Part of the AI assistant.
AI Chat → Settings → Behaviour is what the assistant can do, how it talks,
what it must never say, and what happens when it cannot answer. It is set once for the account, because it is the part
that is expensive to get wrong.
What it can do
- An online shop (it may search the catalogue and recommend) or Questions only.
- Reply language — leave empty to follow the visitor.
- Most turns in one conversation.
- Model — a faster one, or a more capable and slower one.
- Most conversations per billing cycle — your ceiling on what a cycle can cost.
How it should behave
Instructions are written as though you were briefing a new starter. Whatever you write, it cannot
invent a discount, a price or a promise — it only repeats what your catalogue, your sources and your
offers actually contain.
Never do these is kept deliberately separate. These are the rules you will be asked about if
something goes wrong, and they reach the assistant as numbered rules it may not talk its way out of.
When it does not know
You choose what it says, and then what it does: offer a person, take an email address, or apologise and stop. You can
also list words that skip straight to a person — refund is most people’s
first.
Handing over to a person
What it asks for first
Before handing over to a person decides whether a human costs an email address:
- Hand over straight away — ask for an email only if they offer one. Fastest for the visitor,
and the reason a case can reach the queue with nobody to reply to. - Hand over, then ask once.
- Require an email address first — no case is opened without one. It also turns “let me
talk to a person” into a form, and some people will leave rather than fill it in.
This is enforced on the server, not merely suggested to the assistant.
Out of hours
When nobody is signed in: pass it on anyway and email the team, or ask for an email address first.
Either way the team is emailed — the difference is whether a case is opened before there is any way to reply to
it.
Asking for more than a name
Also ask for, when handing over takes up to six things in your own words — an order number, a
postcode. The assistant works out how to ask them in conversation rather than as a form, and the answers are saved as an
internal note the visitor never sees.
Whether a placement may hand over at all
Each placement carries Can it hand over to a person? — on by default for a chat,
off by default for an ask box. With it off the assistant never offers a person and never opens a case,
and says so plainly rather than promising a follow-up that will not come.
still leaves you a way to reach them.
An address becomes a lead
An email captured at handover is written to the visitor’s profile, not just onto the ticket. If
that address already belongs to a profile, the two merge — the anonymous chatter becomes the
person they already were — and the tracker recognises them on their next visit. From then on they are segmentable,
targetable and syncable like any other known visitor.
create one.
Saved replies
Saved replies for your team are the answers your operators type over and over. They appear as a
picker in the reply box on the operator screen. The assistant never sees them and never says them to a
visitor.