Assistant Configuration

Configure your assistants with specific settings that define their behavior, personality, and capabilities. Each assistant can have unique configurations optimized for its purpose.

Configuration Options

Name and Description

• Name: A descriptive name for the assistant (e.g., "Sales Assistant", "Support Bot")
• Description: What this assistant is used for (optional but recommended)

Best Practice: Use clear, descriptive names that indicate the assistant's purpose.

System Prompt

The system prompt defines the assistant's core behavior, personality, and goals. This is the most important configuration setting.

Key Elements to Include:

1. Role Definition: What is the assistant's role?

   You are a helpful sales assistant for [Company Name].

2. Goals: What should the assistant accomplish?

   Your goals:
   - Qualify leads by collecting budget, timeline, and project scope
   - Answer questions about our products and services
   - Schedule appointments when requested

3. Tone and Personality: How should the assistant communicate?

   Be friendly, professional, and concise. Use the customer's name when known.

4. Qualification Criteria: What makes a qualified lead?

   Qualification criteria:
   - Budget: Minimum $10,000
   - Timeline: Within 6 months
   - Project scope: Enterprise-level requirements

5. Boundaries: What should the assistant NOT do?

   Never:
   - Make promises we can't keep
   - Discuss pricing without qualification
   - Share confidential information

See Also: AI Configuration for detailed system prompt best practices.

Greeting Message

The first message the assistant says when starting a conversation.

Best Practices:

• Keep it friendly and welcoming
• Set clear expectations
• Mention your company name
• Be concise (1-2 sentences)

Examples:

• "Hi! Thanks for reaching out to [Company Name]. How can I help you today?"
• "Welcome! I'm here to answer your questions about our services."

Note: Greeting can be overridden by channel-specific settings or messaging directives.

Voice Selection

Choose the voice used for phone calls and voice-enabled chat.

Available Voices:

• Elliot (Male) - Professional, clear (default)
• Kylie (Female) - Friendly, warm
• Rohan (Male) - Confident, authoritative
• Lily (Female) - Energetic, upbeat
• Savannah (Female) - Calm, reassuring
• And many more...

Considerations:

• Match voice to your brand personality
• Consider your target audience
• Test different voices to find the best fit
• Voice can be previewed in voice settings

Model and Provider

Choose the AI model and provider for this assistant.

Providers:

• OpenAI (GPT): Fast responses, good for high-volume

Models:

• GPT-4o Mini (Recommended): Best balance of quality, speed, and cost
• GPT-4o: High quality with improved speed
• GPT-4 Turbo: Fast and capable
• GPT-4: High quality option
• GPT-3.5 Turbo: Cost-effective option

Recommendation: Use GPT-4o Mini for most assistants. Use GPT-4o for higher quality responses, or GPT-3.5 Turbo if cost is a concern.

See Also: AI Configuration for detailed model comparison.

Email Signature

Signature appended to email responses from this assistant.

Best Practices:

• Include company name
• Include contact information
• Keep it professional
• Consider including a call-to-action

Example:

Best regards,
[Your Name]
[Company Name]
[Phone] | [Email]
[Website]

Note: Email signature only applies to email conversations.

Channel-Specific Defaults

Set different default assistants for different channels:

• Default Email: Assistant used for email conversations
• Default SMS: Assistant used for SMS conversations
• Default Chat & DMs: Assistant used for web chat conversations and DM/Messenger (Meta Messenger, Instagram DMs)
• Default Voice: Assistant used for voice calls

Use Case: Have a formal assistant for email, a friendly assistant for chat, and a clear-voiced assistant for phone calls.

Default Assistant

Mark one assistant as the global default. This assistant is used when:

• No routing rules match
• No channel-specific default is set
• Fallback is needed

Important: Only one assistant can be the global default at a time. Setting a new default automatically removes the default status from the previous one.

Guided onboarding

Create assistants quickly using AI assistance:

How It Works

1. Start Conversation: Click "Create with AI" to begin
2. Answer Questions: The AI asks about:
   • Use case (sales, support, scheduling, etc.)
   • Tone and personality preferences
   • Channels you'll use
   • Special capabilities needed
   • Company information
3. Review Configuration: The AI generates a complete configuration including:
   • Well-crafted system prompt
   • Appropriate greeting message
   • Optimal model and settings
   • Channel-specific defaults
4. Edit if Needed: Review and adjust any settings before creating
5. Create Assistant: Save the configuration

When to Use AI Onboarding

• First-time users: Get started quickly with best practices
• Quick setup: Create assistants faster than manual configuration
• Learning tool: See how prompts should be structured
• Template alternative: Get customized configurations without templates

Tips for Best Results

• Be specific: Describe your use case in detail
• Mention channels: Tell the AI which channels you'll use
• Share context: Include company info, services, or special requirements
• Review carefully: Always review the generated configuration
• Edit freely: You can modify any generated settings

Configuration Best Practices

1. Use AI Onboarding: Start with AI assistance for faster setup
2. Start with Templates: Use pre-built prompt templates as starting points
3. Be Specific: Include company context, products, and qualification criteria
4. Test Thoroughly: Test each assistant before making it default
5. Monitor Performance: Track which configurations perform best
6. Iterate: Update configurations based on conversation data
7. Document: Keep notes on why each assistant is configured a certain way

Testing Your Configuration

After configuring an assistant:

1. Create Test Conversation: Use demo conversation feature
2. Review Responses: Check if responses match expectations
3. Test Routing: Verify routing rules work correctly
4. Monitor Metrics: Track qualification rates and performance
5. Adjust as Needed: Fine-tune based on results

Updating Assistants

You can update assistant configuration at any time:

• Changes Apply Immediately: New conversations use updated configuration
• Existing Conversations: Continue with original configuration
• No Downtime: Updates don't interrupt active conversations

Deleting Assistants

Before deleting an assistant:

• Check Usage: Ensure no routing rules depend on it
• Set New Default: If it's the default, set a new default first
• Review History: Check conversation history if needed
• Backup Configuration: Save configuration if you might need it later

Warning: Deleting an assistant cannot be undone. All associated routing rules will need to be updated.

Next Steps

• Learn about Assistants Overview - Assistant concepts
• Learn about Routing - How assistants are selected
• Review AI Configuration - General AI settings
• Review Conversations - See assistants in action