The AI Agent page is where you set its identity: the name it replies under, the rules it always follows, how it sounds on each channel, and what it signs off with. Available to Managers and Admins.
Basics
- Go to AI Agent in the sidebar.
- Set Agent Name, the name customers see when the AI drafts or sends a reply.
- Optionally upload a Profile Picture.
- Optionally write General Rules: things to never say, how to handle escalations, etc. These always apply, on every channel.
- Click Save.
Tone per channel
Write a different tone for each channel, email, chat, WhatsApp, Instagram, Facebook, switching between them with the tabs above the text box. Useful if you want to sound more formal in email and more casual in chat.
Signature
Set a signature appended to the end of AI-drafted replies, with separate tabs for Email and Other (chat and social channels), since an email sign-off usually doesn't fit a chat bubble.