Step-by-step guide to configure Claudia

Access the "⚙️ Settings" option in the left menu and customize the AI setup

1. Go to the "Base Prompt Modules" tab. More details here

2. Edit the "Company and Agent Context": The context in which Claudia will operate (details about "what" she is helping with) and the AI's identity ("who" she is). Here, you can fill in the company name, business context, and AI identity description. We provide an example with placeholders for you to fill. More details here

   

3. Edit the "Voice, Tone, and Style": Settings for the tone of voice and style used in Claudia's responses (the "how"). You can define Language Style and formality, Preferred expressions or those to avoid, Emojis that can or cannot be used, and other nuances related to tone. More details here

   

4. Edit "Project Specific Rules": Add rules and restrictions the assistant should not execute, as well as additional custom instructions.

   • Example: If the client asks questions about brands "X", "Y", "Z", gently redirect the conversation without mentioning the brand names or adapting content, indicating you do not work with them.

   

5. If a high percentage of customers contact in another language, we recommend activating the "Output Transformation" feature. This allows Claudia to automatically detect the user's language from the first messages of the conversation and respond in that language. More details here

   

6. Go to the "Greeting" > "First Interaction" tab and set the message Claudia should send to greet customers at the beginning of an interaction. Remember to include {PROJECTNAME}. More details here

   • Greeting examples:

     • "It's a pleasure to receive your message! This is Claudia, XPTO's virtual assistant. I'm here to help you."

     • "Hi! Great to have you here 😊 I'm Claudia, support team assistant at XPTO, ready to assist!"

     • "Hello! I hope you're doing well! 😊 How can I help you?"

     • "Hi! All good? I'm Claudia, and I will assist you today."

     • "Hello! How can I help? I am Claudia, the support consultant here at XPTO!"

   • Best practices:

     • Adapt tone to match the company's profile.

     • Avoid overly formal or robotic language.

     • Use emojis moderation and when appropriate for the brand's audience.

     • Personalize with company name and Claudia's role (e.g., support, sales, onboarding).

   

7. Go to the "Transfer to N2" tab and fill in "Transfer Message to Human" with the message you'd like Claudia to send when transferring to a human operator for functionalities not content-based, such as: Response attempt limits, Human transfer verification, Message limits, Clarification question limits.

   

8. Fill this same message in the "Handover Message" tab, which will be sent in case of internal errors. More details here

   

9. Fill in the "Human Operating Hours" tab if your operation has specific hours. We use a Crontab format to define hours. This helps Claudia know if support staff are available when transfering. More details here

   

10. In "After Hours", also customize the message that will be sent during non-operating hours.

    

11. Under "Problem Resolved Verification", set how often Claudia should send a validation message to confirm if the conversation should continue and ask questions. More details here

    

12. In "Resolution Task", set the timeout duration for closing cases without response in the "Problem Resolved Verification" and define messages to send for each case. More details here

    

13. Other configurations can be customized according to needs and after operations start, to calibrate targets for Retention, Quality, and CSAT.

14. If you still have questions about how Claudia works, you can watch this Overview of Claudia and setup guide.

Access the "📖 Contents" option on the right menu and upload initial content

1. Using the "Sources" section, upload initial content such as FAQs, product lists, or website data. More details here

   

2. To go further and create some contents that Claudia will use, consider these guides:

   1. Guide to creating initial content for Claudia

   2. Best practices for creating and maintaining content

3. Upload content manually using the Content screen. More details here

4. If you prefer not to create content now, are unsure, or lack a team to start, that's okay! During onboarding, we will support you and can upload bulk content in this format: Google Sheets format

If you've reached this point, just go to the "Playground" and send a message to Claudia to test her!

Important points

1. If you haven't filled out our form with essential operation and integration information, fill it here

2. During onboarding, we will evaluate additional implementation needs to ensure expected results