Give Pioneer AI instructions

Instructions tell Pioneer AI how your team works: naming conventions, preferred tools, who to escalate to. A safety review policy adds rules that the automatic approval review checks before it approves an action, such as “never restart servers during business hours”. This page shows how to set both, for your organization and, on the MSP plan, for one client.

Before you begin

• You need ai:manage, which the owner holds.
• Instructions guide Pioneer AI. They are lower priority than its own rules, so they cannot give it permissions, lift an approval, or allow an action that is never allowed.
• A safety review policy matters only where automatic approval is on. Without it, a technician approves every change anyway.

Set organization instructions and policy

1. Go to Settings > AI.
2. In Instructions for Pioneer AI, enter how your team works, up to 4,000 characters.
3. In Safety review policy, enter the rules the review must check, up to 2,000 characters.
4. Select Save.

Instructions apply from the next message sent in any conversation.

Set instructions and policy for one client

On the MSP plan, each client can add its own:

1. Go to Clients and open the client.
2. On the AI card, enter Instructions for this client, up to 4,000 characters. They are added after your organization instructions in conversations about this client.
3. Enter Safety review policy for this client, up to 2,000 characters. The review checks it together with the organization policy for actions on this client.
4. Select Save.

How the safety review uses a policy

When automatic approval would approve an action, and a safety review policy or a team memory applies to it, the review checks the action a second time against those rules. The action is approved only if both checks allow it. A policy can only make the review stricter: if a rule does not clearly apply, it does not block the action, and no rule can approve something the first check refused. When the policy blocks an action, the approval card shows the review’s reason and waits for the technician.

The review states the current time in the technician’s time zone (their time zone preference in the console, otherwise their browser’s), so rules about business hours or maintenance windows work in local time. It uses that clock, never a time written in the conversation.

Instructions never reach the safety review, and neither do personal memories.

Verify

• Instructions. Start a new conversation and ask something they cover, such as how to name a new device group.
• Policy. With automatic approval on, ask for an action your policy forbids. The approval card waits for you and shows the review’s reason.

Every change to these settings is recorded in the audit log.

Next steps

• Turn on automatic approval
• Manage Pioneer AI memories