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Instruct is the chat inside Rulebase that can read your workspace. Ask it which issues drove the most tickets last month, have it pull a ticket apart and explain what the agent missed, or point it at a policy document and ask what your team is supposed to do. It answers by querying your own data rather than guessing, and when the answer needs more than a paragraph it builds something you can open and send to someone else.

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Before you start

Instruct is granted per role, and it is not on for everyone by default: administrators have it, and every other role needs it added. If your sidebar has no Chats section and no Instruct button sits in the page header, that is what you are missing: an admin can grant the Instruct permissions to your role under Settings > People > Roles. Instruct reads what has already synced into Rulebase, so a workspace in its first week will tell you it could not find something rather than inventing a number.

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Start a chat, from anywhere

There are two ways in. A full chat page, from New chat at the bottom of the Chats section in the sidebar. Use it for analysis you expect to come back to, or want to send to someone. An overlay, from the Instruct button in the page header or Cmd+J (Ctrl+J on Windows) anywhere in the app. Esc tucks it away. The overlay opens on top of the screen you were reading and takes that screen with it, so on a ticket, a dashboard, or a scorecard you can ask “what went wrong on this one?” without naming it. Either way, type the question the way you would ask a colleague. Working out which tickets, evaluations, or records to read is Instruct’s job, not yours.

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Point it at something specific

Type @ in the composer to search your workspace and drop a real record into the message. Tickets, teammates, agents on your roster, customers, companies, onboarding cases, and knowledge base documents all resolve this way, and a mentioned record means Instruct reads the ticket you meant instead of searching for one that matches your description. The settings icon beside the paperclip opens three more choices:
  • Models — which model answers. Leave it on the default unless you have a reason to change it.
  • Skills — a saved set of instructions for a recurring job. Attaching one tells Instruct how your team wants that job done.
  • Knowledge base — a specific document to read, for when the answer should come from your own policy rather than from ticket data.
Instruct composer toolbar open showing Models, Skills, and Knowledge base
If an answer comes back close but not right, reply in the same chat rather than starting over. Everything already established in the thread still applies, so “split that by team” or “only the last 30 days” is a short follow-up instead of a rebuilt question.

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Work with what it builds

Above each answer sits a line like Ran 4 commands, retrieved 2 schemas, ran 7 queries. Expand it when a number looks wrong and you get the actual queries. When the answer deserves a layout rather than a paragraph, Instruct builds a canvas: a small interactive view rendered from your data, with headline figures, tables, and rows you can click into for the tickets behind them. An Instruct answer with a Ticket volume and top issues canvas showing total tickets, the top issue, and a table of issues by volume The icons in the card’s corner copy a link to the canvas and open it larger; canvases Instruct produced as files get a download icon too. Ask for a change (“group these by week”, “add average handling time”) and the canvas is rewritten in place rather than repeated further down the chat. Not everything arrives as a canvas. Instruct also writes to the product when you ask it to: dashboards and the charts on them, sheets, documents saved into Knowledge. Ask it to set up QA evaluations for a list of tickets, or attach a CSV of ticket IDs, and it comes back with a confirmation card where you drop the rows you did not want before anything is submitted; nothing is written on its own initiative. Ask for “an agent that emails us a weekly summary” and you will usually get a report (a saved, scheduled summary) rather than an agent. Recurring deliverables are what reports are for. Ask for something that watches for events and acts on them and you get a managed agent instead. See Create a managed agent for that side of it.

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Share the result

Share in the chat header copies a link to the whole conversation, canvases included. The share icon on a canvas copies a link to just that canvas, on its own page. Which one you want depends on whether the reasoning matters or only the result does. Both links need the recipient signed in to your Rulebase organization; neither is a public URL. They do not need Instruct access of their own to read what you send, so a link is a reasonable way to get an answer in front of someone whose role does not include Instruct.

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Keep your chat list usable

Chats live under Chats in the sidebar: anything you have pinned, then your five most recent. A chat is named after your opening message, which stops being useful somewhere around the tenth one, so from the ... menu on a chat you can Rename it to something you will recognise next week or Archive it to take it out of your history. The pin icon that appears on hover keeps the ones you return to at the top.