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
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- 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 the chatbot exact, word-for-word 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. 4
Alby recommends no more than 20 rules.
Examples
Customer prompt |
Rule |
Does this have a warranty? |
Answer and then link to the warranty document: https://www.website.com/warranty. |
Is this made in the USA? |
If the product description says “Made in the USA,” answer yes. Otherwise say no. |
Add a rule
To add a rule, follow the below steps:
- Navigate to Knowledge > Rules in the menu. A list of current rules displays.
- Click + New Rule. A rule dialog box appears.
- Enter the prompt text question that a customer may ask.
- If desired, add alternate phrasing in a new text box.
- In the About section, choose whether the rule applies to all the products in your catalog, or specific ones.
- Enter a rule for how you would like alby to respond.
- Click Create Rule.
Verified Q&As
Verified Q&As allow you to provide alby with custom, pre-defined 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 exactly how alby should respond to customers in the widget, in quotations.
Examples
Customer prompt |
Rule |
Does this have a warranty? |
“Yes, all our products have a 90-day limited warranty. Read more here: https://www.website.com/warranty.” |
Is this made in the USA? |
“All our products are proudly made in the USA.” |
Add a verified Q&A
To add a verified Q&A, follow the below steps:
- Navigate to Knowledge > Verified Q&A in the menu. A list of current Q&As displays.
- Click + New Verified Q&A. A sidebar of verified Q&A options displays.
- About
- Choose whether the rule applies to all the products in your catalog, or specific ones.
- Add the prompt text question that a customer may ask.
- Add the exact text for how you would like alby to respond.
- Click Create.
Note: Frame questions as concisely as possible for the best results.
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
Guideline |
Voice and tone should be casual and conversational |
Never apologize on behalf of the companyGuideline |
Never mention specific price of product in responses, encourage shopper to check the product detail page for the most accurate price. |
How to add global guidelines
To add a global guideline, follow the below steps:
- Click your name to open a popup modal, then click Settings. The Account Settings page displays.
- Click Global Guidelines. Any previously entered guidelines display.
- Click New Global Guideline.
- Add your guideline.
- Click Save.