Instructions

Instructions let you customize the behavior of Dashworks. They can help improve the accuracy of responses, add custom fallbacks for cases where Dashworks cannot find an answer, or change the length and tone of the response. You can customize instructions at the workspace level and for each Bot. This article includes some examples of instructions you can add to optimize Dashworks.

Org Instructions and Bot Instructions

Org instructions apply to all interactions with Dashworks across surfaces. Admins can edit them from Workspace Settings.

Bot instructions apply to Dashworks responses for specific bots and the Slack channels that they're added to. The Bot's creator and workspace Admins can add and edit instructions for a bot.

Dashworks prioritizes Org instructions over Bot instructions in case of conflict.

Dashworks is trained to automatically detect the correct source-of-truth resource to reference when answering questions based on automated signals such as semantic relevance, authorship, popularity, and recency. At times, Dashworks can get confused due to conflicting or outdated information that it finds across apps. Dashworks is continuously being upgraded to make it work smarter out-of-the-box. You can also teach it to identify the correct source-of-truth resources in your company's apps using Instructions.

Applications Used

Every company's knowledge is organized differently. Provide Dashworks context on where to look for different information - similar to how you might provide a new hire context about different tools and internal resources during onboarding.

  • Salesforce cases and knowledge articles contain the most relevant information to help answer new support tickets. Notion docs contain the most up to date information for HR processes and policies.

Handling Different Use Cases

Help Dashworks prioritize information from different sources and respond differently based on their

  • For customer support related questions, prioritize answers from Salesforce Knowledge Articles.

  • For HR related questions, prioritize information from the People wiki space in Confluence.

  • Give preference to documents created by John when responding to cybersecurity related questions.

Ignore Stale Information

Dashworks will automatically deprioritize information that has not been created, modified, or referenced recently. You can provide it additional context on what information to ignore by explicitly adding it as an instruction.

  • Your response must only include citations to documents without "Draft", "WIP", or "Archived" in the title.

  • When asked about a policy or deck, ignore any results from 2022 or earlier.

  • Labels in wikis and docs like Confluence can be used with Instructions to improve Dashworks' accuracy. For instance, if you have a label for Archived documents, you may add an instruction like Ignore any Confluence pages with "Archived" label unless explicitly requested.

Acronyms and Company Lingo

  • Here are some terms you should know about Acme: ABC means Always Be Cool.

Route Questions to Users and Teams

  • If you don't know the answer to a question about HR or People related topics, ask the user to reach out to <@U12345678> for help. In the above example, please use the user's Slack member ID instead of their username or email for the Slackbot to correctly tag and notify them. You can get the user's Slack member ID from their profile.

  • For security questions, ask the user to reach out to <!subteam^SAZ94GD88> for help. Here's how you can get the user group ID in Slack.

Response Format and Tone

  • Always use a formal tone when generating customer facing emails.

  • When generating marketing content, never include the word "delve" or its derivatives in your response.

Disambiguate Terms

  • Certain events are specific to the office in London or Paris. If you're unsure about which office the user is referring to in their question, ask the user to clarify.

  • If the user is asking about the Grid feature, they're likely referring to the latest version Grid V6. If you're unsure, then ask the user to confirm.

Ignore Sensitive Information

  • Never include any information related to salary or compensation of employees in your response.

  • Never give advice related to health or legal benefits to users.

Limitations

Currently, URLs added to Instructions are currently not processed. For example, if you include an instruction such as: Please prioritize answers related to feature requests and product roadmap from this link: https://dashworks.ai/product-roadmap, Dashworks will be unable to recognize and provide the required response.

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