Understanding AI Behavior
Learn how your AI chat agent thinks and responds.
Conversation Flow
Early conversation:
- AI is curious about visitor's needs
- Asks simple follow-up questions
- Builds rapport before asking for contact info
After buying signals:
- AI moves to close (asks for contact info)
- Uses your configured CTA
- Handles objections based on persistence settings
Buying signals the AI recognizes:
- Asks about pricing/cost
- Asks about timeline
- Asks "can you do X?"
- Describes their project in detail
- Asks about next steps
Objection Handling
When a visitor says "no thanks," "not interested," etc.:
The AI does NOT immediately give up. Based on your persistence settings, it:
- Acknowledges their response respectfully
- Adds value with a new angle or benefit
- Asks again in a different way
- Repeats until max rebuttal count reached
- Accepts gracefully and offers contact email
Example conversation:
Visitor: "No thanks, just browsing"
AI: "Totally get it! Quick thing though - we actually have a free tool that analyzes your current setup. Takes 30 seconds. Want me to send the link?"
Visitor: "Not right now"
AI: "No problem! What specifically brought you to our site today? Maybe I can point you in the right direction."
Tone Options
| Tone | Description | Best For |
|---|---|---|
| Friendly | Warm, approachable, like a helpful colleague | Most businesses |
| Professional | Polished, courteous, businesslike | Enterprise, B2B, finance |
| Casual | Relaxed, conversational, like texting a friend | D2C, younger audiences |
What AI Won't Do
The AI is trained to avoid:
- Quoting specific prices (unless configured)
- Making promises about timelines
- Discussing competitors negatively
- Sharing confidential information
- Being pushy after max rebuttals
- Anything in your "Restrictions" field
Restrictions Field
Use this to tell the AI what NOT to do:
Examples:
- "Never discuss pricing. Always direct to sales team."
- "Don't mention competitor products."
- "Don't make guarantees about delivery times."
- "Don't discuss features that are coming soon."
When AI Says "I Don't Know"
If asked something outside its knowledge:
"That's a great question! I'd need to connect you with our team for specifics on that. What's the best email to have someone reach out?"
This is intentional - better to escalate than give wrong information.
Improving AI Responses
If the AI isn't performing as expected:
- Check business description - Is it detailed enough?
- Check services list - Does it cover what visitors ask about?
- Add extra context - Use the Additional Context field
- Adjust tone - Try a different tone setting
- Review conversations - See what's working/not working