L
Lavender Swordfish
Currently, Eddy AI offers only two controls for customizing how it responds to customer queries:
  1. Tone
  2. Response length: Even this is subjective as we cannot provide a custom value.
While these are useful, they are not sufficient for organizations that want more control over the quality, format, and behavior of AI-generated responses.
What we are requesting:
The ability to provide custom instructions to Eddy AI, similar to how system prompts or instruction files work in other AI tools such as ChatGPT or Claude, that Eddy AI can follow before generating a response.
These instructions could be used to:
  • Enforce a specific response format or structure
  • Define rules around what Eddy AI should or should not include in a response
  • Require Eddy AI to perform certain checks before responding (e.g. verify the answer exists in the documentation before returning it)
  • Handle specific queries in a predefined way rather than attempting to generate an answer by itself
How it could work:
A dedicated text field or configuration panel within the Customize Eddy AI settings where admin can insert custom instructions that are applied globally before every response is generated. Optionally, the ability to define query-specific instructions or standard responses for certain topics or keywords would make this even more powerful.
Why this matters:
Organizations using Document360 as a customer-facing knowledge base need confidence that Eddy AI is not only answering questions, but answering them in the right way, in the right format, and within the right boundaries. Custom instructions would give administrators the control needed to achieve that.

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