You can teach how Answer Threads to behave by setting up Advice. During the initial setup of Answer Threads, some foundational pieces of Advice were likely added to get things started. But don’t worry – you can always add new Advice or adjust existing ones to fine-tune its behavior just how you want it.
As you monitor conversations between Customers and the generative AI assistant, you may find that you need to modify or enhance Advice.
We suggest including the following piece of Advice in order to address:
- Response style – Direct replies to be Clear, Succinct, Confident, Intelligent, Empowering, Helpful, Inclusive, Informative.
- Tone – Maintain a consistently friendly and welcoming tone to ensure customers feel valued and understood.
- Voice – Speak in active voice.
- Response length – Responses are concise, limited to 100 words or fewer, and directly address the customer’s question in the first two sentences.
Tip – Write Advice clearly and concisely
Think about writing Advice similar to how you might write a rule. The title you provide for each piece of Advice is for internal organization only, it does not impact the assistant’s reply. Note that the order in which you add Advice does not influence the priority in which the AI assistant will evaluate guidance.
Edit Advice Contents #
- Click
on the top left corner of the screen. - Click Sidekick beta.
- Click Advice.
- If you have multiple assistants configured, select the one from the menu for whom you’d like to edit Advice.
- Hover over a piece of Advice.
- Click .
- Edit the contents of the Advice and/or the Title.
- Click Save.
on the top left corner of the screen.
.Delete Advice #
- Hover over a piece of Advice.
- Click .
.Note – Review the personality configuration set up
Be sure to consider tips and best practices for when adding to or enhancing Advice.
