Configure chat behaviour

Two assistants can give the same correct answer and still feel very different to a customer. Behaviour settings help you choose the communication style that fits your organization and define the subjects the assistant should not discuss.

These settings shape how information is presented; they do not create the underlying business facts. Keeping behaviour and knowledge separate makes it much easier to fix the right thing when an answer needs attention.

In this article, you'll learn:

• How to choose a voice style and emoji setting
• When to use behaviour layers
• How to define excluded subjects
• How to save and test the communication style

Choose a voice style#

Open Behaviour and begin with the broad style you want visitors to experience in ordinary conversations.

1. Open Settings > General settings > Behaviour.
2. Under Voice style, choose:
   • Match the visitor to adapt to the visitor's style;
   • Friendly and casual for a relaxed tone; or
   • Professional and polished for a more formal tone.
3. Under Emoji use, choose Allowed or Off.

Choose the style that fits ordinary customer conversations as well as complaints and sensitive questions. Friendly and casual should still remain clear and respectful; Professional and polished should still sound natural and direct.

Emoji use is a separate choice. Turning it on allows occasional emojis, but it should not be used to compensate for unclear wording or appear where a serious response calls for restraint.

Add behaviour layers#

Voice style gives the assistant a broad direction. Behaviour layers add focused guidance for situations where you need more detail, such as explaining specialist language or keeping troubleshooting answers concise.

Each layer has a name, instructions, an enabled state, and a position in the ordered list.

Use layers for instructions such as how to explain technical terms or how concise responses should be. Keep factual policies in knowledge sources and workflow actions in Automations.

See Use behaviour layers for configuration and ordering guidance.

Exclude subjects#

Add a precise excluded subject when the assistant should decline to discuss that area. The wording matters: a very broad subject can block useful nearby questions, while a very narrow one may miss the same request expressed differently.

See Set excluded subjects.

Save and test#

Behaviour changes are easiest to evaluate with a small set of known questions. Use the same questions before and after the change so you are comparing the style rather than the topic.

1. Select Save changes.
2. Wait for the saved confirmation and timestamp.
3. Reload the page and confirm the settings remain.
4. Test a normal answer, a dissatisfied visitor, a short informal message, and each excluded subject.

When the communication and boundaries feel right, decide what should happen when the visitor needs a person. Use Configure human handoff to prepare that path.