A: Custom rules, referred to as 'Instructions' in Bot9, are a powerful feature that allows you to define conditions or guidelines that dictate how your bot should respond to user queries.

They can be thought of as 'If-Then' procedures for your bot - if a condition is met, then perform a certain action.

Each instruction has 3 components: name (for your own reference), instruction, and an action (optional).

Here's an example of instruction:

Name: Update conversational status
Description: If the user input contains the word "cancel", reply "Please wait while I transfer this chat to the relevant person".
Action: Assign chat to human