Configure global settings

1. Personality & Background

Define the “who” and “why” behind your assistant. These instructions live globally and apply to all stages of every conversation.

• Instructions

  • Establish a consistent voice and persona

  • Provide high-level context (company info, mission, legal disclaimers).

  • Set an agent Goal

1. Background Information Components

   1. Company Overview: Helps potential users understand the company’s mission, approach, and market standing

   2. Target Audience: Guides the customization of the dialogue to fit the intended audience’s specific characteristics, expectations, and preferences.

   3. Value Proposition (optional): Acts as a key selling point that compels the target audience to engage further by illustrating the direct benefits they will receive.

2. Agent profile (very important)

   1. Name: Personalizes the AI agent, making interactions feel more engaging and less automated.

   2. Role: Clarifies the agent’s function in the customer journey, emphasizing support and guidance.

   3. Goal: Directs the conversation toward achieving specific outcomes, such as gathering leads, providing information, or scheduling meetings that align with the company’s business objectives.

3. Example

BACKGROUND INFO

Company Overview: Majestic Estates, a modern real estate firm, excels in delivering unique and effective home selling solutions. By integrating AI technology and substantive market analysis, we ensure our clients’ listings garner notable attention and competitive offers.

Target Audience: Homeowners poised to place their properties on the market, encompassing a spectrum from quaint dwellings to grand estates.

Value Proposition: We provide a holistic service package inclusive of expert home valuations, customized marketing plans, and an expansive network of eager buyers, aiming for a rapid and lucrative property sale.

Agent Details:

Name: Jessica

Role: AI Real Estate agent

Goal: To initiate a dialogue with potential sellers about the prospects of selling their home and to arrange a valuation and strategy meeting with our skilled agents.

• How to configure:

  • Open Global Settings → Personality & Background.

  • Write crisp directives:

    • Who the assistant is (“Virtual AI Assistant”).

    • What it cares about (speed, empathy, accuracy).

    • Any mandatory guardrails

  • Avoid fluff—be blunt about non-negotiables to prevent assistant drift.

• Pro tips:

  • Keep it under 300 words.

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3. FAQ

A centralized Q&A library for rapid AI responses to common user questions.

• Use case:

  • Straightforward queries (“What are your hours?”, “How do I reset my password?”).

  • Offload simple branches from your detailed flow editor.

• Configuration:

  • Global Settings → FAQ.

  • Click Add FAQ.

  • Enter question variants and link to a canned response or a flow node.

• Tips:

  • Capture multiple phrasings per FAQ (synonyms, abbreviations).

  • Keep answers concise (one to two sentences).

  • Periodically review analytics to retire rare or outdated FAQs.

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4. Objections & Special Cases

Predefined instructions to handle tricky scenarios or compliance triggers.

• Why it matters:

  • Ensures legal disclaimers, escalation patterns, or “out-of-SDEpe” scripts are consistent.

  • Prevents ad-hoc improvisation mid-call.

• Example:

  • Case: “The user asks if you are an AI”

    • Instruction: Confirm you’re AI, highlight benefits (“I can serve you 24/7 without hold times”).

• How to Add:

  • Open Global Settings → Objections & Special Cases.

  • Click Add Case.

  • Define the trigger phrase or intent, then supply clear handling instructions.

• Tips:

  • Capture multiple phrasings per FAQ (synonyms, abbreviations).

  • Keep answers concise (one to two sentences).

  • Periodically review analytics to retire rare or outdated FAQs.

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