How to write Instructions
The Instruction field is notes for the assistant, not the exact text the customer receives.
Use it from Aventora CRM (Quick Aventora, Start New, table channel icons, or bulk engage) and from Engagement Hub (Single Call, Bulk Call, campaigns). This page explains what to write so the first message stays on topic and replies stay on that topic.
What the customer actually receives
| Step | What happens |
|---|---|
| You type an instruction | Notes for the assistant: topic, details, and what to do if they reply. |
| First SMS / opening | Hub polishes those notes into a short customer message (for example “Hi Amir, we’ve got some new products…”). |
| They reply | For Informational outreach that is not an interest check, the assistant continues your topic. Casual replies such as “Let’s have a chat” stay on that topic. |
| Interest-check briefs | If you asked whether they are still interested, a “yes” / “tell me more” can offer a callback (reply YES for a call, or STOP to opt out). |
| They want a person | If they clearly ask for a person or a phone call, Hub can notify your team. |
CRM Engage does not send the instruction verbatim and does not expose Hub Instruction mode (Override / Script / Context). CRM starts use Override: the instruction is context for the assistant.
How to write a good Instruction
Include all of the following when you can:
- Topic — what this outreach is about (new products, a reminder, a thank-you).
- Specifics — names, locations, dates, or offers the assistant should mention.
- If they reply — what to share or offer next (highlights, a visit, answers to questions).
Write in plain language. You can write like notes to a colleague (“Let them know we have new products…”). Do not expect that wording to go out unchanged.
Examples
| Weak | Better |
|---|---|
| Just wanna let you know that we have new products. | New products at Aida Gharaee. If they reply, share a couple of highlights and offer a visit or a call. |
| Follow up. | Follow up on last week’s meeting. Remind them of the Thursday 2pm slot and ask if that still works. |
| Are you interested? | Ask if they are still interested in learning more about our coverage. If they say yes, offer a callback. |
The first row is the common CRM mistake: the assistant can polish a short first SMS, but a thin brief gives it little to continue with when the contact replies.
Choose the right type
| Type | Use when | If they reply |
|---|---|---|
| Informational | Announce or update (new products, thank-you, reminder). | Continues your instruction topic, unless you wrote an interest check. |
| Conversational | You want them connected with a person. | Asks availability and can notify you or bridge. |
| Confirmational | Confirm an existing appointment. | Confirm / reschedule / cancel flow. |
| Appointment Booking | Book a new time on a calendar. | Scheduling flow. |
| Pull | A multiple-choice question (feedback, timing, topics). | Records their choice. |
For a product announcement from CRM, keep Informational and write a detailed brief. Use Conversational only when the goal is a live conversation with your team.
In Aventora CRM
- Open a Person record (or select people on the list for bulk).
- Use Quick Aventora, Start New, or the SMS/phone/email icons.
- Pick a Quick Message Template, or Custom message.
- For Custom, choose Type and write the Instruction.
- Click the info icon next to Instruction for in-app examples.
- Choose channel, then Start or Schedule.
The Instruction box is labeled as notes. Hub still polishes the first message; replies follow the topic you described.
Related: CRM user guide — Engage by Aventora.
In Engagement Hub (Single Call)
Hub Single Call has an extra control CRM does not: Instruction mode.
| Mode | Meaning |
|---|---|
| Override (default) | Instruction is a brief. The assistant follows generic flow rules and uses your notes as context. Informational SMS is polished into a short first text. |
| Script | The instruction is the script. Use this when the opening must be said or sent as written. |
| Context | Full generic rules; instruction is extra context only. |
CRM Engage always behaves like Override. If you need Script, start the engagement from Hub Single Call, not from the CRM popup.
See also Engagement Hub Quick Guide.
Changelog
| Date | Change |
|---|---|
| 2026-09-04 | New guide: How to write Instructions for CRM Engage and Hub. Informational replies continue the original topic unless the brief is an interest check. |