Assistant

The Assistant page sets who your assistant is and how it speaks to customers. What you write here applies across all its replies. Changes reach customers only after you publish.

What you see

• Greeting. The opening line when a customer starts an empty conversation.
• Tone of voice & guardrails. The assistant's overall voice. It is added to the instructions of every specialist agent.
• Empty-search fallback. What the assistant says when a search returns nothing.
• Sample openers. One-tap questions customers see on the idle screen.
• Guardrails. Blocked topics and What to do instead.
• Welcome-back placement. Tooltip, Section, Both or Off.
• The save bar at the bottom, with the live version, any draft version and unsaved changes.

How to set the voice

1. Type a Greeting.
2. Describe the voice in Tone of voice & guardrails. For example, how formal to be and what to avoid.
3. Write an Empty-search fallback.
4. Click Publish, or Save draft to keep it for later.

How to add sample openers

1. Type a question in Sample openers.
2. Press Enter or click Add.
3. Remove one with the × on its chip.
4. Click Publish.

How to set guardrails

1. In Blocked topics, add each subject the assistant should decline. Press Enter or click Add after each.
2. In What to do instead, say where a customer should go when the assistant stops. For example, live chat, an address or a phone number.
3. Click Publish.

Guardrails go into every specialist agent's instructions, next to the tone. They also go into the instructions an outside assistant, such as ChatGPT or Claude, receives when it connects to yours.

How to publish or undo a draft

1. Click Save draft to keep changes without making them live. It is active only when you have unsaved changes.
2. Click Publish to make what is in the form live. You do not need to save a draft first.
3. Click Discard draft to throw away a saved draft. This button appears only when a draft exists.

Good to know

• You can add up to 4 sample openers.
• You can add up to 50 blocked topics.
• The same text can't be added twice to a list.