How instructions shape advice

Your instructions are given to Support Advisor with every request, after Nilear’s own rules. Global instructions come first, then the board’s.

What they can change

• Names: what your tools, services and teams are called.
• Practice: what to try first, what never to suggest, when to ask the customer for more.
• Tone and format: how emails to customers sound, how long they are, how they are signed off.

What they never change

• The evidence rules. Support Advisor cites only tickets it found, labels unconfirmed work as unconfirmed, and never invents a fix. An instruction cannot widen that: telling it a common issue is “always fixed by X” does not make it claim that fix when no past ticket supports it.
• What it can see and do. It sees one ticket at a time and changes nothing in ConnectWise, whatever the instructions say.
• Nilear’s own rules, which always come first.

Order of precedence

From strongest to weakest:

1. Nilear’s own rules, including the evidence rules.
2. The technician’s direction in their ask.
3. Your instructions: the global ones and the board’s, read together. Neither replaces the other, so write board instructions that add to the global ones rather than contradict them; the check on save points out a contradiction.

Instructions are checked when you save them, so you know before they apply whether Support Advisor can follow them. See Write instructions.