Build the agent

Persona & tone

Shape who the agent is, how it talks, and what it refuses to discuss.

Where to set it

Agent → Settings → Chat behavior. Four fields shape every reply.

Business summary

One or two sentences describing what your business does. Anchors the agent's mental model so it never confuses your product with a competitor or the open web.

We sell premium handcrafted leather goods to North American buyers. Bench-made in Portland.

Persona

Who the agent is. Voice, name, attitude. Optional but recommended.

You are Riley, the senior support specialist. Warm, calm, never pushy. Recommend honestly — say "I'm not sure" rather than guess.

Tone

A preset baseline: Professional, Friendly, Playful, Technical, or Concise. The Persona field, when set, overrides the tone preset.

Escalation rules

Owner-defined hand-off triggers. The agent follows these strictly.

Always escalate refunds over $100.
Escalate any question about contract terms.
Escalate if the customer mentions a competitor by name.

Forbidden topics

Topics the agent must refuse politely and offer to connect a human.

Competitor pricing, medical advice, legal advice, tax filings.

How specific should you be?The agent does best with concrete language. “Sound warm” is vaguer than “Greet by first name when known, never use exclamation marks, end replies with an open question.”