Assistant Features
The Features tab controls behavioral aspects of your assistant — how it suggests questions, collects leads, creates tickets, and handles user interactions.
Overview
While the Persona tab defines who your assistant is, the Features tab defines what it can do and how it behaves during conversations.
Suggested Questions
Suggested questions appear as clickable buttons in the chat interface, helping users start conversations and discover what the assistant can help with.
Enabling Suggested Questions
- Toggle Show Suggested Questions on
- Add your questions using the input field
- Click the add button to save each question
Managing Questions
- Add — Type a question and click the add button
- Remove — Click the X on any existing question
- Reorder — Drag questions to change their order
Best Practices
Number of questions: 3-5 is optimal. Too many can overwhelm users.
Question types to include:
- One about your main product/service
- One addressing common concerns
- One action-oriented (schedule, buy, learn more)
Examples:
E-commerce:
- "What's your return policy?"
- "Help me find the right product"
- "Track my order"
SaaS:
- "What features are included?"
- "How does pricing work?"
- "Can I get a demo?"
Support:
- "I have a billing question"
- "Report a technical issue"
- "Talk to a human"
Response Limitations
Control the scope of what your assistant can discuss.
Restrict to Context
When enabled, the assistant only answers questions based on information from its Learning Context (websites, documents, FAQs). If asked something outside its knowledge, it provides a fallback response.
Benefits:
- Prevents inaccurate answers about unknown topics
- Keeps conversations focused on your business
- Ensures compliance with approved content
When to enable:
- Regulated industries requiring accurate information
- When answers must come from official sources
- To prevent off-topic conversations
Out of Context Answer
When restriction is enabled, customize the message shown when the assistant can't answer:
Default:
"I'm sorry, that's outside my area of expertise."
Better example:
"I don't have information about that, but I'd be happy to connect you with our team who can help. Would you like to create a support ticket?"
Tips:
- Acknowledge the limitation politely
- Offer an alternative (ticket, contact form, email)
- Keep the user engaged
Lead Collection
Configure how your assistant gathers contact information from prospects.
Enabling Lead Collection
- Toggle Collect Customer Contacts on
- Choose a lead collection mode
Lead Collection Modes
| Level | Mode | Behavior |
|---|---|---|
| 1 | "Allow full conversations, collect if interested" | Only asks for contact info when user shows buying intent. Least intrusive. |
| 2 | "Allow conversations, ask on each reply" | Natural conversation with periodic prompts for contact info. |
| 3 | "Insist on details before engaging" | Requires contact information before providing assistance. Most aggressive. |
Choosing the Right Mode
Level 1 — Best for:
- Customer support bots
- Information/FAQ bots
- Building trust with new visitors
Level 2 — Best for:
- Sales landing pages
- Product pages
- Lead generation with engagement
Level 3 — Best for:
- High-value demos or consultations
- Gated content access
- When lead qualification is priority
What Gets Collected
The assistant intelligently extracts:
- Name — From natural conversation
- Email — Validated format
- Phone — If mentioned
- Company — If applicable
- Intent — What they're interested in
Leads appear in the Leads section of your dashboard.
Chat Images
Allow users to send images in their messages.
When Enabled
- Users see an image upload button
- The assistant can analyze image content
- Uses vision capabilities of the AI model
Use Cases
- Product identification ("What is this?")
- Error screenshots (technical support)
- Visual comparisons
- Design feedback
Note
Image processing is included in the standard 1 credit per message pricing.
Chat Attachments
Allow users to upload files during conversations.
When Enabled
- Users can attach files (PDF, documents, etc.)
- The assistant can reference file contents
- Useful for document-heavy workflows
Supported Formats
- PDF documents
- Word documents
- Text files
- Images
Use Cases
- Resume/CV submission
- Document review
- Form submission
- Contract questions
Tickets
Configure how and when support tickets are created.
User-Initiated Tickets
Toggle: Allow users to create tickets from chat menu
When enabled, users see a "Create Ticket" option in the chat interface. They can request human support at any time.
When to enable:
- Customer support bots
- When human escalation should always be available
- Complex product/service offerings
Assistant-Created Tickets
Toggle: Allow assistant to automatically create tickets
When enabled, the assistant can detect when a human is needed and offer to create a ticket automatically.
Triggers include:
- Frustrated user sentiment
- Questions the assistant can't answer
- Explicit requests for human help
- Complex issues requiring investigation
Example flow:
User: "This is ridiculous, I've been trying to fix this for hours!"
Assistant: "I'm sorry you're experiencing this frustration. Would you like me to create a support ticket so our team can help you directly?"
Configuration Tips
For Customer Support
- Enable ticket creation (both user and assistant)
- Use Level 1 lead collection (non-intrusive)
- Enable Restrict to Context for accuracy
- Add suggested questions about common issues
For Sales/Lead Generation
- Enable Level 2 or 3 lead collection
- Add action-oriented suggested questions
- Disable or limit ticket creation
- Keep Restrict to Context off for flexibility
For Knowledge Base
- Disable lead collection
- Disable ticket creation
- Enable Restrict to Context
- Use concise suggested questions
For E-commerce
- Enable Level 1 or 2 lead collection
- Add product-related suggested questions
- Enable images for product identification
- Configure order-related actions
Next Steps
- Customize Appearance — Match your brand visually
- Add Learning Context — Train with your content
- Set up Webhooks — Get notified on leads and tickets