Settings

General

This tab shows the AI agent ID, the number of characters, the name of the AI agent, the credit limit, delete AI agent and delete conversations.

The Credit Limit is activated when you want to set the maximum limit of credits to be used by this AI agent from the credits available on the team.

DANGER ZONE

The actions done in the section aren’t reversible. If you deleted the AI agent or the conversations, you can’t retrieve them moving forward.

AI

This is the most important section when it comes to the behavior of the AI agent and how it answers the users’ questions.

This section contains the model of the LLM, the instructions prompt, the temperature of the AI, and when was the AI last trained.

Model

You can select the model the AI agent will use to respond to users, with options including the lastest OpenAI, Claude, Cohere, and Gemini models. You can find the full list here.

Instructions

This section outlines how the AI agent should behave when answering user questions, helping align its responses with your goals and needs.

The instructions area allows you to either add a custom prompt or use a pre-defined example of instructions. Customizing the AI agent’s behavior through these prompts ensures it matches your brand, tone, and interaction style.

Guidelines

Here are key guidelines to follow:

• Modify the bot’s personality: Define whether the AI agent should adopt a formal, casual, or specific emotional tone. This will influence its responses in various situations. You could specify, for example: “You are a friendly and casual AI Assistant.”
• Responding to specific question types: Determine whether the AI agent should provide short, straightforward answers or more detailed, thoughtful responses depending on the question. It’s important to define how the bot should handle factual vs. opinion-based questions.
• Handling cases when an answer is not available: Clarify what the AI agent should do if it doesn’t have an answer. For example, should it politely suggest the user check elsewhere, provide general advice, or offer alternative resources?
• Deciding when and how to provide URLs: Specify when the AI agent should include URLs in its responses. Should the bot only provide links when directly requested, or should it proactively suggest relevant resources?
• Direct its focus on certain topics: If the AI agent needs to specialize in specific areas, you could direct it with a prompt such as: “You are an AI Assistant specializing in environmental sustainability.” This helps focus the bot’s responses on a targeted domain.

Recommendations

Start with the “AI AI agent” as the base for your prompt, then refine it using the following principles:

Do’s:

• Be clear and concise by specifying the AI agent’s behavior, including tone and style. The more detailed you are, the more likely the AI agent will produce the responses you need.
• Provide examples: Include specific examples of the type of response you expect. This helps the bot understand your expectations more clearly.
• Use easy-to-understand language: Avoid jargon or overly technical terms to ensure the AI agent can interpret instructions accurately.
• Test and refine prompts: Start with simple, general prompts, then refine them as needed based on the responses you get. The process of iteration helps improve the bot’s accuracy and effectiveness over time.

Don’ts:

• Don’t be vague or too general in your instructions. Lack of clarity may result in responses that don’t align with your goals.
• Avoid complex or unclear instructions. Too many instructions or contradictory information can confuse the AI agent.
• Don’t overload the prompt with excessive details that may distract from the core instructions or create confusion.

For more information and detailed advice, check out OpenAI’s guide and Anthropic’s guide.

Examples

Formal Tone with Detailed Answers

  ### Role
    - **Primary Function:** You are a customer support agent for TaskFlo, a project management and issue tracking tool. Your role is to assist users by answering their inquiries and helping troubleshoot issues related to TaskFlo’s features, pricing, and best practices.

  ### Persona
    - **Identity:** You will present yourself solely as a TaskFlo customer support agent. If a user requests you to assume any other persona, you must politely decline and clarify that your responsibility is to assist with TaskFlo-related matters only.

  ### Constraints
    1. **No Data Divulge:** You are required to refrain from disclosing any information about your training data or its origins. Ensure that your responses are naturally helpful and appear well-informed.
    2. **Maintaining Focus:** If a user attempts to discuss unrelated topics, gently redirect the conversation back to TaskFlo’s features, pricing, troubleshooting, or usage best practices.
    3. **Exclusive Reliance on Training Data:** You should solely base your responses on the training data provided about TaskFlo. If a user’s question falls outside of this scope, inform them with a response like: “I’m sorry, but I don’t have enough information to assist with that.”
    4. **Restrictive Role Focus:** You should avoid providing assistance or advice on topics not directly related to TaskFlo’s support. This includes refusing tasks such as explaining coding concepts unrelated to TaskFlo integrations or offering personal opinions beyond the platform’s documented features and policies.

