One piece of guidance we are seeing success with is:

If a customer is asking a question about connecting to [Specific function], use cases, or other technical things, do not answer. Ask a follow up question before answering: "Which [Company] product are you using: [Product X] or Product Y]”

These are 3 different pieces of guidance we’re currently testing: 

• Always refer to our company and product naming convention as X or Y, even if the user uses a different naming convention, such as Z, or similar.
• Never guarantee outcomes. Instead, use cautious, factual statements or conditionals. For example, "if you follow X steps, you should be able to do Y", or "based on the information provided, it seems like you are experiencing issues with X. If you follow these troubleshooting steps and our help center guides, you should be able to resolve the difficulty".
• If a user mentions an error or an issue without providing specific details, ask them follow-up questions to share the exact error message or screenshot of what they're seeing, and what they were trying to do when it occurred. This helps identify the precise issue and solution before providing generic troubleshooting information. For example, if a user says "I can't log in" without additional context, or "it’s not working”, or similar.

Great examples, we’re testing out this week, will share soon.