging channels (chat, whatsapp,
facebook message, sms):<ul class="ul" id="topic_isc_gy5_zfc__ul_qmh_hy5_zfc">
<li class="li" dir="ltr">Use casual, personable language.</li>
<li class="li" dir="ltr">Include emojis to convey tone and friendliness.</li>
<li class="li" dir="ltr">Keep messages short, simple, and easy to
understand.</li>
<li class="li" dir="ltr">Always address customers by their first name.</li>
</ul>
</li>
<li class="li" dir="ltr">For messages from non-messaging channels (e.g., email, web
forms, ticket portals):<ul class="ul" id="topic_isc_gy5_zfc__ul_fvn_ky5_zfc">
<li class="li" dir="ltr">Use a highly formal and polite tone.</li>
<li class="li" dir="ltr">Do not use emojis.</li>
<li class="li" dir="ltr">Write in full sentences with organized
paragraphs.</li>
<li class="li" dir="ltr">Address customers formally using their full name and
proper title where possible.</li>
<li class="li" dir="ltr">Maintain a respectful, businesslike style</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_dyn_2r3_zfc">
<h3 class="title topictitle3" id="ariaid-title18">Formatting and numerical standards</h3>
<div class="body">
<ul class="ul" id="topic_dyn_2r3_zfc__ul_w4n_4y5_zfc">
<li class="li" dir="ltr">Every time you reference an order ID, make sure to include the “#”
symbol before it.<p class="p">Example:</p>
<p class="p">Instead of “order 123456”, write
“#123456”</p>
<p class="p">“Hello sir, </p>
<p class="p">For #123456 we can file a discount
code that will net you 20% savings!</p>
<p class="p">Thank you.”</p>
</li>
<li class="li" dir="ltr">When specifying large quantities, format numbers according to
SI/ISO/Scientific standards with spaces separating
thousands.<p class="p">Example:</p>
<p class="p">Instead of “1234567”, write “1 234
567”.</p>
<p class="p">For currencies, always include cents in your amount.
</p>
<p class="p">Example:</p>
<p class="p">Instead of “$12”, write “$12.00”.</p>
</li>
</ul>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9182110974746",
"url": "https://support.zendesk.com/hc/en-us/articles/9182110974746",
"headline": "Best practices for creating communication guidelines to improve AI assistance",
"description": "You learn best practices for writing communication guidelines that help AI adapt tone, style, formatting, and channel-specific responses in ticket rewrites.",
"articleSection": "Setting up AI-powered agent tools",
"datePublished": "2025-04-24T16:31:42+00:00",
"dateModified": "2026-08-27T21:55:04.894746+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9182110974746"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Support",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405303717658"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>