Assistant purpose and voice
What it's for, what it must never say, and how it sounds.
Where this lives
Knowledge → Assistant purpose. Each card saves separately, so finish one and save it before moving on.
What your assistant is for
One sentence describing the job. This does more for answer quality than any other single field, because it tells the assistant what to do when a question is ambiguous.
"Help customers choose a treatment and book it, and answer questions about aftercare."
"Answer questions about our menu and take pickup orders. We don't deliver."
Write the job, not the personality — personality is the next card down.
Do's and don'ts
Hard rules, added one at a time. Pick Always or Never, write the rule, and click Add. They're grouped into two lists you can remove from later.
This is where to put anything you cannot afford the assistant to get wrong — the things that are a problem if they happen even once.
- Never promise a delivery time
- Never give medical or dietary advice beyond listing our allergens
- Never offer a discount that isn't already on the site
- Always mention that our kitchen handles nuts
- Always point people at the phone number for anything urgent
Keep each rule short and specific. "Never discuss competitors" works; "be careful about what you say" doesn't.
Name and voice
- Assistant name — what it introduces itself as. Up to 50 characters. Leave it blank and it stays generic.
- Special instructions — up to 500 characters of free text for anything that isn't a hard rule: what to mention, what to recommend, how to handle common situations.
- Tone — casual, friendly or professional. Friendly suits most businesses.
- Reply length — concise, balanced or detailed. Concise suits anywhere people are ordering in a hurry; detailed suits considered purchases.
- Emoji — how freely it uses them, from none to frequent.
Example special instructions
"Mention the daily special when someone opens with a greeting. Ask about dietary requirements before recommending anything. If someone's choosing between two dishes, say which is more popular."
Welcome message
The first thing a customer sees when the chat opens. Keep it short, say what the assistant can do, and invite a question.
"Welcome to Mario's! 🍕 Ask me anything about the menu, or tell me what you're in the mood for and I'll suggest something."
"Hi — I can help you find a treatment, check availability, or answer questions about aftercare. What are you looking for?"
You can also set what appears alongside it — your catalog sections and up to four suggested questions — in Settings → Brand → Opening screen.
Embedded tools
Booking links and forms that open inside the chat are configured at the bottom of this section. See Embedded tools.
💡 Pro tip
Purpose and do's-and-don'ts do the heavy lifting; tone and emoji are decoration. If answers aren't good enough, fix the purpose sentence before touching anything else.