B. Getting Started
Configure AI Identity
Customize your AI representative name, greeting before adding knowledge.
By aninditoUpdated 14 Mar 2026
This guide helps you define how your AI representative appears and introduces itself to visitors.
At this stage, you are not teaching the assistant about your business yet.
You are defining how it presents itself when someone opens the chat.
Why this step matters
Visitors will naturally treat the assistant as a representative of your business.
Before it answers any questions, the assistant needs:
- a clear identity
- a greeting
- an invitation to start a conversation
This makes the interaction feel intentional rather than generic.
Step 1 — Open Assistant Settings
Open your domain in the Domain Center, then navigate to Appearance Settings.
Here you configure how the representative visually appears to visitors.
- Enter the representative name
- Upload an avatar image
- Preview how visitors will see it
Choose a name that fits your business style.
It can be formal, friendly, or brand-based.
Step 2 — Write the greeting message
Navigate to Conversation Settings.
The greeting message is the first message shown when the chat opens.
A good greeting message should:
- welcome the visitor
- explain what the assistant can help with
- invite a question
Example:
“Hi! I can help you understand our services and answer common questions. What would you like to know?”
Step 3 — Add quick messages
In the same Conversation Settings, open Quick Messages.
Quick messages are clickable suggestions shown to visitors when the chat opens.
They help visitors start a conversation without needing to type.
Good quick messages:
- common visitor questions
- simple starting points
- clear and relevant topics
Examples:
- “What does this company do?”
- “How can I get started?”
- “Do you have pricing information?”
Step 4 — Add help desk questions
Still inside Conversation Settings, open Help Desk.
The Help Desk displays common questions and answers directly inside the website widget.
This helps visitors quickly find basic information without starting a full conversation.
- Switch to the Help Desk section
- Add a question and its answer
- Visitors can open it from the widget help menu
Example:
Question
What knowledge does this assistant use?
Answer
It uses approved documents and website content provided by the business owner.
Important
These settings define how the assistant appears and starts conversations.
They do not provide knowledge about your business yet.
If a visitor asks detailed questions at this stage, the assistant may not answer correctly.
This is expected.
What happens now
Your representative now has an identity and an introduction, but it still does not understand your business information.
The next step is teaching it how to communicate.
What’s next
Continue to Define AI Behaviour to become your representative.