AI Behavior & Response Settings

You can adjust how the assistant speaks from AI Training → Brand Information. This is where speaking style, tone, default language and custom instructions live. Safety restrictions are managed separately in the Safety Settings section.

Speaking Style and Tone

For speaking style you can use one of formal, professional, friendly or casual. For tone you can choose a helpful, enthusiastic, direct or empathetic approach.

For example, a law firm might prefer formal and direct wording, while a café might prefer a casual and enthusiastic approach. Make your choice according to your customers' expectations and check it with sample answers.

You can also guide the speaking style and tone with custom instructions. Clearly write your preferences such as form of address, sentence length, emoji use and how formal the conversation should be. For example: “Use a friendly and calm language. Address the customer formally. Keep sentences short; avoid exaggerated praise.” Make sure these instructions are compatible with your preset style and tone choices.

Response Language

The default language options are Turkish, English, Russian and Uzbek. The default language selection is not the list of all languages the assistant can support. The assistant can also adapt to the language the customer writes in.

In multilingual use, test the first message, the continuation of the conversation and the cases where the customer explicitly wants to switch language separately. Do not treat the language your business information is written in and the language the customer is answered in as the same thing.

Custom Instructions

In the custom instructions area under AI Training → Brand Information, write how you want the assistant to respond and save it. You can describe your preset style and tone choices in more detail here. For example:

• “When a customer asks about a product, briefly suggest a complementary product that fits their need and is in the catalog.”
• “For price questions, if there is a campaign marked as current in the records and applicable to the relevant product, explain it with its conditions.”
• “Answer simple questions in at most three sentences. If important conditions need explaining, give enough detail.”
• “If the customer's name is known, use it where appropriate; do not repeat it in every answer.”

Instructions do not replace missing business information. For example, when giving an instruction to remind about a campaign, also keep the campaign's date, scope and conditions up to date in the relevant information record.

Writing Clearer Instructions

Describe a single expectation in each instruction. Use applicable phrasing like “First answer the customer's question; if needed, then ask a single clarifying question” instead of “communicate well”.

Use expressions like “always” or “never” only for rules that truly apply in all cases. For preferences with exceptions, state the condition. Check that instructions you write in different areas about the same topic do not conflict with each other.

Where Are the Safety Rules?

Restrictions on topics such as price commitments, comments about competitors or requesting sensitive information are managed in the AI Performance and Safety → Safety Settings section.

Set your communication preferences in the Brand Information section and your safety restrictions in the relevant safety settings. Do not add these rules only as an FAQ or free-form information record.

Testing Your Changes

After saving your settings, try different customer questions on the AI Test screen. Keep in mind that saved settings can also affect the live assistant's answers; AI Test is not a separate publishing approval.

You can use these examples while checking:

• A short, direct information question.
• A question that requires detail or an exception.
• A first message in a different language and a request to switch language.
• A question with no answer in the knowledge base.
• A message asking about a product's price or campaign conditions.

If the answer is not as you expected, review the relevant business information, custom instructions and safety settings together. After editing, try the same sample question again.

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