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Voice and handoffs

Set how your agent sounds and what it hands to you.

Written steps, 8 steps
Written steps

Follow the 8 steps below

This guide has written steps and no video. Each step is numbered, so you can come back to the one you were on.

Start at step 1

Steps

  1. Open Your agent, then Voice and handoffs.
  2. Pick a Tone: Friendly, Polished or Playful.
  3. Turn on Complaints to owner and Ask before discounts if you want those to come to you.
  4. Under Always hand off on these topics, type the topics, separated by commas. Keep each one short.
  5. Under Your team replies within, pick a time you can keep at night and on weekends, or leave it at Not set.
  6. Under Resume AI after a takeover, pick how long the AI waits before it picks a chat back up, or Never.
  7. Click Save rules.
  8. Under Voice rules, add how you talk, or with Instagram connected, click Learn my voice from my Instagram posts, then Add selected.

Good to know

  • A topic hands off when a customer writes those words, in the singular or the plural. Add the other ways customers say it.
  • Left at Not set, your agent never tells a customer how fast your team replies.
  • Learn my voice shows only when Instagram is connected, and reads your own recent captions.