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Overview

The Core Behavior page is where you define who your assistant is and how it behaves in every conversation. This page walks you through four sections:
  1. Training Guide — An overview of training areas to help you understand where different types of instructions belong
  2. Assistant Identity — Basic information about your business and assistant
  3. Core Tasks — The main goals and questions for every conversation
  4. Behavior Rules — Custom rules and channel-specific rules that shape how your assistant communicates

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Training Guide

The Training Guide provides an overview of the different areas where you can train your assistant:
  • Core Behavior (this page) — Define how your assistant should behave in every conversation
  • Knowledge — Information your assistant can reference to answer questions
  • Live Transfers (phone calls only) — When and how calls should be handed to a human
  • Scenarios — Complex steps to follow in specific situations
The Training Guide also includes expandable sections with Tips for writing good instructions and a “Not sure where something belongs?” guide to help you place instructions in the right area.

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Assistant Identity

Define who your assistant is and the basic information about your business.

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Business Name (required)

Enter the business name that you use with your customers. This business name will be externally visible to your end-users on your chatbot and used by your assistant in conversations.

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Service (required)

Choose the service type that best matches your business from our list of 100+ options or write in your own. This selection allows us to automatically populate your assistant with industry-specific questions and facts tailored to that service type. You can always customize or adjust these later.
This helps your AI assistant keep conversations focused and avoid topics outside of your service offerings.

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Assistant Name (required)

Set the name your assistant will use when introducing itself in conversations.

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Assistant Personality (required)

Choose a tone that fits your brand:
  • Professional (most common)
  • Jokey
  • Enthusiastic
  • Laid Back
You can experiment to see what works best for your customers.

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Timezone (required)

The timezone your assistant will operate in. All times and dates mentioned by your assistant will be based on this timezone — for example, if you have appointment scheduling set up, the assistant will interpret dates and times based on this timezone. Be sure to select the timezone that matches your business or location.

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Core Tasks

Define the main goals and questions for every conversation.

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What is the Main Call-to-Action? (required)

Choose what your assistant should aim to accomplish in the conversation:
  • Schedule an Appointment — Your assistant will guide the customer through a set of questions and then attempt to get availability or share the calendar link if provided.
  • Custom — Define a custom action, such as:
    • “Send the customer to this form: xyz”
    • “Have them visit this website to learn more: xyz”
If you choose Custom, enter your custom call-to-action in the text field that appears.

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What Core Questions Should Your Assistant Always Ask? (required)

Enter the specific questions you’d like your assistant to ask in all conversations. These can be conditional. Example: If they're buying a house, ask for their budget. You can also instruct your assistant not to ask any questions. Example: You don't need to ask any questions. Just answer theirs and be helpful.

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Behavior Rules

Behavior Rules control how your assistant communicates and are split into two areas: global custom rules that apply to all conversations, and channel-specific rules.

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Custom Rules

Add specific instructions that shape how your AI assistant responds and represents your business. Most users don’t need to modify this, but it’s helpful for edge cases.
If you add custom rules, they will override the default ones you see in the settings. We recommend copying the default rules first and then adding yours.
Rules act as general precedents that apply across the entire conversation. They’re different from knowledge entries, which handle specific content, instructions, or categories. Use custom rules for broader “if/then” logic or stylistic preferences. Example: You will not commit to anything for FitWorld Gym, you are just collecting information and FitWorld Gym staff will review it and get back to the user. You can click Copy to Custom Rules to copy the current default rules into the custom rules field for editing.

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Channel Specific Rules

Channel-specific rules apply to conversations in a specific channel (phone, text, chat, or email) and are appended to the global conversation rules. Use the tabs to switch between channels and add rules for each. For example, you might add a phone-specific rule like: 
Keep responses succinct aiming to answer in 2 sentences or less unless additional details are needed.
We recommend testing a few conversations after making changes to Core Behavior to ensure everything is working as expected.