Creating an assistant
Quick setup
The simplest route is Quick setup under AI Agent → Assistants. The platform asks four questions and writes the assistant's instructions for you:
- Company or product name.
- What the company does — for example, "we sell handmade textiles with nationwide delivery".
- What the assistant should help with — "answer questions about products, prices, delivery and returns".
- Tone of voice — friendly, professional or concise.
Click to generate the instructions, review the result and edit it if needed — this is the assistant's system prompt. Then create the assistant.
Main settings
Assistant settings live under AI Agent → Settings.
Basic information
- Name — how the assistant introduces itself;
- Description — what it is for;
- Product name.
System messages
- Welcome message — the first message in a conversation;
- Handoff message — what the assistant says when passing the conversation to a human;
- Resolution message — the text used when a conversation is closed automatically.
Instructions
The main text that shapes the assistant's behaviour. Describe what it should do, what it must not do, and how to behave in edge cases.
Response temperature
The lower the value, the more focused and predictable the answers. Support usually calls for a low temperature.
Features
Toggles that extend what the assistant does:
- Generate FAQs from resolved conversations — the assistant proposes new question-and-answer pairs based on real threads;
- Store key details as memories — the assistant remembers what matters about a customer between conversations;
- Extract contact attributes from conversations — it fills the contact card from the conversation;
- Include source citations in replies — the assistant points to the document an answer came from.
Guardrails and response guidelines
Two limiters are available in the assistant settings:
- Guardrails define the topics the assistant must not answer. Anything outside them is handed to an agent.
- Response guidelines define structure and style: brief or detailed, formal or friendly.
Auto-resolve
The assistant can close conversations where the customer stopped replying. Turn on automatic resolution of inactive conversations and pick a period from 15 minutes to 24 hours.
Deleting
Deleting an assistant removes it from every connected inbox and permanently deletes its data.