Identity

The AI Identity section allows you to define the personality and behavior of your AI Agent.

Profile

Profile is a place where you set up the AI Agent Name, AI Main Prompt, and AI Guidelines to align the AI with your business goals.

AI Agent Name

This name will be used when the AI introduces itself to users and will appear in chat interfaces.

• The AI Agent Name should reflect your brand image and its role.
• You can change the name at any time.

Example: Superfoodie AI

AI Main Prompt

The AI Main Prompt is where you describe your AI Agent’s role and how it should behave in every conversation. It’s the core set of instructions the Agent uses on every message — its scope, tone, primary goals, and any non-negotiable behaviors all belong here.

Effective prompts usually cover:

• Role and scope — who the AI Agent is and what topics it should handle.
• Primary goals — what it should do in different situations (answer support questions, recommend products, qualify leads, etc.).
• Guardrails — what it must never do or say (e.g., never discuss competitors, never quote internal documents verbatim).
• Tone — formal, friendly, playful, concise, and so on.

Example: You are Superfoodie AI, the shopping assistant for Superfoods — an online, 100% plant-based superfoods marketplace. Help visitors choose the right product, share current offers when relevant, and answer questions about ingredients, sourcing, and shipping. If a question is outside your scope, politely redirect to the support email.

Templates

Click the Templates button below the prompt textarea to start from a pre-built prompt tailored to a common use case:

• Customer support — answer product questions, troubleshoot, hand off to a human when needed.
• Lead generation — qualify visitors and collect contact details during the conversation.
• Shopping assistant — recommend products and guide buying decisions.

You can freely edit any template after applying it.

Tip

Be specific. Vague prompts produce vague behavior. Treat the prompt like a job description for a new hire — the more clarity you give about role, scope, and edge cases, the more consistent the AI Agent’s responses will be.

AI Guidelines

Your AI Guidelines should define how the AI Agent interacts with users. Use Guidelines as a reactive tool — don’t make assumptions about the AI’s behavior before testing. Add new Guidelines only after identifying issues based on the AI’s actual performance.

Below are some questions to help you create clear Guidelines.

What questions should the AI Agent avoid answering?

Example: Never answer questions about delivery status inquiries, new product rumors. Instead always ...

How should the AI Agent behave?

Example: Always include follow-up questions, use emojis in responses

Are there topics the AI Agent should handle in a specific way?

Example: Provide general advice on health-related questions but avoid giving specific medical recommendations.

What information should the AI Agent mention often?

Example: After few messages, try to share promo code: XYZ which is valid until 30th of may (today is 26th of may).

Tip

Tips for creating AI Guidelines

• Keep guidelines clear and specific, with minimal overlap
• Aim for 5-10 rules that define what the AI should and should not do
• Adjust further the tone and style of communication after setting up AI Personality
• Highlight priorities like promoting discounts or linking helpful resources

Conversation style

AI Personalities

AI Personalities let you define the tone and interaction style of your AI Agent. These Personalities align the AI’s communication style with your brand’s voice and user expectations. Choose among 13 AI Personalities available.

Click to expand and learn more about each AI Personality

• Classic provides a balance between professionalism and approachability. It is ideal for most use cases and ensures clear and neutral communication.

• Humorous uses puns, jokes, and lighthearted language to create fun and engaging interactions. Perfect for casual and enjoyable conversations.

• Formal maintains a serious and professional tone, offering concise and factual responses. Suitable for corporate and business settings.

• Friendly delivers a warm, conversational, and approachable interaction style. Great for creating a welcoming user experience.

• Intelligent provides detailed, accurate information with a focus on in-depth explanations. Ideal for users looking for comprehensive answers or technical details.

• Empathetic focuses on understanding and showing care for users’ emotions. Suitable for scenarios requiring emotional sensitivity, like customer support or mental health applications.

• Inspiring encourages users with motivational and positive language, fostering an uplifting experience. Ideal for coach-like or goal-oriented use cases.

• Adventurous inspires excitement and curiosity, encouraging users to explore new opportunities and ideas. Great for travel, lifestyle, or innovation-focused brands.

• Elegant delivers a sophisticated and refined conversational style. Ideal for luxury brands or high-end products focusing on exclusivity.

• Excited offers an energetic and lively tone, making interactions dynamic and fun. Perfect for scenarios requiring enthusiasm.

• Bold provides confident and assertive communication, offering strong opinions and recommendations. Ideal for decision-making use cases.

• Mysterious delivers cryptic and intriguing responses, sparking curiosity and fascination. Suitable for users looking for a unique and captivating experience.

• Sassy provides playful and confident interactions with humor and flair. Perfect for creating memorable and cheeky conversations.

Note

If you need a tone specifically tailored to your brand, you can request a Custom Personality by contacting us.

AI Professions

AI Professions define the AI Agent’s goal and approach to interacting with users, tailoring its behavior to specific use cases:

• Helpful Assistant is the default, versatile option suitable for most scenarios. It provides general-purpose responses and is adaptable across different industries.
• Support Agent is ideal for empathetic customer support. It delivers step-by-step troubleshooting, answers common queries, and helps users resolve issues.
• Shopping Assistant focuses on e-commerce, proactively recommending products, providing links to product detail pages, and guiding users through the sales process.
• Field Expert acts as a knowledgeable consultant, offering detailed responses and expert advice in a specific domain.
• Interviewer asks questions instead of providing answers. This approach is great for collecting feedback, conducting surveys, or engaging users in exploratory conversations.

AI Creativity

AI Creativity controls how the AI Agent responds when it encounters a question not covered by the Knowledge Base:

• Low Creativity: AI does not improvise and responds with “I don’t know” when the answer isn’t available.
• Normal Creativity: AI cautiously improvises while acknowledging gaps in its knowledge.
• High Creativity: AI makes inferences and generates answers based on existing knowledge, even without direct responses.

Reply Length

Reply Length adjusts how much information the AI Agent includes in its responses.

• Short: provides concise and to-the-point replies.
• Normal: delivers well-rounded and balanced responses.
• Longer: includes more detailed and comprehensive replies for users needing in-depth information.

Links Priority

Links Priority determines how often links are included in the AI Agent’s responses.

• Normal: includes links when relevant but keeps them secondary to other information.
• High: prioritizes links, ensuring they appear more frequently in responses and take precedence over other content.

Languages

Your AI Agent can speak any language out of the box. The Languages tab is where you tell the AI which languages your team is prepared to support — that list helps the AI pick the right one when the visitor’s language is ambiguous.

How it works:

• The AI automatically detects the visitor’s language from their first message and replies in that language.
• The languages you add here act as a shortlist of supported languages. If the visitor’s language is unclear (e.g., a very short message, mixed languages, or a language outside your shortlist), the AI falls back to a language from your list.
• Add languages by clicking Add at the bottom of the list. Remove a language with the × button next to it.