Your agent is a natural extension of your brand. You can tailor the appearance, persona, and communication style to seamlessly align with your brand identity.

Whether you want a sophisticated, concierge-style voice or a friendly, conversational approach, simply configure the agent's settings in the Agent Hub to ensure every interaction reflects your unique brand voice.

Agent Customization

Conf

Appearance

Fully customize your storefront's agent interface to match your brand identity.

• agent name and gender
• customize your agent's visual identity andavatar appearance
• set up a custom agent voice from the voice library

Widget Customization

• theme: control and preview the agentic widget appearance colors
• widget position sets the pixel offset for the agentic widget from the bottom-right corner of the viewport

Prompt Journeys

Define the end-to-end prompt journeys your agent will use to guide shoppers through your storefront.

Interaction Persona

Configure agent interaction settings to control how your agent communicates.

• greetings & prompts: configure the agent greeting and up to 3 button prompts which are displayed upfront
• tone configuration for warm-assured, professional, warm, playful
• formality from casual and playful to refined and elevated
• brand vocabulary: uses site specific storefront terminology or universal language

Engagement

Control and refine the overall agentic engagement style.

• intrusiveness controls how proactive the agent is when initiating conversations
• upsell posture sets the tone your agent uses when suggesting add-ons or upgrades
• confidence posture sets how definitive your agent sounds when answering questions or making recommendations
• proactiveness sets how readily your agent initiates a conversations based on browsing signals

Prompt Management

Control prompts to configure:

• message length and verbosity from brief, balanced, to detailed
• pronounciation guide: configure words that your agent should pronounce in a specific way i.e.: brand and product names, etc
• product display: configure whether products are presented to shoppers as in-chat or full-page takeover

Escalation

Control escalation guardrails and configurations.

• escalation threshold sets the monetary amount above which will trigger certain conversations to be escalated to a human agent.
• operating hours define when human support is available for escalations: 24/7, standard business, extended retail, weekends only, by appointment.
• instruction configures the instructions the shopper receives when escalating: contract link, email support team, call support phone, your team will followup via email.

Contact Details

Define the phone, email and/or contact URL for escalations.

Checkout Mode

Configure checkout as:

• inline checkout in the widget
• handoff to your native checkout page or
• immersive view

Rules

Create and manage custom rules the agent applies in shopper conversations.

Add knowledge that can't infer on their own such as quirks, current offers, what to ask in written like guidance for a great in-store associate.

The agent follows each rule when it's relevant (e.g. “always mention free 30-day returns at checkout”). Toggle a rule off to pause it without deleting it. You can set a maximum of 50 rules.

Promotions

Add active campaigns, discounts or coupons and control how and when offers are surfaced. Preview cross-sell affinity insights.