How Mimir Works
Mimir relies on four key building blocks when talking to your customers: Notes, Resources, Products and Skills. Each plays a different role in shaping how Mimir understands, responds, and acts.
Understanding how these work — and how to use them together — will help you get the most out of Mimir.
Notes
Notes are internal instructions that are always visible to Mimir. Think of them as sticky notes on Mimir’s desk — constant reminders that shape its behavior and responses. You will most likely be using Notes the most.
Use Notes for:
Information you wouldn’t publish in an FAQ but want Mimir to know.
Direct guidance on tone, priorities, or special cases.
Iterating quickly when you notice Mimir needs a correction.
Because Notes are always included in Mimir’s prompt, they should be clear, direct, and non-conflicting.
Resources
Resources are your knowledge library: FAQs, guides, articles, and reference docs. Unlike Notes, they aren’t shown in full all the time. Instead, Mimir sees a list of available resources and chooses when to open and use them.
This helps keep Mimir’s focus sharp while still giving it access to depth when needed.
👉 Tip: If you notice Mimir overlooking or misusing a resource, add a Note explaining when it’s relevant and how to apply it.
Products
Mimir has access to your full product catalog. Mimir has access to some powerful search tools to navigate your product catalog, and will use this freely to find products on behalf of customers.
You can influence this in two ways:
Notes - to guide how Mimir searches. Shape its approach, and give input like you would a new salesrep. Make sure to keep the notes as general as possible
Preferred/unpreferred settings — in the product search tool, where you can flag which products should be prioritized.
Mimir will decide by it self what to search for, and what to recommend. When Mimir searches, results are grouped as preferred, unpreferred, or neutral. Mimir will always try to recommend preferred products first, but it won’t hesitate to choose an unpreferred one if it’s the best fit for the customer.
Skills
Skills are how Mimir takes actions. They can perform tasks (like cancelling or updating an order) or fetch live information (like checking order status).
Each skill has:
A description, so Mimir knows what it does.
Required inputs, which ensure Mimir provides the right details to use it correctly.
👉 Tip: If you want Mimir to always include specific information in a process (for example, when creating a ticket), build that into a skill’s required inputs. That way, Mimir is forced to gather and use that data every time.