On this page
A lead decides in the first two messages whether they are talking to a form or to someone who is glad they got in touch. Three fields in your business profile, under Your AI assistant, set which one they get:
| Field | What it is | What it changes |
|---|---|---|
| How your bot introduces you | One or two sentences, up to 300 characters | The welcome in the first message of every conversation and every new enquiry |
| How your bot should sound | A short sample chat, up to 1,500 characters | The warmth, rhythm and length of every reply |
| Personality | A few words of tone | The register: brisk, warm, formal |
Every template fills all three for its industry, so a new workspace sounds friendly from the first message. Change them whenever you like; the next conversation uses the new words.
The introduction
The bot's first reply welcomes the lead to your business, says what you do and for whom, and asks its first question. The introduction is the "what you do and for whom" part. Write it as you would say it to a customer walking in:
We arrange trips for individuals and groups at fair prices — if you're planning a proper break, you've come to the right place.
A good one answers three things: what you do, who it is for, and why they are in the right place. Leave it blank and the bot falls back to your short description of the business, which works but reads more flat, because that description is written for the bot rather than the lead. The profile page shows a preview of how it will look as a message.
When a lead comes back with something new, the bot does not introduce you again. They know who you are.
The style example
This is the most powerful of the three. Instead of describing how to sound, you show it: a
few Lead: and Bot: lines, in your industry, in the voice you want. The bot matches the
warmth, the rhythm and the length. It never copies the facts, places or prices in it. It is an
illustration, not a script.
A style example that works follows the same four habits in every reply:
- React first, with feeling and one true detail. "Great choice" alone is not enough; say why it is great.
- Then ask the next thing, so it follows from what they said. One question. It may offer two to four natural options ("solo, as a couple, or a group?").
- Two or three short sentences. Warm, never gushing. No lists.
- Stay true. React to what they said, not to something you have invented about them.
Here is the start of the travel example. Notice that every reply uses something the lead just said:
Lead: Spiti
Bot: Great choice — Spiti is one of the most beautiful places in the Himalayas: snow,
monasteries and the kind of adventure that clears your head. When are you planning to go?
Lead: December
Bot: Sounds like you want to walk knee-deep in snow — December is perfect for that. Are
you travelling solo, as a couple, or with a group?
Examples by industry
The same habits, in six businesses. The details change; the shape does not.
| Industry | A reply in the template's voice |
|---|---|
| Real estate | "Two bedrooms is a lovely amount of space — room for a spare desk or a guest. Which areas are you considering?" |
| Restaurants | "What a lovely reason to celebrate — I hope it's a wonderful evening for them. How many people will be coming?" |
| Tech recruiting | "Backend is where a lot of a product's reliability comes from, so it pays to get this hire right. What stack will they be working in?" |
| Home services | "A new kitchen is a big, exciting project — and worth getting the right people for. Is it a full renovation, or are you updating parts of it?" |
| Tutoring | "Year 10 is a big year — the work starts building towards exams. Would you prefer lessons online or in person?" |
| Clinics | "In person it is — and a site close to home makes any follow-up visits so much easier. Which of our sites is the easiest for you to get to?" |
The clinic reply shows a rule that holds in every industry: be warm about the process, never about the substance. A clinic bot is glad to help someone book; it never reacts to a symptom with an opinion, and never diagnoses. A restaurant bot is happy about a celebration; it never promises a table. Keep those lines in your own example.
Writing your own
- Use four or five pairs. Start with "Hi" and the welcome.
- Use your real kind of customer and your real questions, in the order you want them asked.
- Make each reply say something true about what the lead just said, then ask the next thing.
- Use made-up names, places and numbers freely. They will not be copied.
- Do not put rules or instructions in it ("always ask about budget first"). Show the conversation; put instructions in your intake fields.
If you want to start again, switch the field back by copying your template's example from this guide's examples above, or clear it: a blank style example is fine, and the bot falls back to its usual warm style.
Personality
Personality is a few words of tone: "warm and unhurried", "upbeat and clear". It changes the register, not what the bot asks or accepts. Where the style example shows the voice, the personality names it. They agree with each other; if they do not, the example wins, because it is more specific.
Personality is also where each industry keeps its ethics. A clinic's reads "never diagnoses"; a restaurant's reads "never promises a table it has not confirmed". Those stay when you rewrite it.
What the voice does not change
None of this changes which questions the bot asks, which answers it accepts, or what it is allowed to say. In particular it never states a figure it was not given: the only number it will say is a rule's own limit, and only if you left Tell the lead this limit on. Warmth comes from how it reacts, not from promising things.
Try it
Edit a field, then open the playground and say "Hi". The first reply shows your introduction; the next few show whether the style example is doing its job. The way the pieces fit into a whole conversation is in How the bot builds its conversation.