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Configure AI behavior, personality, and auto-response settings.
SalesWhiz's AI automation enables your business to respond to customer messages automatically with human-like intelligence. The AI analyzes incoming messages, understands context, and generates natural responses based on your configured personality and guidelines.
This guide covers all aspects of AI configuration — from setting up your AI's personality to defining when it should escalate conversations to a human agent.
Navigate to Dashboard > Settings > AI Behavior to access all AI configuration options. This is your control center for how the AI interacts with customers.
The AI Behavior page lets you toggle auto-response on or off, set the AI's personality and tone, define engagement triggers, configure escalation rules, and provide business context that helps the AI generate more accurate responses.
Your AI's personality determines how it communicates with customers. You can configure the tone (formal, casual, friendly), language style, and overall character of responses.
Provide clear instructions about your brand voice. For example: "You are a friendly and professional customer support agent for an online clothing store. Always be helpful and suggest related products when appropriate."
Escalation keywords are specific words or phrases that, when detected in a customer message, automatically flag the conversation for human review. This ensures sensitive topics are handled by a human agent.
When an escalation keyword is detected, auto-response is disabled for that conversation, the chat is flagged in your inbox, and a notification is sent to the assigned agent.
Engagement triggers define the conditions under which the AI should activate auto-response. These can include specific keywords in the customer's message, time-based rules, or channel-specific settings.
Fine-tuning your engagement triggers helps you balance automation with personal touch. Not every message needs an AI response — focus on common inquiries that have predictable answers.
Follow these best practices to get the most value from AI automation:
Begin with auto-response on a limited set of triggers and expand as you gain confidence in the AI's accuracy.
The more information you give the AI about your products, policies, and processes, the better its responses will be.
Review AI-generated responses in your inbox to catch any inaccuracies and refine your configuration.
It's better to escalate too many conversations than to miss a sensitive customer issue.
AI automation improves over time as you refine personality settings, add business context, and adjust triggers.