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Customizing your chatbot's behavior

With the Chat Receptionist in Web Chat, you can customize how it interacts with customers to suit your brand and customer needs. Use the Role field to define specific behaviors, conversation flows, and personality traits.

Accessing chatbot settings​

To customize your chatbot's behavior:

  1. Go to AI → Workforce and click Configure on the Chat Receptionist card.
  2. In the Profile section, open Role.

This is where you add custom instructions to control how your Chat Receptionist behaves and interacts with visitors.

Customization options​

You can customize several aspects of your chatbot's behavior in Role:

AI tone and personality​

Adjust the chatbot's tone and personality to align with your brand's voice and values. For example:

  • Professional and formal
  • Friendly and casual
  • Technical and detailed
  • Conversational and approachable

Define when the Chat Receptionist should share specific links, such as:

  • Booking links for appointments or consultations
  • Support documentation or help articles
  • Product pages or service information
  • Contact forms or other conversion tools

Qualifying questions​

Add targeted questions to better qualify leads, such as:

  • Service area or location requirements
  • Project details or specific needs
  • Budget or timeline information
  • Preferred contact method

Contact information collection​

Specify how the AI gathers contact details:

  • Choose to ask for a phone number, email address, or both
  • Customize the order in which these fields are requested
  • Set requirements for which fields are mandatory

Localization preferences​

Adapt language preferences to match your audience, such as:

  • British English vs. American English
  • Regional terminology and expressions
  • Cultural communication styles

Best practices​

When writing your Role instructions:

  • Be specific: Clear, detailed instructions produce better results than vague guidance
  • Use examples: Include example responses or conversation flows when helpful
  • Test and iterate: Start with basic instructions and refine based on actual conversations
  • Stay on brand: Ensure your instructions align with your brand voice and values
  • Keep it focused: Too many instructions can confuse the AI. Focus on what matters most

Next steps​

After customizing your chatbot's behavior:

  1. Test your changes by starting a conversation with your web chat widget
  2. Review conversation transcripts to see how the AI is responding
  3. Refine your instructions based on real interactions
  4. Monitor lead quality and conversion rates to measure effectiveness

Personalize the chatbot to create a consistent experience for your customers while maintaining alignment with your brand. These customizations help ensure the Chat Receptionist meets your unique business needs.