Writing effective notes
Notes are how you tell Mimir what to do. This article is about writing notes that actually change Mimir's behaviour — and why a note sometimes seems to be ignored.
Titles matter more than you'd think
When Mimir decides which notes to open, it first sees only the titles. It picks what to read based on those.
That means a title like "Only the new one — June 2026" is close to useless: Mimir cannot tell from that title when the note applies. A title like "Order changes and updates" tells it exactly when to open the note.
👉 Write the title as the topic it covers, not as a reminder to yourself.
One topic, one note
The most common reason a note "doesn't work" is that another note contradicts it.
If you have three notes touching order changes — one about exchanges, one about cancellations, one that says "changes are not possible after shipping" — Mimir has to reconcile them, and it may follow the wrong one. It isn't ignoring your note; it's reading a different one and reaching a different conclusion.
Do this instead: merge everything about a topic into a single note that reads as one coherent policy. One source of truth per topic.
Don't do this: write a new note that says "ignore the previous note about X". Overriding notes make the problem worse, because now there are more conflicting instructions, not fewer. Update the original note and remove what's out of date.
What belongs in a note, and what doesn't
Notes are for guidance you'd give a new colleague: rules, policies, tone, how to handle particular situations.
Two things should not go in notes:
Content that already lives on your website. Mimir indexes your site automatically and keeps it current. Copying a shipping page into a note just creates a second version that will drift out of date.
Information that changes per customer, like order status or stock. That's what skills are for — a skill fetches the live answer at the moment it's needed.
Making a note apply narrowly
When you create a note you can limit where it applies:
Modalities — Chat, Mail, or both. Useful for instructions that only make sense in one place, such as how to sign off an email.
Regions — limit a note to specific markets, when a policy differs by country.
Date range — set a start and end so the note applies only during a campaign or a holiday period, and stops on its own afterwards.
A note with no restrictions applies everywhere, all the time. That's usually what you want.
When a note still doesn't seem to apply
Open the conversation and expand Mimir worked for X seconds to see which notes and sources it actually read. This usually identifies the competing source immediately.
Check the note's modalities, regions and date range — a note limited to Chat won't affect email.
Check whether an indexed page states the opposite. Notes take precedence over resources, but only when Mimir opens the note, and it opens notes based on their titles.
A worked example
Before — three separate notes:
"Exchanges" — exchanges allowed on unshipped orders
"Change order" — escalate order changes to a human
"Shipping" — mentions in passing that shipped orders can't be changed
Mimir reads "Change order", decides to escalate, and offers the customer something your policy doesn't allow.
After — one note titled "Order changes and updates", stating when changes are possible, what counts as an exchange, what to offer when a change isn't possible, and which cases must go to a human. The old notes are deleted, not superseded.