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Business Profile

The Business Profile is where you describe your business to the AI agent: who you are, how the AI should open a conversation, the prompts that steer its behavior, and — for product businesses — your fees and payment rules. This is a larger admin area, and most of what you set here feeds directly into how the AI responds to customers.

This page is an overview of the sections in the profile. Each section is a card; the advanced sections are collapsed by default. Edits are staged in the form and only written when you click Save at the bottom.

note

A few things that used to live on the business profile are now edited on their own settings pages: the AI's tone lives on AI Personality, the timezone and weekly schedule live on Business Hours, and the knowledge-base entries live in Knowledge Base (FAQs). The FAQ prompt below still lives here.

Basic information​

  • Business Type — choose Product or Service. This shapes the AI's assumptions about what customers are contacting you about. Required.
  • Business Name — the name of the business (minimum 4 characters). Required.
  • Description — a description of what the business does, up to 1,500 characters. The AI uses this as background context. Required.

Conversation settings​

Controls for how the AI starts and handles conversations.

  • Audio Message Handling — when on, the AI asks customers to resend voice notes as text instead of transcribing them.
  • Opening Sentence — the first message the AI sends to greet a customer.
  • Quick Reply Options — tappable suggested replies shown alongside the opening sentence (up to about 20 characters each).

AI prompts​

Free-text prompts that customize how the AI behaves in specific situations. Leave any blank to use default behavior.

  • FAQ Prompt — describes which kinds of questions should be answered from your knowledge base. See how the FAQ prompt works below.
  • Image Prompt — instructions for extracting information from images customers send.
  • Unknown Query Prompt — how the AI should respond when it cannot answer a question.
  • Additional Pending Ticket Message — extra text appended to all responses on tickets that are pending.
  • Unclear Intent Prompt — guidance used when a customer's intent is ambiguous and the AI generates a follow-up (or replies directly if no follow-up is available).
  • No Task Match Prompt — text appended when none of your configured tasks match the customer's query.

FAQ prompt​

The FAQ prompt names the topics — for example, 'returns, refunds, warranty, shipping timelines, and store policy' — that should always be answered from your approved knowledge base rather than from the AI's general knowledge.

  • When a customer's message relates to the topics you name, the AI searches the knowledge base first and answers from your approved FAQs.
  • Keep it to a short list of topics or intents, not full answers — the answers themselves live in the FAQ entries; the prompt only steers when the knowledge base is consulted.
  • Leave it blank to let the AI decide on its own when to consult the knowledge base.

Message templates​

Pre-defined responses for recurring scenarios. Each template has a Name, a trigger Message, and the Reply the AI sends in response. Add as many as you need, or remove ones you no longer use.

Follow-up messages​

Automated nudges sent after a period of customer inactivity. Each follow-up has a Delay (minutes) before it fires and an optional Prompt describing the message to send. Add multiple follow-ups to chain reminders at increasing delays.

Payment and pricing​

Relevant mainly to Product businesses that take orders through the AI.

  • Payment Configuration — select one of your configured payment configurations.
  • Fees and discounts — set a COD Booking Fee, Prepaid Discount, COD Delivery Fee, Prepaid Delivery Fee, and COD Discount. Each takes a value and a type (fixed amount, or percent where applicable).
  • Order limits — set the Minimum COD Delivery Fee, the order amount for Free Delivery Above, and the Minimum and Maximum Order for COD.

Saving​

Click Save at the bottom of the page to write all of your changes at once. Nothing on this page is saved until you do.