Writing Effective Instructions

Instructions provide business context that helps Evalua evaluate calls accurately. Add them in Settings → Instructions.

What to Include

Business Context

What your company does and the nature of your calls.

Service Area or Scope

Geographical or service boundaries.

Terminology

Industry-specific or company-specific terms and their definitions.

Process Explanation

Your standard call flow or procedures.

Special Situations

How to handle exceptions or unique scenarios.

Product/Service Details

What you offer, pricing tiers, policies.

Example

BUSINESS OVERVIEW
We are a home services company that books appointments for HVAC
maintenance and repair.

SERVICE AREA
Orange, Riverside, and San Bernardino counties only.

TERMINOLOGY
"Qualified lead" = homeowner, within service area, needs service
within 30 days.

CALL FLOW
1. Greet and ask how to help
2. Ask qualifying questions (ownership, location, system age)
3. Explain service options and pricing
4. Book appointment or schedule follow-up
5. Confirm details and thank customer

SPECIAL SITUATIONS
- Renters: politely explain services are for homeowners only
- Emergency (no heat/AC in extreme weather): prioritize same-day scheduling

Instructions vs. Quality Criteria

Instructions provide general context (your industry, terminology, processes). Quality Criteria define specific pass/fail standards. Don't mix them — put specific requirements in Feedback documents, not instructions.

Keep Them Current

Update when your service area, products, pricing, or processes change. Review quarterly.