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Provide situation-based instructions that shape how the assistant responds, rather than facts it answers with. When to use: you want to define how the assistant should behave in specific contexts — for example, when a shopper says “I want to cancel” or “I’m unhappy”. How to add: in your knowledge store, open Sources → Desired reactions, select Add, and write your instruction in plain language. The assistant follows it when it recognizes the matching situation.