Information and rules

If you put everything in one note, the assistant treats an instruction like a fact, or a policy like a suggestion. Split them so a customer gets the right answer in chat and in email.

Information is what is true: hours, a return window, a phone number. Rules are what to do: ask for the order number, stay formal, do not promise a refund. "Support hours are 9 to 17" is information. "Always ask for the order number and email" is a rule.

You edit information on the group. You change rules by telling the internal assistant. The next customer message uses both. You do not restart anything.