Business Info and Instructions
Configure the information and instructions the AI uses to answer customer calls.
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Overview
This is the most important page in the AI assistant. Everything the AI says to callers comes from the information and instructions you provide here. The more detailed and accurate your content, the better the AI performs.
Open this page at: ai.i118.com/app/customize
Basic business information
At the top of the page, fill in your core business details:
| Field | Description |
|---|---|
| Business name | Exactly how you want the AI to say your business name to callers |
| Address | Your full address so the AI can give directions when asked |
| Phone number | Your business phone number the AI can share with callers if asked |
Instructions by organization type
The main instruction fields on this page differ depending on your organization type.
These org types show a structured set of text fields:
Core Catalog — the main field. Enter your full menu (Restaurant) or service/product catalog (Retail), including all items, options, and prices. You can type directly or upload a .txt, .docx, or .pdf file (max 3 MB, 20,000 characters).
Featured / Limited-Time Items — an optional second field for specials, promotions, or seasonal offers the AI should prioritize recommending.
Special Instructions — anything else the AI should know: delivery fees, deposits, policies, allergen notes, behaviour rules, etc.
POS sync (alternative or supplement): Instead of or in addition to typing your catalog manually, you can connect a POS system on the POS Integrations page. When connected, the AI uses your live POS catalog to answer product and pricing questions and send orders directly to your POS.
You can use both a manually entered Core Catalog and a connected POS at the same time. The POS catalog takes priority for items it contains; your typed content fills in anything the POS does not cover.
These org types show a single Information details field — a free-form area to describe your business, services, how you operate, pricing, policies, and anything else callers might ask about. There is no structured menu format; write in whatever format makes sense for your business.
A Special Instructions field is also available for additional AI behaviour rules.
Must include:
- What your business does and the services or topics you cover
- Pricing or pricing ranges
- Service area, location, or availability
- Cancellation, deposit, or booking policies
- Answers to your most common phone questions
Recommended:
- Staff names and roles callers commonly ask for
- Qualifications, licenses, or credentials relevant to your business
- What callers should prepare or bring to an appointment
When you are ready to refine or structure your content, the AI Form Assistant on this page can suggest improvements, fill in missing sections, and help format your instructions.
AI Form Assistant
The AI Form Assistant is available for Contractor, Personal Assistant, and Information organization types. It uses AI to help you structure and organize your instructions — click it to get suggestions for improving your text, filling in missing sections, or reformatting your content.
This is optional — you can always write and edit instructions manually.
Delivery, payment, and tax settings
These settings are available for Restaurant and Retail organization types only.
Delivery
| Setting | Description |
|---|---|
| Do you deliver to customer? | Toggle this on if your business handles delivery with your own staff. When enabled, the AI will ask callers for a delivery address whenever they request delivery. If you charge a delivery fee, add it to the Special Instructions field. |
Take payment for orders
The Take Payment setting controls whether the AI asks callers for credit card information during the call.
| Option | What happens |
|---|---|
| Disabled | The AI does not request any payment information |
| Delivery Only | The AI requests card details only for delivery orders |
| All Orders | The AI requests card details for every order |
The AI does not charge the card. It only collects the information verbally during the call. The card details are captured in the call recording, which you can listen to in the order notification. You then enter the payment manually using whatever system you use. This option only appears if delivery is enabled or the option is set to All Orders.
Tax rate
Enter your total tax rate as a percentage (e.g., 7.25). This should include state and local taxes combined.
- If certain items have a different rate (for example, an alcohol tax), leave the main tax rate for regular items and describe the exception in the Special Instructions field.
- If a POS is connected, this tax rate applies only to items that are not in the POS catalog.
Reservation and appointment settings (Restaurant and Retail)
This section applies to Restaurant and Retail organization types only. If you are a Contractor or Personal Assistant, your appointment settings are on the Appointment Integrations page instead.
The following toggles appear on this page for Restaurant and Retail sub organizations:
| Setting | Description |
|---|---|
| Allow Reservations (Restaurant) / Allow Appointments (Retail) | Enables the AI to book reservations or appointments over the phone. When off, the AI does not offer booking to callers. |
| Take Deposit | Appears only when reservations/appointments are enabled. When on, the AI requests payment information from the caller before confirming a booking. |
When these toggles are enabled and no POS provider is connected, additional scheduling settings appear:
| Setting | Description |
|---|---|
| Minimum Lead Time | How far in advance a reservation must be booked (e.g., 2 hours means callers cannot book within the next 2 hours) |
| Maximum Booking Window | How far into the future the AI can book (e.g., 30 days means no reservations beyond 30 days from today) |
Once you connect a POS provider on the POS Integrations page, some of these settings may move there or become read-only. See POS Integrations for details on how POS affects appointment configuration.
Writing tips
Bad: "We have a variety of pizzas."
Good: "We offer 12-inch pizzas: Margherita ($12), Pepperoni ($13), Hawaiian ($13), Veggie Supreme ($14). Add extra toppings for $1.50 each."
The AI can only quote prices and details that are explicitly written in your instructions.
Imagine someone calling and asking a question. Write the answer you would want your best employee to give.
Bad: "Award-winning establishment since 1995."
Good: "We've been open since 1995. Our most popular dish is the Chicken Parmesan ($16)."
Think about the unusual questions you get — the AI needs answers for those too.
Examples:
- "We do not deliver past 10 PM even if we are still open."
- "If someone asks for gluten-free options, tell them the grilled chicken salad and the salmon plate are both gluten-free."
- "We do not accept personal checks."
Out-of-date instructions cause wrong answers. Update whenever you:
- Change prices
- Add or remove menu items or services
- Change policies
- Have seasonal specials or temporary closures
You have up to 20,000 characters (about 3,000–4,000 words). If your content is longer, prioritize the information callers ask about most. Move less-critical details to a Quick Notes field if available.
After saving new instructions, go to Testing and ask the AI questions about the content you just wrote. This is the fastest way to verify the AI understood and can repeat your information accurately.
Last updated 1 week ago
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