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Your agent is only as good as its guidelines and its content. This section covers both.

Behaviour and style

Write guidelines so the agent behaves like you.

Pronunciation

Get the agent to say names and product words correctly.

Agent knowledge and training

Add website, documents, and snippets so the agent can answer real questions.

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When should you come back here?

  • “What did it just say?” Fix it under Pronunciation.
  • The agent doesn’t know something it should. Add it under Agent knowledge and training.
  • The agent answers something it shouldn’t. Adjust the sources, or write a guideline.
Remember to click Publish when you’re done. See Publishing your changes.

Behaviour and style

Tell the agent how to behave, and adjust the tone so it sounds like you.

Fix how your agent says names and words

Teach your agent to pronounce company names, town names, surnames, and product words, so they sound right on the phone.

Agent knowledge and training

Add website, documents, and snippets so the agent can answer real questions.