On the “Communication” tab, you set how the AI employee talks to customers: what it does, what tone it uses and which language it answers in. This is also where you change the employee's name and task template.
Where to find it
“AI employees” → employee card → “Configure” → “Communication” tab. It opens first.
How to change the name
- Click “Edit name”.
- Enter the new name in the “Employee name” field — from 2 to 120 characters.
- Click “Save name”.
The name is saved right away; you do not need to click “Apply”.
How to set up communication
All fields are in the “How an employee communicates with customers” block.
- In the “Instructions for employee” field, describe in plain words what the employee does and does not do. For example: “Advise on services and prices. For discounts, suggest contacting the team”.
- In the “Communication style” field, choose “Warm”, “Professional”, “Friendly” or “Brief”.
- In the “Response language” field, keep the default option or enter your own rules, for example “English and French; the customer chooses the language”. The “In the customer’s language” button restores the default: the employee answers in the customer's language, and in English if the language is unclear.
- In the “Greeting” field, write the first phrase the customer will see in the chat.
- In the “Message when handing over to the team” field, write what the employee will tell the customer when a question needs to be passed to your team.
- Click “Apply”.
The message “Settings applied to the employee and connected channels.” appears. The changes take effect right away in all channels where the employee works.
While the changes are not applied, the note “You have unapplied changes.” is shown at the bottom. The “Cancel” button restores the previous values in all fields.
How to choose a task template
The task template defines the employee's main role and its initial access settings. There are five templates:
- “Receptionist” — answers questions, tells customers about services and prices, helps them book;
- “Sales advisor” — helps choose a product or service from your catalog;
- “Order and request intake” — advises on the menu and helps the customer put together a future order;
- “Customer support” — answers from the knowledge base, finds and creates customer support requests;
- “Custom role” — a blank slate: you put together the set of capabilities yourself.
To change the template:
- Expand the “Task template” block. Its header shows the current template.
- In the “Task template” field, choose a new option.
- Read the description and the “Initial access” line. If some actions do not suit the new template, the line “Incompatible actions will be turned off” appears.
- Click “Apply template”. To change your mind, click “Deselect”.
The new template takes effect right away. Your texts in the communication fields are kept. After changing the template, click “Test replies” and ask a couple of questions as a customer.
Good to know
- The Owner and Administrator roles can change the communication settings and the task template. The Operator and Viewer roles see the settings in view-only mode, with the note “Settings are viewable only.”.
- The greeting is shown before the customer's first message, so it is not translated automatically. Write it in your customers' language.
- In a new employee, the greeting and the handoff message may be filled in with standard text in English. Check them right after creation.
- The instructions can be up to 2000 characters long; the other texts, up to 500.
- Every time you apply changes, they are saved in “Change history”, so you can bring back previous settings.
- What the employee knows and which actions it performs is set on the “Access” tab. Who answers customers is set in the “Who responds to clients” block here on the “Communication” tab.