Set important guidance as “always-used” to ensure the help desk agent includes it when responding to every ticket—not just tickets that match the guidance description.
When to Use
Always-used guidance is ideal for:
- Tone of voice — Define how the agent interacts with users
- Ticket routing rules — Route to specific owners based on content
- Compliance requirements — Guarantee data protection on all requests
- Security protocols — Ensure incident response procedures are followed
How to Enable
Toggle Always use when creating or editing guidance.
Keep always-used guidance focused on universal rules. Too many always-used items can slow response quality—reserve it for guidance that truly applies to every conversation.
