Setting up your assistant

The Assistant page (in the Setup section of the left menu) is where you shape how your assistant sounds and what it covers: a description of your business, the instructions it follows, the message it opens a chat with, and whether it shows its sources. It always answers strictly from your uploaded documents — nothing here changes that. These settings only shape its tone, voice and scope.

Who does what

Describe your business

Under Describe your business, tell the assistant what you do, who you help, and the tone you want — for example "We're a dental clinic in Cairo offering implants and whitening. We want a warm, Arabic-first assistant that helps patients book and never gives medical diagnoses."

Press Generate draft (it reads Regenerate draft once you already have instructions) to have AI turn that description into a draft: it fills in Assistant instructions below, and — if you haven't written an English opener yet — the English opener box too (it doesn't touch the Arabic opener; to draft both languages together, use Generate opener, covered under Conversation opener below). A regenerate never overwrites an opener you've already written; see below for exactly what happens instead. Review and edit anything it drafts before saving — nothing is saved until you press Save instructions.

Assistant instructions

Assistant instructions is the persona your assistant follows — its name, personality, what it should emphasise, and what it should decline or hand off. Write in any language; your assistant replies in whatever language each customer writes in, regardless of the language you wrote the instructions in. Leaving this field empty falls back to the default assistant.

A counter under the field shows characters used / 3000 and turns red past the limit. Instructions over 3000 characters are rejected when you try to save, with:

"Your assistant instructions are too long — [N] characters, but the limit is 3000. Please shorten them and save again."

Fix: trim the text under the field's counter, then save again.

Instructions are also checked for anything that tries to override the assistant's core rules — it must always answer only from your documents and cite them. Text that tries to change that is rejected with:

"Those instructions can't be saved because they try to override the assistant's core rules (matched: "..."). The assistant must always answer only from your documents and cite them. Describe how it should sound or which topics it covers instead."

Fix: remove the flagged phrase and describe tone or scope instead — for example "answer only about our services" rather than an instruction telling it to ignore its rules or stop citing sources.

Conversation opener

The Conversation opener is the first message a visitor sees when they open the chat widget, before they've typed anything. There are two boxes — English opener and Arabic opener — because a visitor's own browser language decides which one they see (details below).

Generate opener

Press Generate opener to have AI draft a suggested opener in both languages at once, based on your saved instructions and business description — so save your instructions first if you've just edited them. The button is available once you have either a business description or instructions filled in.

Generating is suggest-only: it never overwrites an opener you've already written. If a box is empty, the draft fills it directly; if a box already has something in it, the draft instead appears above that box as "Suggested opener: "[text]"" with a Use this button — press it to replace what's in the box, or ignore it and keep what you have. Each language is handled independently, so if you've written an English opener but left Arabic blank, generating fills the empty Arabic box directly while offering the English draft only as a suggestion.

English opener and Arabic opener

Edit either box freely, or leave the English one empty for no opener at all. The Arabic box accepts Arabic text typed or pasted in and displays it right-to-left. Each box has its own counter, characters used / 300, turning red past the limit; saving an opener over 300 characters is rejected with:

"Your greeting is too long — [N] characters, but the limit is 300. Please shorten it and save again."

Fix: shorten the opener under its counter, then save again. This applies to the English and Arabic boxes independently.

Which opener a visitor actually sees

• A visitor whose browser language is Arabic sees the Arabic opener — but only if you've written one. If the Arabic box is empty, an Arabic-language visitor sees the English opener instead, not nothing.
• Every other visitor always sees the English opener.
• Leaving the English opener empty means no opener message at all for a visitor who isn't shown the Arabic one.
• If your website embeds the chat widget with its own greeting attribute set explicitly, that host-page text wins over both opener boxes for every visitor, regardless of browser language.

Note: your own dashboard's display language (English/Arabic UI) is a separate, account-level setting and doesn't affect any of the above — see Account settings.

Sources

Under Sources, Show sources under each answer controls whether visitors see which of your documents an answer came from. When it's on, a small ⓘ icon appears under each answer that used your documents; visitors hover over it, or tap it on a phone, to see the list. Sources from a web page appear as clickable links; uploaded files, pasted text and voice notes appear as plain labels. Widget preview shows them the same way, so you can check what visitors will see. When it's off, there's no icon at all. Turning it off doesn't change how the assistant answers — it still only answers from your documents — visitors just won't see which ones. Turn it off if your document names themselves are sensitive.

This setting only covers what visitors see. Your team still sees each answer's sources in the Inbox, behind the small ⓘ icon next to the AI label, whichever way it's set.

Reached today's limit while generating

Generating a draft (from Generate draft or Generate opener) uses one of your plan's messages, the same as a customer conversation. If you're out of allowance, the button fails with one of:

"You're out of messages — top up to draft again."

Fix: top up your messages, then try generating again.

"Your subscription has expired — renew it to draft again."

Fix: renew your subscription, then try generating again.

"You've reached today's assistant limit — try again tomorrow."

Fix: wait until the daily limit resets, or write and save your instructions and opener by hand in the meantime — writing them yourself doesn't use any allowance.

When to email us

See When to email us.