Where do I go to make this change?
From your Dashboard, locate the assistant that you wish to edit (most people only have one, but we support multiple assistants) and click the Define Behaviours button.
What does this page do?
Alongside managing your assistant's Knowledge Base, this is the most important page to get comfortable with.
This page is where you give your assistant instructions for how to respond to specific scenarios that might come up on calls, like answering FAQs, taking quote details, arranging callbacks and managing complaints.
There are nine sections on this page:
1. Available SMS Templates
This is only visible if you have SMS sending enabled.
2. Tone & Context
This gives your assistant a bit of background about the type of phrases to use in the call. Want your assistant to sound a bit more professional or more warm and relaxed? This is the place to tell it what you want.
3. FAQs
This is where you write a short list of specific responses you want the assistant to give to common questions.
We recommend that if you want to add more than 10 frequently asked questions, that you use the Knowledge Base instead of this section.
4. Callback Requests
This is where you tell the assistant what to do when your caller requests that someone get in touch with them. Do you want your assistant to offer phone callbacks, email responses or something else? What information do you want your assistant to ask for in either scenario? Do you want to set expectations about how quickly you will respond? This the place to define all of this.
5. Out of Scope
How do you want the assistant to respond when it is asked something that it doesn't know the answer to? That's what you define here.
A note on AI hallucinations
AI hallucination is when a generative AI model - like the ones we use to provide this service - produces confident, fluent, yet factually incorrect or fabricated information that isn't grounded in its training data.
The way these AI models work, the rate of hallucinations should reduce with newer models, but they will likely never disappear completely.
One way that you can try to reduce this is to add as much information as possible about the types of queries that your callers will ask. That way, the AI models are less likely to try to fill the gaps in their knowledge.
This Out of Scope section attempts to define a 'catch all' rule for the AI to deal with not knowing specific information.
6. Complaints
This is where you tell the assistant what to do when your caller is making a complaint or comes across as irate on the call.
Do you want your assistant to apologise and offer an urgent callback? This the place to define all of this.
7. Emergencies
This is where you tell the assistant what to do when your caller is calling about an emergency.
You might want to deal with some emergencies on this line (if you offered an emergency plumbing service for example), but you also might want to shut down any conversation about a medical emergency. You can also ask the assistant to terminate a call immediately in an emergency scenario. This the place to define these rules.
8. Other Instructions
This is where you can define all other scenarios specific to your business. This is often used as the place where we give the assistant rules about how to manage in-call integrations into other systems like booking systems, ticketing systems, CRM, etc.
9. Closing the Call
This is where you tell the assistant how to close a call. Do you want to point them to your website to check out your latest product? Do you want to offer to send them an SMS with a discount code? Define that here.
Clicking Edit will allow the account holder to change any of these areas, and it usually takes 2-3 minutes for the change to take effect.