Instructions and the check
Every automation follows Nilear’s own rules. Your instructions add your company’s way of working on top.
Three layers
Section titled “Three layers”| Layer | Written by | Applies |
|---|---|---|
| Nilear’s own rules | Nilear | Always. Your instructions can shape a decision, never disable a safeguard. |
| Global instructions | An administrator, on Global Instructions | Every time that automation runs, on every board. |
| Board instructions | An administrator, on the expanded board | Only on that board, given after the global ones. |
For Polish Notes and Polish Email, a technician’s personal rules come after the company’s and cannot override them (Use the technician tools).
Some rules no instruction changes: a priority someone chose is lowered only when your instructions decide it, but a split never creates more than three tickets, Set TSI never chooses a combination the board does not have, and Correct Company never creates a company or contact.
What each automation is given
Section titled “What each automation is given”An instruction can only use what its automation sees. Every automation that works on a ticket sees that one ticket, once, when it is processed. None is given the ticket’s status, owner or resources, other tickets, time entries, history beyond the ticket’s own notes, SLA dates, or the current date or time.
| Automation | Is given | Can |
|---|---|---|
| Assign Priority | The ticket’s summary, description, current priority, your priority list and the ticket’s context | Set the ticket’s priority from your list |
| Set TSI | The ticket’s summary, description, notes and context, and the board’s Type, SubType and Item list | Fill the ticket’s missing or placeholder Type, SubType and Item from that list |
| Correct Company | Your company’s name, and the ticket’s summary, sender, original request and email addresses, but not its context | Move the ticket to the one existing contact and company the evidence matches |
| Polish Summary | The ticket’s summary, description, notes and context | Replace the ticket’s summary, up to 100 characters |
| Split Tickets | The ticket’s summary, description, notes and their images, and its context | Write the original’s new summary and create up to three new tickets on its board, company, contact, source and priority |
| Create Tasks | The ticket’s summary, description, notes and context | Add task lines, as text. A task cannot be assigned, scheduled or dated. |
| Polish Email | The email being written and the tone chosen | Rewrite that email’s text |
| Polish Notes | The notes being polished | Rewrite those notes’ text |
| Company Profile | A web domain, its website and public web search | Propose a company’s name, contact details, social links, market and address |
The ticket’s context means, by name only: the company and its types, the contact and its types, the board and board type, the agreement and its type, the SLA, the territory, the department, the site and the source.
Support Advisor’s instructions are on the same pages; see Write instructions for Support Advisor.
Why instructions are checked
Section titled “Why instructions are checked”An instruction an automation cannot follow fails silently: “raise the priority after 5pm” does nothing, because no automation knows the time. So each time you save, the text is checked against what that automation is given and can do, and anything it could not follow is pointed out before it is saved. You can still save it anyway.
The check sends only your instructions, and for a board the global ones too, with the description of the automation. It never sends ticket, company, contact or member data. It runs on your company’s OpenAI key, or Nilear’s when you have none, and shows as “Instruction check” in your OpenAI usage. Text longer than 50,000 characters, or a check with no answer within 20 seconds, is saved without being checked.
To write and save instructions, see Write instructions.