In this article, you will learn how to change the AI's name in the project.

First, we access the project settings.

In Greeting, we change the name to the new desired name and, in the same field, you can help with the initial greeting.

Then, click on save

We save it, and that's it! From this point on, the name has been changed.

Examples and Best Practices for Greetings

Examples of greetings used by clients:

1. "It's a pleasure to receive your message! This is ClaudIA, the virtual assistant from XPTO. I'm here to help you."

2. "Hi! It's great to have you here 😊 I'm Claudia, the support team assistant at XPTO, and I'm ready to help you!"

3. "Hello! I hope everything is well with you! 😊 How can I assist you?"

4. "Hello! How are you? I'm Claudia, and I'll help you today."

5. "Hi! How are you? I'm Claudia, the customer service consultant here at XPTO! How can I help?"

Best Practices:

• Adapt the tone of voice to the company's profile.

• Avoid excessively formal or robotic language.

• Use emojis in moderation when it makes sense for the brand's audience.

• Personalize with the company name and ClaudIA's role in the service (e.g., support, sales, onboarding, etc.).

How to show the ticket number (protocol) in the greeting

Use the Static greeting when you want ClaudIA's first message to include fixed text, such as the ticket's protocol number.

Step 1 — Enable the Static Greeting

Go to Settings → Lifecycle → Greetings and turn on Static greeting active.

Step 2 — Write the Text with the Placeholder

In the Static greeting field, write your message and use {{ticket.id}} where the number should appear. Example:

Hi! I'm ClaudIA, XPTO's virtual assistant. Your protocol number is {{ticket.id}}. How can I help?

When sending, ClaudIA replaces {{ticket.id}} with the ticket number in your helpdesk (in Zendesk, the ticket ID).

Step 3 — Save

Click Save.