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Product context and instructions ​

Your docs tell Overdesk how your product works. They rarely say who your customers are, how your team handles a conversation, or which promises a reply must never make. These settings on the Customize AI page carry that knowledge into every draft, report and analysis.

Owners and admins can change them. Each card has its own Save button.

Workspace context ​

Workspace context holds facts about your product and how your team works. Every AI feature reads it: drafts, reports and analyses.

Good things to put here:

  • What you sell, and the names of your products as customers know them.
  • Who your customers are.
  • How your team works a conversation, for example "We reply, then set the conversation to Pending while we wait for the customer."

It takes up to 4,000 characters.

Who the draft writes as ​

Two fields on the Draft replies card decide whose voice a draft speaks in.

Agent name is who the draft writes as. A named person says "I looked at your account" where a nameless assistant says "the team will look into it". The name is never added to the end of the reply, because your help desk already signs it with whoever sends it. Leave it blank and drafts stay unsigned and impersonal, which is the wording that makes a reply read as automated.

Company name is the company the draft speaks for, spelled the way your customers see it. Without it, a draft avoids saying who it works for rather than guessing. Use your customer-facing brand, not an internal workspace label. Drafts read the name from here, while reports and analyses read it from Workspace context, so if you name the company in both places, keep the spelling the same.

Each field takes up to 64 characters.

Custom instructions ​

Custom instructions are your team's house rules for replies. Write one instruction per line, for example:

  • When a customer asks about refunds, link to our refund policy page.
  • Never promise a date for a bug fix.
  • Don't mention competitor products by name.

Your instructions are added on top of Overdesk's built-in drafting rules, and where they mention tone, they win over the Tone setting. They do not win over the facts: a draft follows your instructions unless they conflict with its grounding rules, and it never invents a fact to satisfy an instruction. The box takes up to 2,000 characters.

Review link is an address where happy customers can leave a review. When a customer confirms their issue is fixed, or thanks you with nothing left open, the draft keeps its reply to a sentence or two, thanks them and invites them to leave a review at your link.

A draft never asks for a review when the customer is frustrated or anything in the conversation is still unresolved. Leave the link blank and drafts skip the review ask entirely. It takes up to 300 characters.

Guidance for reports and analyses ​

The Reports & analyses card steers the AI commentary in every report and analysis: how it reads your queue and what it should never assume. For example:

  • We set conversations to Pending while waiting on the customer. Never describe a Pending conversation as ignored or unanswered.
  • Treat conversations tagged "internal" as noise and leave them out of counts.

It takes up to 2,000 characters. See Reports and Analyses for what these produce.