Custom instructions
List
Returns every custom instruction in the workspace with its scope and feature flags, in the order the AI receives them (the manual order maintained by the sort endpoint), with no paging, filtering or cap. Which of them reach a given reply is decided per ticket from its group and tags, so the list is the full set of candidates rather than what any one ticket gets.
GET
/api/{tenant:minlength(2)}/v{version:apiVersion}/custom_instructions
Request arguments
| Name | Type | Source |
|---|
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 |
| 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 |
| String | ReadOnly | ||
| 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