Tradesly · Guide
Change your agent by describing the change
Plain language is the interface: say what you want, read the response, and test the result.
You do not need to write a script or find a technical setting every time you want your AI to behave differently. Open the teammate's coaching workspace and describe the change in the same words you would use with a new team member.
For example:
“When someone asks about a water heater replacement, do not quote the full job over the phone. Offer to book an estimate instead.”
A useful instruction says what should happen, when it should happen, and what the customer should be offered next. It does not need special syntax.
1 Make the instruction easy to follow
Start with one outcome. “Make calls better” is too broad to test. “Ask for the service address before offering an appointment” gives you a behavior you can hear on the next call.
Include the boundary when it matters. If weekday evenings are allowed but weekends are not, say both parts. If a rule applies only to the Sales Caller, name that job in your instruction. Clear scope prevents you from relying on an assumption that was never written down.
Use business facts in their dedicated Settings sections when possible. Keep your name and contact details in Business Profile, hours in Business Hours, coverage in Service Areas, and services in the relevant Catalog section. Use coaching for how the teammate should handle those facts in a conversation.
2 The steps
Open the teammate in your test account.
From Your AI Team, press Coach on the Receptionist, Callback Pro, or Sales Caller. If you do not have a test account yet, ask Tradesly to provide one.
Describe one outcome.
State the situation, the behavior you want, and the next action the teammate should offer.
Read the response carefully.
Check that it reflects your instruction. If the response is too broad or misses a boundary, correct it in the same chat.
Review the customer-facing result.
Use the test experience shown for the teammate. Check the answer, business facts, and next action against your instruction.
Record approval or one correction.
Keep the example your team reviewed. If the result is approved for live use, contact Tradesly; otherwise return to Coach with one specific correction.
3 Keep test and live work distinct
Your test account is the safe place for coaching changes. Any Tradesly customer can request one. Confirm the account name before you edit, and keep unapproved work away from the live account.
When your team is satisfied with the customer-facing result, contact Tradesly for the next live-account step. Include the teammate and the business outcome you approved; support will confirm any additional information needed for your account.
A test call is a real call. Use your own details, and remove any appointment or text created during testing if you do not want to keep it.
4 Use the result to improve the instruction
Listen for more than the exact sentence you requested. Check whether the answer uses the right business fact, sounds natural, and gives the customer a useful next step.
If the result misses, describe the difference plainly:
“The answer explains our price policy correctly, but it should also offer to book an estimate before moving on.”
The goal is not to write a perfect instruction on the first try. It is to state one clear customer outcome, review what the customer would experience, and leave a useful record of what your team approved or still needs to correct.