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Two settings shape your chatbot’s voice:
  • Instructions tell the chatbot how to behave: what to emphasize, what to avoid, how to handle situations.
  • Personas set the overall tone. Pick one of the built-in personas or let your instructions do the work.

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Write instructions

1

Open Chatbot Instructions

In your chatbot’s sidebar under Customizations, open Chatbot Instructions, then Add New Instructions.
2

Give it a title and the instructions

The Title is for your reference. The Instructions field is what the chatbot follows. Be concrete:
3

Set the Creativity Level

The Creativity Level slider controls how freely the chatbot phrases answers. Keep it low for support bots that must stick to the facts; raise it for marketing-style conversation.
4

Save

The new instructions take effect on new conversations right away.
Instructions are for behavior, not knowledge. Facts belong in your content or a custom response. An instruction like “our support hours are 9 to 5” will work worse than putting those hours in a text snippet.

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Choose a persona

Open Chatbot Persona under Customizations and select one: Default, Default (Classic), Neutral, Professional / Formal, Informative, Engaging, Inspirational, Playful / Funny, Sales Expert, Consultant, Problem Solver, and Urgent & Action-Oriented. Built-in personas cannot be edited or deleted. If none fits, select Add New Persona to write your own, or refine the closest built-in with instructions; instructions always apply on top of the persona.

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Which to use when