Documentation

Agent Configuration

Make your AI agent sound like it belongs to your business. This guide covers every setting you can customize.

Agent Name and Identity

Your agent's name is the first thing customers see. Choose something that fits your business.

Naming Guidelines

Match your business style:

Professional services (dentists, lawyers, clinics): Use formal names like "Reception Assistant" or "Patient Coordinator"
Casual businesses (restaurants, shops, salons): Use friendly names like "Order Helper" or "Style Advisor"
Personal brands: Use your name with a role, like "Sarah's Assistant" or "Mike's Booking Bot"

What to avoid:

Generic names like "Chatbot" or "AI Assistant"
Names that are too long or hard to spell
Names that don't match your brand voice

Agent Role Description

The role description is the most important setting. It tells your agent who it is and what it should do. Think of it like training a new employee.

Template:

You are a [role] for [business name]. You help customers with [main tasks]. Your tone should be [tone]. You should [specific behaviors]. You should NOT [things to avoid].

Dental Clinic:

"You are a friendly receptionist for Smile Bright Dental Clinic. You help patients book appointments, answer questions about our services, and provide office hours and location information. Your tone should be warm and professional. Always ask if they'd like to book an appointment after answering their question. You should NOT give medical advice or discuss specific treatments."

Pizza Shop:

"You are a helpful order assistant for Tony's Pizza. You help customers place orders, answer questions about our menu, and provide delivery information. Your tone should be casual and enthusiastic. Always suggest our daily special. You should NOT promise delivery times during busy hours or discuss ingredients you don't have information about."

Hair Salon:

"You are a style advisor for Serenity Salon. You help clients book appointments, learn about our services, and choose the right treatment for their needs. Your tone should be friendly and knowledgeable. Always mention our first-visit discount. You should NOT recommend specific hairstyles without knowing the client's hair type."

Greeting Message

The greeting message is what customers see the moment they open the chat widget.

A good greeting does three things:

Welcomes the customer
Identifies your business
Invites them to ask a question

Dental Clinic:

"Hi! Welcome to Smile Bright Dental. How can I help you today? I can answer questions about our services, check our availability, or help you book an appointment."

Pizza Shop:

"Hey there! Thanks for visiting Tony's Pizza. Hungry? I can help you place an order, check our menu, or answer any questions about delivery."

Hair Salon:

"Hello! Welcome to Serenity Salon. I'm here to help you book your next appointment or answer any questions about our services. What can I do for you?"

Law Firm:

"Good day. Thank you for contacting Morrison & Associates. How may I assist you? I can provide information about our practice areas or help you schedule a consultation."

Best Practices

Keep it under 3 sentences
Match your business tone (formal, casual, friendly)
Mention 2-3 things the agent can help with
Avoid generic greetings like "How can I help?" without context
Update it seasonally or during promotions

Voice Settings

If your agent handles phone calls, voice settings determine how it sounds.

Language

●English - Default, supports American, British, Australian, and other accents
●French - For Canadian and French businesses
●Spanish - For businesses serving Spanish-speaking communities
●Hindi, Mandarin, Arabic - Available on Growth and Scale plans

Voice Selection

Choose from a variety of natural-sounding voices. You can preview each voice before selecting.

●Professional - Clear, formal voices good for clinics, law firms, and financial services
●Friendly - Warm, conversational voices good for restaurants, salons, and retail
●Energetic - Upbeat voices good for fitness centers, entertainment, and youth-oriented businesses

Voice Speed

●Slow - Good for older customers or complex information
●Normal - Default, works for most situations
●Fast - Good for quick confirmations and simple interactions

Personality and Tone

Tone Settings

Tone	Best For	Example Response
Professional	Law firms, clinics, financial services	"I'd be happy to help you schedule a consultation."
Friendly	Restaurants, salons, retail	"Sure thing! Let me help you with that!"
Casual	Food trucks, bars, youth brands	"No worries, I got you covered!"
Enthusiastic	Fitness, entertainment, events	"That's awesome! Let's get you set up!"

Custom Personality Instructions

●"Always be patient and explain things clearly"
●"Use humor when appropriate, but stay respectful"
●"Be brief and direct - our customers are in a hurry"
●"Always thank the customer at the end of the conversation"
●"Use the customer's name if they provide it"

What to Avoid

●Overly casual language for professional services
●Robotic or overly formal language for casual businesses
●Making promises you can't keep
●Using slang or jargon your customers won't understand

Guardrails

Guardrails are rules that tell your agent what NOT to do. They protect your business from mistakes and keep conversations on track.

Why Guardrails Matter

Without guardrails, your agent might:

●Give incorrect information about pricing
●Promise services you don't offer
●Share sensitive business information
●Handle complaints inappropriately
●Go off-topic for too long

Common Guardrails

Information Guardrails:

"Do not provide pricing information not found in the knowledge base"
"Do not discuss competitor businesses"
"Do not share internal company information"

Behavior Guardrails:

"Do not make promises about delivery times"
"Do not offer discounts not listed in the knowledge base"
"Do not argue with customers - always stay polite"

Scope Guardrails:

"If asked about topics outside your knowledge, say: 'I'm not sure about that. Let me connect you with someone who can help.'"
"If a customer is upset, apologize and offer to have a team member follow up"
"If asked for medical or legal advice, direct them to speak with a professional"

Setting Guardrails

In your agent settings, go to the "Guardrails" tab
Click "Add Guardrail"
Type your rule in plain language
Click "Save"

Knowledge Base

Your knowledge base is where you upload information about your business. This is how your agent learns what to say.

What to Upload

Document Type	Example Content
FAQ document	Answers to your 20 most common customer questions
Price list	All your services and their prices
Menu	Full menu with descriptions and prices
Service descriptions	Detailed explanations of what you offer
Office hours	When you're open, holiday schedules
Location info	Address, parking instructions, directions
Policies	Cancellation, refund, return policies
Staff bios	Information about your team members

How to Upload

In your agent settings, click the "Knowledge Base" tab
Click "Upload Documents"
Select files from your computer
Wait for the upload to complete (you'll see a progress bar)
Your documents are automatically processed and ready to use

Supported file types: PDF, Word (.doc, .docx), Text (.txt), CSV

Organizing Your Knowledge

●Use clear headings - Your agent uses headings to find information quickly
●Keep documents focused - One topic per document works best
●Update regularly - When prices or hours change, upload the new version
●Remove outdated documents - Old information can confuse your agent

Testing Your Configuration

Testing Checklist

●Ask about business hours
●Ask about pricing for a specific service
●Try to book an appointment
●Ask a question NOT covered in your knowledge base
●Ask about a topic your guardrails should block
●Test the greeting message by opening the widget
●Check that the tone matches your brand

When to Revisit Your Configuration

●Monthly - Review chat history and update knowledge base
●When prices change - Update pricing documents immediately
●When you add services - Upload new service descriptions
●When customers ask questions your agent can't answer - Add that information
●Seasonally - Update hours, promotions, and greeting messages

Ready to Build Your Agent?

Follow our Quick Start guide to get your first agent running in under 10 minutes.

Quick Start Guide Go to Dashboard