Voice, rules & branding
Give the assistant your voice and your rules: tone, language, topics to avoid, store instructions, words that always bring in your team, a note under every reply, and your own avatar.
Voice
Friendly, Professional, Playful, Concise (short replies) or Detailed (complete replies). Reply length is set through tone.
Or "Always the store's language".
How much the assistant asks before recommending products for a vague request ("a gift"): Off, One question, or Like a shop assistant (asks a few questions to narrow things down).
See Engagement.
Rules
For example "competitor prices" or "medical advice". The assistant politely declines and offers the contact form.
For example "Always mention that orders ship within 24 hours on weekdays."
Words or phrases, one per line or separated by commas (e.g. chargeback, damaged, lawyer). When a visitor uses one, the reply always offers the contact form, checked on your server whatever the AI replies.
Added to every AI answer by your site, never generated. For example "AI answer — our team confirms any refund or exchange."
The built-in guard rails always stay on: your rules never override answering only from your information, recommending only listed products, privacy and the answer format. Topics to Avoid, Store Instructions, Always Offer a Person For and Note Under Every Reply can be translated with WPML or Polylang.
Branding
Your logo or a team photo replaces the avatar icon in the chat header and beside every answer. Upload one or pick it from the Media Library; a square image of at least 96 × 96 pixels looks best. Remove it to use the icon again.
- The chat window with a logo avatar