Business description
The facts the agent falls back on when a knowledge search finds nothing — what you sell, to whom, and anything true of the business as a whole. Keep it factual. This is grounding, not instructions: it is treated as information to work from, never as commands.Instructions
Tone and subject matter. “Be warm but brief.” “Never discuss competitors.” “Always mention that delivery is free over ₹2,000.” Tune these in the Playground, against a live reply. Guessing at wording and shipping it is how you find out a week later that the agent has been ending every message with an emoji.Your instructions are treated as guidance on tone and subject matter, not as a
command channel. The platform’s own safety rules always win — which is what
stops a customer talking the agent out of them too.
Opening line
The first thing a visitor reads in the widget. Write it in the business’s own voice; “How can I help you today?” is a wasted sentence.Reply language
Either a fixed language, or match the customer — the agent replies in whatever language they wrote in. 37 languages, including all 22 of the Eighth Schedule. The picker is one A–Z list with each language in its own script, so there is no “other languages” section to scroll past.Answer style
Presets rather than a raw temperature number. Precise for policy and pricing questions; warmer where the conversation is a sales one.Model
Chosen per plan, and re-checked at request time — so downgrading a plan cannot leave a more expensive model quietly running.The agent does not go dark. If a model provider fails mid-conversation, the
reply falls through to another model rather than to silence. A customer looking
at a dead chat window is a worse outcome than a slightly slower answer.
Handing over to a person
Two triggers, each switchable — and Escalation covers what happens when one fires, including when a custom action fails:- When the material does not cover the question. The honest escalation.
- When the customer asks for a person, or is clearly upset.