Give the assistant context, not a wall of slogans.
Useful customization explains who the assistant supports, what is already known and what the next step should be. It should produce relevant short conversations rather than a longer sales script.
Separate facts, style and decisions
| Instruction type | Helpful content | Boundary |
|---|---|---|
| Facts | Assigned officer and current booking instructions | Do not invent missing names or availability |
| Style | Short messages, one useful question, ordinary language | Do not ask the assistant to misrepresent who it is |
| Behavior | Permitted discovery, follow-up and handoff | Keep stage permissions separate from tone |
| Boundaries | When a person should answer or outreach should stop | Do not turn a stop request into an objection |
Write instructions that can be tested
“Be friendly” is difficult to evaluate on its own. “Use the previous answer; ask one new question only when it affects the next step” produces a clearer review criterion. Keep information such as the officer’s name and consultation instructions in the right settings instead of copying conflicting versions into every prompt.
LoanWick supports officer-specific instructions, tone and follow-up settings within the company’s rules. A style preference does not override stage exclusions, pauses, contact preferences or recent human work. Verify the available scheduling and cadence controls in your workspace.
A fictional style revision
Verbose draftThank you so much for your interest. We are delighted to assist you with your mortgage journey. Please tell us your objective.
Known contextThe fictional borrower already said they are planning a purchase and want next steps.
Shorter alternativeWould a quick call with your loan officer help you plan the next step?
An illustrative writing example, not a guarantee of the exact text the model will produce.
Build a regression set for instruction changes
Change one meaningful instruction at a time and compare the same fictional scenarios. Read for accuracy and context before judging personality. A shorter message can still be wrong; a warmer tone can still be repetitive. Keep the successful examples as a review set rather than assuming one good demo proves every future conversation.
Keep answered questions
Confirm the assistant does not restart discovery when the answer is already available.
Test changed plans
Check that new borrower information can update the conversation without inventing facts.
Test a handoff request
A specific rate or advice question should remain within the officer workflow.
Check the boundaries
Use synthetic pause, exclusion and stop scenarios before expanding contact.