Choose how it answers

On Answer Desk > How it answers you choose the assistant's tone, what it may answer from, its language, its first message and what it says when it does not know. Click Save changes at the bottom when done.

Personality

Pick the closest to how your team writes:

Personality	Best for
Helpful and plain	The safe default for a support desk: answers in the fewest words that answer.
Formal	Professional firms and public bodies.
Warm and informal	Shops and consumer brands.
Very short	Technical documentation: two or three sentences, lists where they fit.
Helpful, and points at the next step	Answers first, then suggests the useful next step. Never invents an offer.
Written by you	Only your own instructions.

In Your own instructions you can add specific rules, for example "Always address people formally. Never promise a delivery date." Write them like instructions to a new colleague on their first day. They are added to the chosen personality, or used alone if you picked Written by you.

What it is allowed to say

• Answer only from my documents: on by default. Leave it on. With it off, the AI answers from general knowledge when your documents do not cover a question, and that can read as your company promising something you never said.
• Show which document each answer came from: on by default. Visitors see the sources under each answer, and you can spot quickly when it quotes the wrong document.
• Language of the answers: The language of this site, or Whatever language the visitor writes in. The second works even when your documents are in one language only, because the AI translates as it answers.

First message and "I do not know" message

• First message: shown before the visitor writes. If empty, it says "Hello. How can I help?". Saying what it can help with works better, for example "Ask me about orders, delivery and returns".
• What it says when it does not know: the most useful field in the plugin. Put a real email address, phone number or contact page, for example "I cannot find that in our documents. Write to help@yourcompany.com and a person will answer."

Filling in the "does not know" message also ticks There is a way to reach a person on the Rules and privacy screen.