> ## Documentation Index > Fetch the complete documentation index at: https://docs.reachcrew.space/llms.txt > Use this file to discover all available pages before exploring further. # Instructions, knowledge and lead categories > Steer how the CRM AI classifies replies and writes drafts with instructions, a knowledge base and your own lead categories. Three settings decide what the CRM AI does with a reply. **Lead categories** say how replies are sorted. **Instructions** say how to behave. **Knowledge** gives it facts about you. All three are per organization, and they apply to email, LinkedIn and WhatsApp replies alike. ## Instructions Instructions are standing guidance added to the AI's prompt. Open **Settings → AI → Instructions**. There are two lists, shown as two tabs with a count each: * **Reply drafting**: added to every draft the AI writes. Use it for tone, length, sign-off and what to offer or avoid. For example: "Sign off as Priya from Youse. Keep emails under 120 words. Never offer discounts; suggest a 20-minute call instead." * **Reply classification**: added to every classification of a reply or call. Use it to settle edge cases. For example: "A referral to a colleague counts as Interested, not Other. Replies from agencies are Not interested." ![Settings, Instructions page with Reply drafting and Reply classification tabs and an empty list with an Add instruction button](https://mintcdn.com/recahcrew/b3LOEBKCy3btecGb/assets/screenshots/app/instructions.png?fit=max\&auto=format\&n=b3LOEBKCy3btecGb\&q=85\&s=4da3a962618e74493b967fd6a9b4d150) Instructions are split into Reply drafting and Reply classification. **1. Add an instruction** Click **Add instruction**. Give it a short title and write the guidance. The AI receives each instruction as its own titled section. **2. Organize** Expand or collapse instructions, duplicate or delete one, and use **Copy all** or **Export JSON** to keep a backup. **3. Save** Click **Save**. The page shows **Unsaved changes** until you do, and **Discard** drops your edits. Limits: 50 instructions per list, titles up to 200 characters, each instruction up to 8,000 characters, and 20,000 characters across a list. The page warns before you reach them. Instructions steer the AI but do not unlock anything. It still never sends a message itself, and still does not state facts that are not in the context it is given. ## Knowledge Knowledge is the product, pricing and policy material the AI grounds its drafts in. Open **Settings → AI → Knowledge**, then click **Add document**. ![Settings, Knowledge page listing one document, About Northwind Demo, marked Always included, with an Add document button](https://mintcdn.com/recahcrew/b3LOEBKCy3btecGb/assets/screenshots/app/knowledge.png?fit=max\&auto=format\&n=b3LOEBKCy3btecGb\&q=85\&s=0dcdb0d065ffbba03c614430ac2e5023) Documents marked Always included go into every draft. Each document has: * **Title**, such as "Pricing and plans". * **Kind**: Custom, Company, Product, Pricing, FAQ, Scheduling, Objection or Case study. * **Content**, written in Markdown. Headings and lists help the AI find the right part. * **Tags**, comma separated, for example "pricing, onboarding". * **Always include in draft context**. Documents marked **Always included** go into every draft. Keep these short. Every saved edit creates a new version. **Archive** takes a document out of drafts, and **Restore** brings it back. The **Active** and **Archived** tabs list each. For each draft the AI is given the always-included documents first, then the best matches for the conversation, up to a limit of about 2,000 tokens. Longer excerpts are cut off to fit. Under a draft, **Knowledge used** shows which excerpts it relied on, so you can check where a claim came from. The classifier also receives your knowledge as background about you, not about the person replying. > [!TIP] > > Put the facts people ask for in separate short documents, such as pricing, scheduling and one common objection. A single long document wastes the limit on text that is not relevant. ## Lead categories Open **Settings → CRM & leads → Lead categories**. Replies are sorted into four fixed categories: **Interested**, **Customer**, **Not interested** and **Other**. Under each are **subcategories**, which you can change. Each row shows: * **Subcategory**, with how many active records it holds and its funnel stage, or "Not a funnel stage". * **Classification description**: tells the AI when a reply belongs here. A subcategory with no description shows a prompt to add one. Be concrete: "The person explicitly asks for a product demo". * **Sequence**: the [sequence](https://docs.reachcrew.space/crm/sequences.md) that starts for it, or **No sequence**. ![Settings, Lead categories page listing the Interested subcategories with their classification descriptions and a sequence selector for each](https://mintcdn.com/recahcrew/b3LOEBKCy3btecGb/assets/screenshots/app/lead-categories.png?fit=max\&auto=format\&n=b3LOEBKCy3btecGb\&q=85\&s=326d7e8eb53b7e72f7d90fb088e5ad41) Each subcategory has a description for the AI and a sequence to start. Use **Add subcategory** in a category to create one. Its dialog asks for a **Name**, a **Classification description** and a **Funnel stage**. Use **Edit** on a row to change them. **Delete** removes a subcategory, but not one that still holds CRM records or classification history. The **Funnel stage** is a number. The AI can move a lead only to the same or a higher stage. Leave it empty for outcomes that are not funnel stages, such as Out of Office or Not interested. See [Pipeline](https://docs.reachcrew.space/crm/pipeline.md) for the starter set and how stages interact. > [!NOTE] > > New organizations start with a default set of subcategories but no sequences. Add yours and attach them here. ## How they work together When a reply arrives, the classifier sees your categories and their descriptions, your classification instructions and your knowledge. It returns a category, a subcategory, a confidence and a reason. After classification, the draft is written from the conversation, the sequence step's goal, your drafting instructions and the matching knowledge. If a result looks wrong, fix the wording of the description or the instruction rather than correcting every reply by hand. ## Related > [card] [Sequences](https://docs.reachcrew.space/crm/sequences.md) > > Build the flows you attach to subcategories. > [card] [Action required](https://docs.reachcrew.space/crm/action-required.md) > > Review the drafts these settings shape. > [card] [AI provider](https://docs.reachcrew.space/workspace/ai-provider.md) > > Choose the model that runs all of this. > [card] [Pipeline](https://docs.reachcrew.space/crm/pipeline.md) > > Funnel stages and the default pipeline. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.