Adding context to a generative procedure for an AI agent

Ingenerative procedures, you can add context that gives your AI agent guidance on how to execute the procedure.


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This article applies only to messaging AI
agents.

In generative procedures, you can add context
that gives your AI agent guidance on how to execute the procedure.
This article contains the following topics:

About context in generative procedures
Adding context to a generative procedure
Common reasons to add context to generative procedures
Best practices for adding context to generative procedures

Related articles:

Creating generative procedures to shape flexible
conversation flows for AI agents
Managing generative procedures for AI
agents



About context in generative procedures

Additional context lets you provide supplementary guidance to a messaging
AI agent about how to execute specific parts of a generative procedure. You write
this context as instructions or notes in natural language, and the system transforms
them into information the AI uses to make better decisions.
For example, you might write:

"Use the customer's VIP status when deciding how to respond."
"Don't escalate even if the customer asks."
"Search for orders from the past 30 days only."
"Use a friendly tone when delivering this message."

You can add context to a procedure at three levels, from broadest to most
specific. Context follows a hierarchical model, meaning broader context
automatically applies to more specific levels.









Level
Applies to
Example


Procedure
Everything in the procedure
“Refund policy is 30 days for unopened items, or store
credit for opened items within 14 days. No refunds on clearance. If
the customer asks an off-topic question, politely redirect them to
the refund issue.”


Step
That step and all blocks within it
“Use 'purchase_date' and 'order_status' session
variables. Calculate if purchase is within 30 days.”


Block
Only that specific block
“Include refund amount, processing time (5-7 business
days), and method (original payment method). Use a friendly,
reassuring tone.”




Block-level context is available only for the following block types:


Generate answer: Use context to reference session parameters,
provide knowledge context, and guide tone.

Ask question: Use context to provide validation rules and
clarification guidance. Ask question blocks cannot directly access
session variables. Instead, use session variables in Generate answer or
Check condition blocks.

Check condition: Use context to guide how conditions are
interpreted. This applies only to the condition evaluation, not blocks inside
the resulting paths. Blocks inside condition paths receive procedure-level and
step-level context, but not the Check condition block's own context.



Note: Search for knowledge blocks support additional
context for guiding search queries, called search instructions. This works
independently of context added to any level of a generative procedure.

The system may also automatically add context based on the content supplied
by an admin or agent when creating or editing the procedure. You can edit or remove
this generated context as needed.
Keep in mind that context added to a generative procedure cannot:

Create, remove, or reorder steps and blocks. To do that, edit the procedure.
Guarantee exact AI behavior. It merely provides guidance that the AI
interprets.
Control navigation or flow decisions. Instead, use Check
condition blocks.




Adding context to a generative procedure

You can add or edit context in a generative procedure at any time. Note
that there might already be text in the context fields added by the system.
To add context to a procedure

Open a generative procedure.
Select a location to add context. Your options are:


Procedure: Select the Start block and add context in
Procedure context.


Step: Select the shaded area around a subset of blocks and add
context in Additional information. You can also update the
Title of the step. This information does not appear to
customers, but is helpful for admins or agents maintaining the
procedure.



Block: Select a specific block and add context in Additional
information.



Click Save version.
If you want to make your edits live to customers, click Publish
procedure. If you want to discard your edits, restore a previous version of the
procedure.





Common reasons to add context to generative procedures

The following are common reasons to add context to a generative procedure:

Reference session variables
Provide policy context
Add validation rules
Handle edge cases
Control tone
Guide search queries
Help with conditions



Reference session variables



Level: Block (Generate answer)

Objective: Tell the AI agent which session variables to use and how.

Example: "The 'order_total' session variable contains the order
value. Use this when explaining the refund amount."




Provide policy context



Level: Block (Any supported block type)

Objective: Give background information that helps the AI agent answer
questions or make decisions.

Example: "Standard shipping: 5-7 days. Express: 2-3 days.
International: up to 14 days."




Add validation rules



Level: Block (Ask question)

Objective: Specify what constitutes a valid answer when asking
questions.

Example: "Order numbers are 8 digits starting with 'ORD'. If invalid,
ask the customer to check their confirmation email."




Handle edge cases



Level: Procedure or step

Objective: Guide the AI agent on unexpected responses or objections.

Example: "If the customer asks to speak to a human, politely explain
you can help resolve most issues quickly. Escalate only if they insist
twice."




Control tone



Level: Block (Generate answer)

Objective: Tell the AI agent how to communicate in specific
situations.

Example: "Use an empathetic, apologetic tone. Acknowledge the
inconvenience and offer alternatives."




Guide search queries



Level: Block (Search for knowledge)

Objective: Tell the AI how to formulate searches.

Example: “Always use {{variableName}} in search query.”




Help with conditions



Level: Block (Check condition)

Objective: Clarify how to interpret complex conditions.

Example: "Consider: purchase date (within 30 days), product condition
(unopened), and account status (good standing)."





Best practices for adding context to generative procedures

Keep the following best practices in mind as you add context to a generative
procedure:


Keep an appropriate scope: Procedure context should apply broadly, while
step or block context should be specific to that step or block's purpose.

Be specific: Include specific details about how the AI agent should
respond. For example, “If the customer mentions 'broken', ask for photos and
purchase date.”

Reference session variables clearly: Use the actual name of session
variables. For example, “The 'customer_tier' variable contains 'bronze',
'silver', or 'gold'.”

Be consistent: Use similar language across context fields.

Provide information and guidance: Help the AI agent understand nuances,
but don’t attempt to control the procedure structure using context.

Start small: Keep context concise, add context incrementally, and test
after each addition.

Test and monitor performance: Always test your procedures thoroughly
after adding context to ensure they behave as expected. Review conversation logs
and refine unclear guidance.

Document your work: Keep notes on what context you added and why.

Don’t include sensitive data: Never add API keys, passwords, or internal
system details in context.



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