What is Guidance?

Guidance lets you instruct your chatbot on how it should behave - generally and in specific situations, so it knows what to say - and how to say it.

Guidance is a feature that lets you define specific instructions and behaviors for your chatbot based on user attributes, channels, timing, and other contextual rules. This makes it possible to adapt responses for different audiences, restrict content visibility, and structure interaction logic according to your needs.

You can define rules like:

• "The German men's football league is called 'Bundesliga' and '2. Bundesliga'. Do not use '1. Bundesliga'."
• "Always greet the user with {{user.first_name}}."

It's like programming behavior without writing code.

What are Audiences?

Audiences control where and when your guidance applies. This lets you target behavior depending on the chatbot's environment - Slack, WhatsApp, Browser, Salesforce, etc.

Empty audience? Then your guidance is always active.

You can e.g. target based on:

• Channel Type (e.g. only show this in Browser or API)
• Language or Locale
• Specific user attributes

This means you can write one version for Zendesk and another for WhatsApp—completely tailored.

Example: "Use a formal tone." - Audience Slack

“Adhere to german email etiquette” - Audience Zendesk

What are Tools?

Tools are capabilities the chatbot can use. Examples are looking up a user's cart, their subscription or resending an invoice.

You can: