Model & guidance
Model & guidance
Choose the AI model tier, name the agent, set tone and response length, and add custom instructions.
The Guidance page controls how the agent thinks and how it sounds: the name it goes by, which model tier it runs on, the tone and length of its replies, and any standing instructions of your own.
Identity
The Identity card sets the agent name — the persona the agent adopts in its replies, used in its instructions for things like how it introduces itself. Customer-facing branding — the avatar and colors customers see in chat — comes from your widget settings, not from here.
AI model tiers
Each tier trades credits for capability. The tier applies to every AI-sent message, on every channel, and the selected tier shows a short list of what it's good at.
| Tier | Credits per message | Best for |
|---|---|---|
| Essential | 1 | Fast, efficient responses for standard support |
| Pro | 4 | Enhanced reasoning with deeper context understanding |
| Ultra Premium | 8 | Flagship intelligence for mission-critical conversations |
Essential and Pro are available on every plan; Ultra requires Premium. Monthly credit allowances per plan are in Plans and limits.
Start on Essential and move up only if answer quality on your real questions demands it — an Ultra reply costs eight times an Essential one. The Playground shows the active tier while you compare.
Response style
Two settings shape every reply; a one-line description under each select updates as you choose.
Tone
| Option | Behavior |
|---|---|
| Professional | Formal and business-appropriate language |
| Friendly | Warm and approachable while remaining helpful |
| Casual | Relaxed and conversational tone |
Response length
| Option | Behavior |
|---|---|
| Concise | Brief, to-the-point responses |
| Balanced | Moderate detail with clear explanations |
| Detailed | Comprehensive responses with full context |
Custom instructions
A free-text field, up to 2,000 characters, appended to the agent's standing guidance. Be specific about your brand voice, policies, and restrictions — vague instructions produce vague behavior.
Instructions that work well:
- Mention our 30-day money-back guarantee whenever pricing comes up.
- Never discuss competitor products; steer back to what we offer.
- For technical questions beyond the docs, suggest booking a call
with support instead of guessing.Custom instructions steer style and policy — they don't add facts. The agent still answers from your knowledge base, so put product information there, not here.
Save with the action bar at the bottom of the page; changes apply to the next AI reply. Related: Playground & evals, Escalation & human handoff.