Custom rules and wording

Available on every plan except Hub: Hub has no AI assistant.

Where to find it

Open AI Agent, choose Business Profile and expand Advanced settings (optional) at the bottom of the page. The cards you need are Custom rules and Wording. The set of cards depends on your type of business; this article covers a beauty salon.

What you can set

Moments a rule can be tied to

• ·Before naming a price
• ·Before offering a time
• ·Before booking
• ·When calling a human
• ·When talking about the specialists
• ·Always, throughout the conversation (the default)

How to add a rule by moment

1. 1In the Custom rules card, click Edit.
2. 2Click Add a rule and write it in the Rule field, for example “Ask whether the client is allergic to brow tint.”
3. 3In When it fires, choose the moment, for example “Before booking”.
4. 4If the rule only applies to some services, set them in Only for these services. Empty means all services.
5. 5If you can’t book without the client’s answer (a photo, a confirmation), tick Do not book without it. The rule then becomes a booking condition: the assistant is told to say what is missing and not to book without it.
6. 6Click Update. To leave without changes, click Cancel.

General rules are added below, with the Add button under the list.

How to set the wording

1. 1In the Wording card, click Edit.
2. 2Pick a style: Formal, Warm or Brief. It fills in the phrases for every moment.
3. 3Adjust the phrases you want. The buttons under a field, such as {date}, {time} and {master}, insert booking data: the assistant fills it in itself.
4. 4Click Update.

The wording moments: client says hello, first reply about a service, free time, the soonest slot, asking for contacts, adding a service, booking made, booking cancelled, after any change, passing to a person.

Tips

• ·If a rule must fire at a specific moment, such as before a price or before booking, set it as a rule by moment rather than a general rule. That way it reaches the assistant together with that moment’s data.
• ·Write each rule as one short sentence, the way you’d brief a new receptionist.
• ·For a temporary general rule, give a deadline with the year, for example “until 31.12.2026” (day, month, year). After that date the assistant stops applying it.
• ·Write wording phrases the way your receptionist would reply in a messenger. A phrase longer than 300 characters is cut off.
• ·Custom rules don’t override the safety rules.
• ·After any change, try the assistant in the test chat: write something the rule is about, for example “It’s my first visit. How much is a gel manicure?”.

FAQ