Configure Your Chatbot
Set your chatbot’s name, avatar, instructions, and business info so it represents your brand and answers customer questions accurately.
1. Set Chatbot Name & Avatar
Navigate to the Chatbot page → Appearance. Enter a display name your customers will see (e.g. “Oak Dental Assistant” or “Support Bot”). Upload a square avatar image (PNG or JPG, recommended 256×256 px). This avatar appears in the chat widget header and message bubbles.
2. Write System Instructions
In the Chatbot page → Behaviour → Instructions, you define how the AI behaves. This is the most important configuration step. Write clear, specific instructions about:
- Your business name and what you do
- Tone of voice (friendly, professional, casual)
- What the chatbot should never say or promise
- When to escalate to a human (e.g. “If someone asks about refunds, offer to connect them with our team”)
Example Instructions
You are the front desk assistant for Oak Dental, a family dental practice in Portland, OR. Your tone is warm and professional. You can answer questions about our services (cleanings, fillings, whitening, implants), insurance, office hours, and appointment scheduling. Never give medical advice or price quotes—offer to have our office manager follow up. If a customer seems unhappy, apologize sincerely and offer to connect them with our team right away.
3. Add Business Information
Go to the Chatbot page → Behaviour → Business info and fill in:
- Business name — as it should appear to customers
- Address — full street address for directions
- Phone number — your main contact line
- Business hours — regular and holiday hours
- Services offered — list with brief descriptions
- Website URL — your business website
This information feeds into the chatbot’s knowledge base so it can answer common customer questions without hallucinating incorrect details.
4. Configure Welcome Message
Craft the first message visitors see when the chat widget opens in your chatbot’s welcome message settings. Keep it warm and actionable. Example:
“Hi there! Welcome to Oak Dental. How can I help you today? I can answer questions about our services, check availability, or book an appointment.”
5. Test Your Chatbot
Before going live, use the Test Chat panel in the dashboard. Type common customer questions and verify the chatbot responds correctly. Adjust instructions and business info based on test results. Test across these categories:
- General business questions (hours, location, services)
- Scheduling or booking inquiries
- Out-of-scope or edge-case questions
- Tone and personality consistency
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