Custom instructions

Get one

Returns one custom instruction with its text, its scope (groups, sys_tags), its feature flags and the sort key that fixes its place in the order the AI receives them.

GET /api/{tenant:minlength(2)}/v{version:apiVersion}/custom_instructions/{id}

Authorisation: Minimum role: USER

Request arguments

Name	Type	Source
id	Int32

Request body example

Response

Status: 200 (OK)
Type: DTO_custom_instruction

Wrapper: DTO_response_wrap

Other statuses: 400 (BadRequest), 401 (Unauthorized), 403 (Forbidden), 404 (NotFound), 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