Define tone and conversation rules

Both products

What you'll achieve

The agent speaks like the brand, stays on topic and sells the way the client wants.

Before you start

The base context complete (Load the business context).

Step by step

Everything is configured in Settings → Context.

Tone and limits

• Brand voice: friendly, professional, formal…
• Allowed topics and Default deflection message for whatever falls outside them.

The agent already replies briefly by default: 1 to 3 lines, answering the question first, without repeating what it already said and without offering more when the customer only confirms or says thanks. It goes longer only when needed: legal texts, lists or comparisons the customer asked for, order summaries and data requests. You don't need to ask for "short messages" in the brand voice; use it for tone, vocabulary and what the business requires.

• Required offers: if a membership or add-on must always be offered in a given case, write it as a concrete rule ("if they bring 2 or more pairs, mention membership X") and check it with a test.
• Required first message: if the business requires a first message, such as the data processing consent, write "First message to a new customer:" in the brand voice followed by the full text. The agent sends it as is on the first greeting.

How it sells

1. In Agent commercial role, choose Informational only, Setter (qualify & book), Closer (close the sale) or Setter + Closer.
2. Fill in the fields that appear depending on the role: Qualification & booking process, Closing process, Persuasion & negotiation techniques and Completion criteria.
3. If the agent has to explain how to pay, fill in Sale processing (optional). The platform does not process payments: the agent only relays what you specify.

Different audiences

If the client serves different audiences (for example resellers and end consumers), turn off Applies to any customer type and, with Add customer type, define for each one How to recognize them, How to handle them, what is Out of their scope and the Usual level of need.

Chat selling with a cart

If the client sells a closed catalog over chat, turn on Build orders over chat and fill in Payment method and the payment details. The agent builds the order with the catalog prices and files a sales ticket.

Additional options, off by default:

• Sell services in the order: the order can also include catalog services. Only services with a fixed price are added; a person handles the rest.
• Accept cash or pay on delivery: if the customer asks for it, the order is filed without proof of payment, as "Cash on delivery", on top of the main payment method.
• The team confirms delivery: the fee is not added to the total and the customer is not told it is free. If you set Free shipping from, it shows as free from that amount.

How to verify

Try sample conversations for each customer type (see Test the agent).