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Training the AI

Set the agent's tone, persona and handoff rules

Make the agent sound like your brand, sell the way you want, and know when to call a human.

5 min read · Updated 2026-09-26

Identity & Persona

  1. Open AI Behaviour → Identity & Persona.
  2. Pick a tone: Friendly, Professional, Witty, Empathetic, Luxury or Gen Z. Each shows a sample reply so you can hear the difference.
  3. Write a short persona, for example who the agent is and what it cares about.
  4. Choose reply length (concise or detailed) and initiative (reactive or proactive).
  5. Add Always and Never rules. These are hard constraints the agent follows in every reply.
  6. Set upsell strength, what recommendations should be based on (intent, cart, popularity, inventory), cross-sell prompts and urgency triggers.
  7. Decide whether to ask for marketing consent, what the message says and when it appears.

Handoff Rules

The agent only hands off when a shopper actually asks for a person, or when one of your rules fires.

  1. Open AI Behaviour → Handoff Rules.
  2. Add handoff phrases as tags, for example "speak to someone" or "manager".
  3. Set a cart-value threshold, and whether complex requests or refunds should always go to a human.
  4. Under Only answer when you're away, choose whether the AI should take over outside hours and on weekends.

Widget Configuration

  1. Open AI Behaviour → Widget Configuration.
  2. Set the agent name and designation shown in the chat header.
  3. Turn lead capture on to ask for name and email before the first reply, or off to let shoppers chat anonymously.
  4. Turn swipe discovery on if you want the agent to offer a swipe deck of products when a shopper is browsing.