Custom instructions
Create
Adds one line of guidance for the AI, with its scope: the groups it is limited to (empty = every group), the tags a ticket must carry at least one of (empty = regardless of tags, a label without an id creates the tag), and one flag per AI feature that may use it (suggested replies, AI auto-replies, the AI chat-bot; a flag left out counts as true, at least one must be true).
Matching happens per ticket when a reply is generated and every matching instruction is used, in the sort order. 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
- Authorisation
- Minimum role: ADMIN
Request arguments
Request body example
Response
- Status
- 200 (OK)
- Type
- DTO_custom_instruction
- Wrapper
- DTO_response_wrap
- Other statuses
- 400 (BadRequest), 401 (Unauthorized), 403 (Forbidden), 429 (TooManyRequests)
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 |
| groups | DTO_reference[] | | Groups the instruction is limited to; leave empty to apply it to every group |
| sys_tags | DTO_reference[] | | Tags the instruction is limited to, applied when the ticket carries at least one of them; leave empty to apply it regardless of tags. A label without an id creates the tag |
| id | Int32 | ReadOnly | Leave empty when Creating object |
| value | String | | The instruction text, 2 to 3000 characters, which may contain placeholders as long as every one of them is a placeholder Deskhero knows |
| lexo_rank | String | ReadOnly | Lexo rank |
| suggested_reply_enabled | Boolean | | Use the instruction when drafting suggested replies for Users; true when left out |
| ai_auto_reply_enabled | Boolean | | Use the instruction when the AI writes the auto-reply email on a new ticket; true when left out |
| chat_bot_enabled | Boolean | | Use the instruction in AI chat-bot replies on public forms; true when left out |
| created | DateTime | ReadOnly | Created |
| last_updated | DateTime | ReadOnly | Last updated |
DTO_reference_user
| Name | Type | ReadOnly | Description |
|---|
| profile_pic | String | ReadOnly | Profile pic |
| email | String | ReadOnly | Email |
| id | Int32 | | Id |
| label | Object | ReadOnly | Label |
DTO_reference
| Name | Type | ReadOnly | Description |
|---|
| id | Int32 | | The id of the reference |
| label | Object | ReadOnly | Name/Label from referenced object. |
Generated Sep 18, 2026 09:31
