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Three settings decide what the CRM AI does with a reply. Lead categories say how replies are sorted. Instructions say how to behave. Knowledge gives it facts about you. All three are per organization, and they apply to email, LinkedIn and WhatsApp replies alike.

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Instructions

Instructions are standing guidance added to the AI’s prompt. Open Settings → AI → Instructions. There are two lists, shown as two tabs with a count each:
  • Reply drafting: added to every draft the AI writes. Use it for tone, length, sign-off and what to offer or avoid. For example: “Sign off as Priya from Youse. Keep emails under 120 words. Never offer discounts; suggest a 20-minute call instead.”
  • Reply classification: added to every classification of a reply or call. Use it to settle edge cases. For example: “A referral to a colleague counts as Interested, not Other. Replies from agencies are Not interested.”
1

Add an instruction

Click Add instruction. Give it a short title and write the guidance. The AI receives each instruction as its own titled section.
2

Organize

Expand or collapse instructions, duplicate or delete one, and use Copy all or Export JSON to keep a backup.
3

Save

Click Save. The page shows Unsaved changes until you do, and Discard drops your edits.
Limits: 50 instructions per list, titles up to 200 characters, each instruction up to 8,000 characters, and 20,000 characters across a list. The page warns before you reach them. Instructions steer the AI but do not unlock anything. It still never sends a message itself, and still does not state facts that are not in the context it is given.

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Knowledge

Knowledge is the product, pricing and policy material the AI grounds its drafts in. Open Settings → AI → Knowledge, then click Add document. Each document has:
  • Title, such as “Pricing and plans”.
  • Kind: Custom, Company, Product, Pricing, FAQ, Scheduling, Objection or Case study.
  • Content, written in Markdown. Headings and lists help the AI find the right part.
  • Tags, comma separated, for example “pricing, onboarding”.
  • Always include in draft context. Documents marked Always included go into every draft. Keep these short.
Every saved edit creates a new version. Archive takes a document out of drafts, and Restore brings it back. The Active and Archived tabs list each. For each draft the AI is given the always-included documents first, then the best matches for the conversation, up to a limit of about 2,000 tokens. Longer excerpts are cut off to fit. Under a draft, Knowledge used shows which excerpts it relied on, so you can check where a claim came from. The classifier also receives your knowledge as background about you, not about the person replying.
Put the facts people ask for in separate short documents, such as pricing, scheduling and one common objection. A single long document wastes the limit on text that is not relevant.

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Lead categories

Open Settings → CRM & leads → Lead categories. Replies are sorted into four fixed categories: Interested, Customer, Not interested and Other. Under each are subcategories, which you can change. Each row shows:
  • Subcategory, with how many active records it holds and its funnel stage, or “Not a funnel stage”.
  • Classification description: tells the AI when a reply belongs here. A subcategory with no description shows a prompt to add one. Be concrete: “The person explicitly asks for a product demo”.
  • Sequence: the sequence that starts for it, or No sequence.
Use Add subcategory in a category to create one. Its dialog asks for a Name, a Classification description and a Funnel stage. Use Edit on a row to change them. Delete removes a subcategory, but not one that still holds CRM records or classification history. The Funnel stage is a number. The AI can move a lead only to the same or a higher stage. Leave it empty for outcomes that are not funnel stages, such as Out of Office or Not interested. See Pipeline for the starter set and how stages interact.
New organizations start with a default set of subcategories but no sequences. Add yours and attach them here.

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How they work together

When a reply arrives, the classifier sees your categories and their descriptions, your classification instructions and your knowledge. It returns a category, a subcategory, a confidence and a reason. After classification, the draft is written from the conversation, the sequence step’s goal, your drafting instructions and the matching knowledge. If a result looks wrong, fix the wording of the description or the instruction rather than correcting every reply by hand.

Sequences

Build the flows you attach to subcategories.

Action required

Review the drafts these settings shape.

AI provider

Choose the model that runs all of this.

Pipeline

Funnel stages and the default pipeline.