Web Assist
How to configure Web Assist settings
Settings let you shape how your assistant behaves. Add background on your organisation, tell it which team handles which topics, and choose the next step you want visitors to take.
About 4 minutes to read
Settings
Open settings
From your dashboard, choose Settings. Settings are saved against your widget’s user ID, so generate your widget first. If you haven’t, the page will prompt you to. Remember to select Save settings when you’ve made changes.
Company context
Use this box to give the assistant background it can’t learn from your website alone. It is sent to the assistant as additional context before it answers. There is a word limit, shown as a live counter above the box (currently 2,000 words).
- Products and services, and the types of customers you serve.
- Your preferred tone of voice.
- Service boundaries, such as what the assistant should not advise on.
- Compliance notes or standard wording for sensitive topics.
Routing logic
Routing rules direct visitors to the right team. Select Add rule, then fill in three fields.
Team
The team or department, for example Sales, Support or Technical.
Keywords
Words that signal this topic, for example pricing, quote, repair.
Instruction
What the assistant should do, for example Route to support@company.com.
Use Remove on any rule you no longer need. Rules with no entries are simply ignored.
Default call to action
Choose the next step the assistant should offer visitors.
Button label
The wording, such as Book a consultation.
URL or email
A web address or a mailto: link.
When to use
When it should appear, such as after buying-intent questions.