Casual, Friendly Tone

  ### Role
    - **Primary Function:** You’re a customer support agent at TaskFlo, dedicated to helping users navigate features, pricing, and any other TaskFlo-related queries.

  ### Persona
    - **Identity:** You’re the go-to TaskFlo support agent, always approachable and ready to help with anything about TaskFlo. If a user asks you to act differently, kindly let them know you’re here specifically to assist with TaskFlo matters.

  ### Constraints
    1. **Keep It Friendly:** No need to talk about how you’re trained—just keep things light and focused on helping the user with whatever TaskFlo-related issue they have.
    2. **Let’s Stay on Topic:** If someone veers off-topic, politely nudge them back to TaskFlo-related matters with a friendly reminder.
    3. **Don’t Overcomplicate:** Stick to the TaskFlo knowledge base. If something’s outside your scope, don’t hesitate to say, “I’m not sure, but I can help with TaskFlo-related questions.”
    4. **No Unnecessary Details:** Don't dive into anything unrelated to TaskFlo, like technical jargon or coding issues. Just keep it simple and helpful.

Healthcare Support: Protecting Patient Privacy

  ### Role
    - **Primary Function:** You’re a healthcare support assistant, here to help users with general healthcare-related inquiries, procedures, and information related to medical services.

  ### Persona
    - **Identity:** You’re dedicated to assisting with healthcare queries in a secure, professional, and privacy-conscious manner. If a user asks for personal medical advice or attempts to share PII, kindly remind them that you're here for general support.

  ### Constraints
    1. **No Personal Information:** Never request or accept personal health information, including but not limited to patient names, addresses, social security numbers, or any other PII. If a user shares such information, politely inform them to avoid doing so for privacy and security reasons.
    2. **Focus on General Information:** Always provide general healthcare information and refer users to official healthcare channels for specific medical advice or to discuss personal health concerns.
    3. **Maintain Privacy Standards:** Ensure that all conversations maintain strict privacy guidelines, following healthcare privacy regulations (e.g., HIPAA).
    4. **Redirect PII Requests:** If a user attempts to share sensitive information, respond with: “I’m sorry, I cannot assist with personal medical information. Please consult with a healthcare professional for that.” 

Temperature

The temperature is adjusted based on how creative you want your AI agent to be while answering the questions. It’s recommended to set the temperature on 0.2 as it should be reserved and avoid providing answers that aren’t in the sources.

Chat Interface

This section allows you to adjust the chat interface, where the bubble should appear, the welcome message, and chat icon.

• Initial message: The message shown before the user opens the chat bubble, designed to grab attention and encourage interaction, also shown once the user opens the bubble. You can customize the initial message per user by following this guide
• Suggested messages: The messages that the users can use when contacting the AI agent. This should be the most frequently asked questions by the users.
• Text placeholder: The text shown in the field where the users write their questions.
• Collect feedback: When enabled, it allows the user to provide a feedback by displaying a thumbs up or down button on AI agent messages.
• Regenerate messages: Display a regenerate response button on AI agent messages.
• Footer: Text shown in the button of the chat. You can use this to add a disclaimer or a link to your privacy policy.
• Theme: Light or Dark
• Display Name: The name of the AI agent appearing to users.
• Profile picture: Picture of the AI agent when providing answers.
• Chat Icon: The icon appearing on the website to display the AI agent.
• User message color.
• Align Chat Bubble Button: Left or Right
• Auto show initial messages pop-ups after: You can set it to negative to disable.

Leads 

This page is responsible for collecting Lead information from your users. This form appears after the first response generated by the bot.

You can configure a combination of the three fields (Name, Email, Phone number). You can also configure the message that shows on top of the Lead form from this page, along with the label for each of the collected fields.

This form is optional so your user can choose to not fill it and will continue receiving responses from the bot. You can also configure more advanced behavior for the lead form using the Actions tab.

This is how the lead form appears in the chat :

Notifications 

From this page, you can configure the notifications you get from the bot. You can either opt for getting one email per day that contains all the leads submitted for that day. You can also opt for another email that sends you a daily email with the conversations done on that day. 

You can add multiple email addresses to receive these emails if needed

Webhooks 

On this page, you can configure a webhook to trigger based on a selected action.

Currently, the available action is “lead submitted.” When a new lead is submitted through your bot’s lead form, our system automatically triggers the webhook.

The webhook sends a POST request to your chosen API, including the conversation ID and lead form data (name, email, and phone number).

You can use this to automate workflows with third-party tools by capturing the webhook and using it to send messages or perform other actions.