Guidance: the rules Moshee follows

Guidance is where you tell Moshee how to sell. Find it in Agent, then Guidance. Write it in plain sentences, the way you would brief a new salesperson.

What goes where

• Basics: tone, reply length, and language.
• Goal: how far Moshee may go on its own, and what it should get from a buyer. Pick a suggested goal, or tap Something else, describe it, and tap Check to see whether Moshee can do it. You can set one goal per channel.
• Communication style: the words and phrasing Moshee uses.
• Handover and escalation: when Moshee stops and passes the chat to you.
• What we do not do: things Moshee should turn down, in your words.
• Other: anything that does not fit above.

Rules are short sentences, for example:

• "Always get the buyer's name and preferred viewing day."
• "Hand over any question about bulk or corporate orders."
• "Do not offer delivery outside Singapore."
• "Never commit to a trade-in price before we see the phone."

Facts such as prices, opening hours, and payment methods belong in Price list and Business info rather than Guidance. Guidance is for how Moshee behaves.

Guidance also has a Proactive messages card. Turn it on and Moshee follows up once with a customer who went quiet. It is off until you turn it on.

Different rules per channel

Guidance applies to all channels unless you set it for one. You can write a rule for Carousell only or WhatsApp only. When a channel rule and an all-channels rule disagree, the channel rule wins. You can edit Guidance in the UI view or as Markdown, using the switch at the top.

Example: how much discount Moshee can give

If you write nothing about discounts, Moshee passes every discount request to you. It restates your price and hands over the chat, and does not offer anything on its own.

To give it some room, add one line under Handover and escalation, for example: "You can go up to S$50 off. Anything more, pass it to me." Moshee then negotiates within that limit and hands over anything beyond it.