Shape the Conversation
This is the third step of Stage 1. If Persona defines who your agent is and Knowledge what it knows, this step shapes how a conversation actually feels: the first message users see, the example questions that help them start, and how text answers look and behave.
Before you start
- Your persona is set up: at least Profile and Behavior.
- You have added some content in Teach Your Agent, so you know which questions your agent can answer well. Those make good example questions.
Pages in this step
In the CMS, these settings live under the Conversation menu in your agent's sidebar.
| Page | What you set up | Do it when |
|---|---|---|
| Introduction | Welcome message and example questions | First. It sets the tone before any conversation starts. |
| Chat | Language, dictation, formatting, and other text-chat features | Next. It controls how text answers look. Whether the agent offers next steps is set in Behavior (Conversation Initiative). |
Where to start: write your welcome message and three or four example questions in Introduction.
The running example: Atlas
These pages continue with Atlas, Kirana Group's operations assistant for employees. By the end of this step, Atlas:
- greets each employee by name with a greeting for the time of day, and asks anonymous visitors to sign in with their Kirana account
- offers three example questions that match its knowledge, such as Who has to approve a project worth $2.5 million?
- answers in Markdown, collects thumbs-up and thumbs-down feedback, and keeps a conversation history for signed-in employees
Where the other Conversation settings are explained
The CMS Conversation menu has more items than this step. They are covered later in the journey, when you need them:
| CMS menu item | Explained in |
|---|---|
| Voice | Stage 3: Talk by Voice |
| Escalation | Stage 2: Hand Off to a Human |
| Personalization | Stage 4: Remember Each User |
| Model & Context | Stage 4: Model & Context |
Next steps
- Start with Introduction.
- When you are done, test everything and go live in Preview and Publish Changes.