Personas

The four ways an agent can behave, what each one does with a sale, and how to add your own rules.

Before it reads a word of your knowledge, an agent has a persona: the job it thinks it is doing. You pick one in the New agent wizard or at the top of the Knowledge page, and you can change it later. It decides whether the agent pushes for a sale, just answers, or takes bookings, and everything after it is built on that choice.

The four personas

• Sales consultant: finds out what the customer needs, recommends one or two options, and always ends with a next step. Best when the goal of the chat is a sale.
• Helpful assistant: answers the question properly first, then mentions the next step once if it genuinely helps. Never pushes. Best when trust matters more than closing.
• Customer support: resolves problems and answers questions, and sells nothing at all: no offers, no upsell. Best for an existing-customer support line.
• Bookings: captures what the customer wants and when, reads it back, then passes it to your team to confirm. Best when the goal of the chat is an appointment.

They differ in what they do, not only in tone: when they hand over, whether they take a booking, how they treat a price question. Pick the one whose job matches yours.

House rules

Under the persona there is a box, House rules, for rules of your own: "always say we deliver across the island", "never quote a price for custom orders". They sit on top of the persona and win over it. Keep them short; the agent reads them on every reply.

How ready is it?

The Knowledge page also shows a readiness score: how many of the questions customers most often ask (hours, location, how to contact you, coverage, payment, policies) your business facts already answer. Fill the gaps it names before you connect a channel.