Guardrails and branding your alby widgets

You can customize the voice and tone of alby’s responses, making it match your brand style for the best experience for your customers.

This process is best done before you launch alby on your site. 

There are three kinds of tonal customization available: 

• Rules
  • Rules provide alby with broad guidelines on how to answer questions and clarify phrasing on what terms to use with customers.
• Verified Q&As
  • Verified Q&As are more strict guardrails for alby’s responses, giving alby clear responses to specific questions asked by the customer.
• Global guidelines
  • Global guidelines provide overarching customization options to how alby responds to customers.

Rules

Rules can help give alby directions to follow when specific topics are asked by customers. When writing the rules, you can instruct alby to use certain words or direct customers to specific URLs. You can type directly to alby, as if you’re instructing a colleague on how to respond. 

alby recommends no more than 20 rules. 

Examples

Add a rule

To add a rule, follow the below steps: 

1. Navigate to Knowledge > Rules in the menu. A list of current rules displays.
2. Click + New Rule. A rule dialog box appears.
3. Enter the prompt text question that a customer may ask.
   1. If desired, add alternate phrasing in a new text box.
4. In the About section, choose whether the rule applies to all the products in your catalog, or specific ones.
5. Enter a rule for how you would like alby to respond.
6. Click Create Rule.

Verified Q&As

Verified Q&As allow you to provide alby with answers to frequently asked or specific customer questions, ensuring accurate and specific responses when you prefer.

alby recommends no more than 20 Verified Q&As. 

When writing a Verified Q&A response, type the answer to the question in quotations.

Examples

Add a verified Q&A

To add a verified Q&A, follow the below steps:

1. Navigate to Knowledge > Verified Q&A in the menu. A list of current Q&As displays.
2. Click + New Verified Q&A. A sidebar of verified Q&A options displays. 
3. About
   1. Choose whether the rule applies to all the products in your catalog, or specific ones.
4. Add the prompt text question that a customer may ask.
5. Add the exact text for how you would like alby to respond.
6. Click Create.

Global guidelines

Global guidelines are the highest level of control inside alby. These instructions will always be considered by alby, regardless of customer input. Use global guidelines to align alby’s responses to your brand style and company policies.

Alby recommends no more than 10 global guidelines.

Examples

How to add global guidelines

To add a global guideline, follow the below steps:

1. Click your name to open a popup modal, then click Settings. The Account Settings page displays. 
2. Click Global Guidelines. Any previously entered guidelines display.
3. Click New Global Guideline.
4. Add your guideline.
5. Click Save.