Chat Studio Settings: Behavior, Products, Voice and Handoff

Open Dashboard > Chat Studio. Configure the customer-facing assistant in the settings area and test it in the adjacent chat. This is separate from the Smart Help assistant that teaches you how to use the dashboard.

Before you start

Use a role with settings access, prepare accurate products/services and Knowledge Base entries, and review the current plan's AI and voice allowances. Save settings before testing. Changing a control in the form does not necessarily change the active chatbot until the server confirms the save.

Identity and response style

1. Complete Business Profile and Greetings.
2. Set Bot name, Tone, Use emojis and Response length.
3. Choose a greeting mode: AI Generated, Short, Guided or Custom Template.
4. For a custom template, use only the placeholders offered by the UI. A template is not code. Check the rendered greeting rather than assuming a placeholder was expanded.
5. Where category/brand hints are available, choose Off, Auto from catalog or Select manually and set the maximum entries. These hints do not add products to your catalog.
6. Save and test a new greeting as well as a normal follow-up.

Short and guided greetings can use the business profile when one is configured. Do not promise your assistant sells products when your business supplies only services.

Language controls

Response language controls customer replies; Auto allows supported language detection. Product language controls catalog language selection and is not a request to translate all saved products. The dashboard display language is separate.

An actual tenant currency change resets configured business-language defaults; later manual changes last until the next currency change. See General Settings. Test an explicit language request and a question in the desired language before going live.

Product matching and presentation

Control	Purpose
Maximum products to show	Limits the shortlist presented in a response, not total catalog size
Fill product slots with suggestions	Permits supplementary suggestions where supported; review their relevance
Show related alternatives	Allows related alternatives rather than implying they are exact matches
Use-case-aware matching	Uses product use cases to improve matching; maintain Product Usage Notes
Include prices / Include stock	Controls those details in responses, not the stored price or inventory
Show product cards	Enables supported product cards; some messaging channels render simpler content
Show action buttons	Enables supported actions; it does not grant extra backend permissions
Maximum quantity per item	Sets a per-item limit; zero means no configured limit at this control
Widget daily message limit per visitor	A visitor-level limit separate from the account's monthly AI reply allowance
Off-catalog question limit	Limits off-topic/off-catalog interaction; it does not add missing business facts

Save, then test an exact SKU, a need-based request and an item that does not exist. If matching is poor, correct catalog facts, language, stock/visibility and Usage Notes before repeatedly changing tone. Increasing the number of cards does not repair missing product data.

Voice

Enable Voice input for supported incoming audio and Voice output for generated speech. Review Auto voice reply and the voice-reply mode: Voice only, Always or Never. These controls must be considered together; an enabled switch is not proof that every channel supports audio.

Test a short audio message and a text question. Incoming transcription uses STT minutes; generated speech uses TTS minutes. Browser microphone permission, channel support, provider availability and plan allowances can all affect the result. Do not enable automatic audio without testing what customers receive.

Human handoff and fallback

1. Set the Fallback message for cases where a useful response cannot be produced.
2. Enable Human handoff if staff will handle requests for a person.
3. Decide whether customers may request that the bot resume after requesting a human.
4. If automatic resume after a human request is enabled, set the delay in minutes.
5. Save and test a handoff with your own account. Confirm its state in Conversations, and configure staff notifications separately.
6. Verify that the assistant stays paused or resumes according to the selected policy.

Taking over a conversation, the customer's request for a human, and a timed return to AI are different events. See Managing Conversations. A fallback message must not promise an order or payment completed.

Custom Q&A and store integration

Add and edit custom question/answer entries in the area offered by Chat Studio, then save. Use Knowledge Base for maintained articles/FAQs and Auto Replies for prepared trigger-based messages; these are not interchangeable.

If using store-platform/base-URL controls, choose the actual platform and full storefront URL. Setting a URL does not authorize an external store API; use Connections and Checkout for those integrations.

Verification and troubleshooting

After Save, reload settings to verify persistence. Test greeting, factual answer, missing product, voice and human handoff separately. If save fails, retain the draft and read the error: Business Profile review unavailable is not a completed policy rejection. If behavior does not change, confirm the tenant, saved settings, connected channel and a fresh test conversation. Never paste secrets into a test chat.