Building the foundations of your workspace
Onboard your AI Agent with business context, brand guidelines, and escalation settings.
Learn how to configure your AI Agent’s tone of voice to provide exceptional support tailored to your business needs. We’ll cover three key areas: Business Context, Brand Guidelines, and Escalation Settings.
Accessing the setup page
To begin, log into your Lorikeet account and locate the ‘Setup’ option in the sidebar.
1. Business context
This is where you provide the necessary background about your business to contextualize customer enquiries and ensure they are responded to accurately.
Here’s how to approach it:
- Keep it concise: Aim for 1-3 sentences that capture the essence of your business.
- Focus on what’s unique about your business: it may help to explain any unique terminology.
- Avoid information overload: too much detail can complicate the AI Agent’s responses.
- We recommend that you start with minimal content here. You can always add more later if you find the AI needs additional context to answer questions effectively.
Why is context important?
The meaning of the question, “Why did my script get refused?”, would significantly differ between between a movie studio and a pharmacy. Providing business context, simply provides enough information to make these sorts of distinctions.
Email signature:
If you’re using email support, don’t forget to add your email signature at the bottom of this section.
2. Brand guidelines
Think of the brand guidelines as instructions you’d give to a new human support agent about your company’s communication style, formatting rules and tone of voice. This section helps ensure your AI maintains a consistent and appropriate tone across all interactions.
For each guideline provide:
- A brief description on what you want the guideline to achieve
- Good example: provide an example of what good looks like
- Bad example: provide an example of what don’t you want the AI to do
How much information do I give?
Focus on how the AI communicates, not what specific information it should provide. Detailed response content belongs in workflows or reference materials.
3. Escalation settings (optional)
This allows you to configure the settings for when issues are passed from the AI to human agents that require human intervention.
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Escalation tags: Useful for tracking and filtering escalated tickets in your support/analytics software.
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Escalation messages: Customize what message is sent to customers when their inquiry is being escalated. This is for chat only.
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Business hours settings: Toggle “Show different message outside business hours” for varied responses based on availability
Why should I set these?
Manage your customers expectations by seting your timezone and specific business hours for each day of the week.
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