Fine-tune how Bob sounds, what it says, and how it handles conversations — so it feels like a natural extension of your team.
Where to find it
Go to your Agent Dashboard → Settings tab in the sidebar. All options below are on that page.
Tone
Choose how Bob speaks: Professional, Friendly, Casual, Formal, or Witty. Pick what fits your brand.
Custom Personality
Add a free-text description of your brand voice — e.g. 'Speak like a knowledgeable friend, never corporate'. Bob will follow this on top of the selected tone.
Emoji Mode
Off, Light (a few emojis), or Heavy (emojis everywhere). Match your brand's style.
Response Length
Short (1–3 sentences), Medium (3–6 sentences), or Detailed (full explanations). Short works best for most customer service scenarios.
Language
Set Bob's primary language. Bob can also detect and switch languages mid-conversation.
Use Bullet Points
Control whether Bob formats lists as bullet points or plain prose.
Use Bold Headers
Turn on to have Bob use bold section headers in longer responses.
Greeting Message
The first message Bob sends when a new conversation starts. Keep it short and welcoming — e.g. 'Hi! I'm Bob, how can I help you today?'
Words to Avoid
List words Bob should never say — competitor names, internal jargon, sensitive terms.
Topics to Avoid
Topics Bob should refuse to discuss — e.g. politics, competitor comparisons, or anything off-brand.
Max Messages Before Handoff
If a conversation goes beyond this many messages without resolution, Bob can escalate to a human. Set to 0 to disable.
Fallback Message
What Bob says when it doesn't know the answer — e.g. 'I'm not sure about that, let me connect you with our team.'
Fallback Behavior
After the fallback message: do nothing, collect contact info, or trigger a handoff notification.
Handoff Email / Phone / URL
Where to route escalations — email the team, send a WhatsApp message, or redirect to a URL.
Show Disclaimer
Append a disclaimer to Bob's responses — useful for financial, medical, or legal businesses.
Disclaimer Text
The text of the disclaimer. Keep it short — it appears after every response.
Do setting changes apply immediately?
Yes. Click Save and Bob uses the new settings on the very next message. No restart needed.
Can I save my settings as a template to reuse across agents?
Yes — use the Save as Template option at the bottom of the settings page. You can apply a saved template to any other agent.
What's the difference between Tone and Custom Personality?
Tone sets the general style (Professional, Casual, etc). Custom Personality lets you fine-tune it further with specific instructions Bob follows on top of the tone.
If I set Response Length to Short, will Bob still give full answers?
Bob will aim for brevity but won't cut off important information. If a question genuinely needs a longer answer, Bob will give one.