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Implementation/Best practices

AI Best Practices

How to write the persona, knowledge, prices, qualification fields, and handoff rules so the AI Agent is accurate.

For admins who manage the AI Agent menu and want AI answers to be consistent, accurate, and safe.

What it does

AI quality is determined by the material you provide: Persona & instructions, Knowledge, Product catalog, Lead qualification, and Handoff to agent. This guide summarizes how to fill them in.

Benefits

  • Answers match the brand voice and don't make things up.
  • Leads are consistently qualified into class A, B, or C.
  • Difficult chats reach a human at the right time.

Steps

  1. Write concrete persona and instructions. In AI Agent → Persona & instructions, fill in Bot name, Business name, language style, what is and isn't allowed, how to offer products, and current promos. Avoid vague instructions like "be nice"; give example sentences you want.
  2. Fill in knowledge from trusted sources. In AI Agent → Knowledge, use Add knowledge: Q&A, articles, files (PDF/DOCX/TXT/CSV), or website pages. One topic per entry, in clear language. Remove outdated information.
  3. Maintain the catalog and prices. In Product catalog, write prices exactly as they apply. The AI only quotes prices from the catalog and will say the team will check if a product isn't found. Update the catalog whenever prices change.
  4. Choose just enough qualification fields. In Lead qualification, mark 1 to 3 fields as Required (must be fulfilled), and the rest as Booster (extra points). Class A if the score is ≥ 80%. Too many required fields make customers feel interrogated.
  5. Define contact data. In Contact data, add only data you actually use (e.g. city, email).
  6. Set up handoff. In Handoff to agent, fill in Handoff keywords (e.g. complaint, refund, talk to a person) separated by commas, write the Message when handing off, and consider Hand off when the lead score reaches the threshold. The AI also hands off by itself if it is unsure or the customer asks.
  7. Review AI conversations regularly. Open the Inbox, read a sample of conversations every week, then fix the knowledge or instructions according to the mistakes found. Retest in Playground.

AI Agent Persona & instructions
AI Agent Persona & instructions

Tips

Tip

When the AI is wrong, don't just fix a single answer. Add a knowledge entry or a rule in the instructions so similar mistakes don't repeat.

Note

The persona can be made different per WhatsApp number or per widget. If left empty, the main persona is used.

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