Persona & answers

Open Select site → Persona & answers, click Create on the Create persona with AI card, then fill in the dialogue. If a persona already exists, the button says Update and the current persona will be overwritten. Click Copy persona now first if you want to save it.

1. 1About your business (required, maximum 3,000 characters): services or products, target customers, plans and pricing, advantages.
2. 2How the bot speaks (optional): Tone, Salutation, Answer length, Language, and other styles to follow. Click active options to deactivate them.
3. 3Specific rules (optional): click pre-made rules to add or remove them, or write your own.

The result is usually ready in less than a minute and automatically loaded into the editor.

Open Select site → Persona & answers → Edit persona manually card, change the Persona prompt column, then click Save. This column contains who the bot is, its speaking style, and answering rules. If empty, the bot uses a general style.

The Save button is locked while AI is composing a persona, to prevent overwriting the result. If the persona on the server changes while you have unsaved edits, you’ll see options to Keep my edits or Load server version.

Additional context is a column in Persona & answers for permanent info that the bot carries in every conversation, along with the persona and your site content. Fill it with things that rarely change and aren’t written on your site, like operating hours, contact info, or specific policies.

This is always sent to the model, so write concisely. Information widely accessible to the public is better written on your site pages, as the bot finds it itself through the knowledge base. Business-type specific information (pricing, down payments, revisions) can also be filled in Knowledge base → Information completeness.

Facts discarded during generation are numbers or details not found on your site, so they aren’t included in the persona. These are usually fabricated contact numbers, prices, or opening hours.

This list is for informational purposes only; nothing is automatically returned. This section appears in Persona & answers only if facts were discarded, initially collapsed (click View). If a fact is correct, add it manually in Additional context, or better yet, write it on your site page.

Go to Select site → Persona & answers → “Guardrail”: automatic responses card, change the Out-of-topic question response column, then click Save. That sentence is sent verbatim when the chatbot determines a question is clearly outside the scope of your site.

If the column is left blank, the bot uses the default response: “Sorry, that’s outside of what I can help explain here. Do you have any other questions about our services?” The AI model makes out-of-topic assessments, so it doesn’t guarantee all questions are caught. Test in the Widget preview first.

The chatbot answers from text snippets in the knowledge base, answers you fill in under Complete information, persona, and Additional context. It also remembers the last 10 messages in the same session.

Services, pricing, policies (DP, revisions, warranties, shipping, payment methods), brands, and features should only be mentioned if written in those sources. If not, the bot says it doesn’t have the information and directs to contact. If the site doesn’t have a WhatsApp number, the bot won’t tell visitors to contact WhatsApp. General advice in blog articles doesn’t count as your business policies.

This suggestion appears in Persona & answers for personas created with an old generator or written manually. The latest generator version prevents the bot from mentioning services, pricing, or policies not written on your site.

Click Update to recreate it. The current persona remains in use until the new result is loaded. Your last entries are saved in the dialog, so just change what’s needed.