Custom instructions
Create
Adds one line of workspace-wide guidance that is injected into the AI prompt behind suggested replies and AI auto-replies; it is not scoped by group, mailbox or language, so every stored instruction is applied to every one of those calls. Square-bracket placeholders in the text must be ones the product recognises or the call is rejected with the valid list, the new instruction lands at the end of the order, and the workspace's cached AI answers are discarded.
POST
/api/{tenant:minlength(2)}/v{version:apiVersion}/custom_instructions
Request arguments
| Name | Type | Source |
|---|---|---|
| input | DTO_custom_instruction | Body |
Request body example
Response
Response body example
DTO_custom_instruction
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| created_by | DTO_reference_user | ReadOnly | Created by |
| last_updated_by | DTO_reference_user | ReadOnly | Last updated by |
| id | Int32 | ReadOnly | Leave empty when Creating object |
| value | String | The instruction text, 2 to 500 characters, which may contain placeholders as long as every one of them is a placeholder Deskhero knows | |
| lexo_rank | String | ReadOnly | Lexo rank |
| trigger | ENUM custom_instruction_trigger | Trigger | |
| created | DateTime | ReadOnly | Created |
| last_updated | DateTime | ReadOnly | Last updated |
DTO_reference_user
| Name | Type | ReadOnly | Description |
|---|---|---|---|
| profile_pic | String | ReadOnly | Profile pic |
| String | ReadOnly | ||
| id | Int32 | Id | |
| label | Object | ReadOnly | Label |
ENUM custom_instruction_trigger
| Value | Name | Description |
|---|---|---|
| 0 | UNKNOWN | UNKNOWN |
| 1 | NEW_TICKET_SUGGESTED_REPLY | NEW_TICKET_SUGGESTED_REPLY |
Generated Aug 4, 2026 18:37