Response style

These settings fine-tune how the AI structures and phrases its responses, independently of the brand voice.

Response length

Field	response_length
Type	Dropdown
Options	concise, standard, detailed
Default	standard
Affects	Response generator

Controls how much detail the AI includes in each response.

Setting	Typical length	Best for
Concise	1–2 sentences	Quick answers, order status, simple FAQs
Standard	2–4 sentences	General customer service, product questions
Detailed	4–8 sentences	Technical products, complex policies, educational content

Guidance:

• Start with standard. Review your first 50 conversations and look for patterns — if customers are asking follow-up questions because the initial answer was too brief, switch to detailed. If customers stop reading mid-response, switch to concise.
• The AI adapts within the constraint. A simple "What are your hours?" question will get a shorter response even on detailed because there is not much to say. Complex questions about return eligibility will get longer responses even on concise because the AI needs to cover multiple conditions.

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Formality level

Field	formality_level
Type	Dropdown
Options	casual, balanced, formal
Default	balanced
Affects	Response generator

Controls the register and structure of responses.

Setting	Characteristics
Casual	Contractions ("I'll", "can't"), conversational flow, shorter sentences, first-person
Balanced	Mix of contractions and full forms, moderate sentence length, professional but approachable
Formal	No contractions, complete sentences, structured paragraphs, third-person references to your brand

How it interacts with brand voice: The formality level controls structural decisions (contractions, sentence structure, paragraph breaks). The brand voice controls personality (warmth, humor, enthusiasm). You can have a formal formality with a warm and empathetic voice — the result is structured, polished language that still conveys care.

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Emoji usage

Field	emoji_usage
Type	Dropdown
Options	none, minimal, moderate
Default	minimal
Affects	Response generator

Controls how often the AI uses emoji in responses.

Setting	Behavior
None	No emoji in any response. Use this for B2B, legal, financial, or medical contexts.
Minimal	Occasional emoji for emphasis (1–2 per conversation). Default and appropriate for most stores.
Moderate	Regular emoji use to add personality. Works well for lifestyle brands, fashion, food, and entertainment.

Note: Even with none, the AI may still use text-based emoticons or emphasis markers if your brand voice strongly implies expressiveness. If you need strict emoji prohibition, add a note in Custom instructions.

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Fallback message

Field	fallback_message
Type	Multi-line text (up to 500 characters)
Default	None (AI generates a fallback)
Required	No
Affects	Response generator

The message the AI uses when it cannot find a relevant answer in your knowledge base.

When this triggers:

• The customer asks about something not covered by your knowledge base articles, policies, or product catalog.
• The knowledge retrieval agent returns no results above the minimum relevance threshold (see Knowledge base).

If you set a custom fallback: The message is delivered verbatim. Example: "I don't have information about that yet. Let me connect you with our support team — please email support@yourstore.com or call (555) 123-4567."

If you leave it blank: The AI generates a contextual fallback that acknowledges the question, explains it does not have the information, and offers to help with something else. This tends to sound more natural but is less predictable.

Tips:

• Include a specific action the customer can take (email, phone, link to help center).
• Keep it honest — do not promise the AI will "look into it" because it will not remember to do so.
• If you set up escalation rules (see Escalation rules), the AI may escalate rather than deliver the fallback, depending on your configuration.

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