Identity, instructions and AI model
Define the bot's role, greeting, language, time zone and general behaviour.
Give the bot a precise role
Describe what the bot represents, what it can do and what it must never do. Prefer short, observable rules ordered by priority.
A good configuration specifies:
- how the bot introduces itself;
- the information it must collect;
- when it should suggest an action or transfer;
- which topics it must refuse or pass to a person;
- how it confirms sensitive information before using it.
Greeting and additional information
The greeting is spoken or sent at the beginning of the conversation. It should sound natural and must not promise an action that depends on an unverified integration.
Additional information provides stable context: opening hours, covered services, emergency rules or specialist vocabulary.
Language and time zone
The bot language controls its conversations, summaries and generated suggestions. The time zone is used to understand phrases such as "tomorrow", "this afternoon" or an appointment date.
When a bot is created, the user's time zone is suggested by default. Change it when the bot works for another country or region.
Choose an AI model
Available models depend on platform settings. A more advanced model may improve reasoning while changing conversation cost. Always test real scenarios before rolling out a model change.
Protection and inactivity
The configuration can restrict anonymous, repeated or abusive calls. The inactivity timeout first warns the caller, then closes the conversation if no speech is detected. Choose a timeout suited to the usual length of your callers' answers.