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Engagement & personalization

The assistant ships trained on 1M+ B2B sales conversations (the "house style"). On top of that, you tailor how it engages each visitor — for your product, your audience, and your motion.

Persona​

The persona is a customer-specific instruction layered on the house style. It's where you tell the assistant what you sell, who you sell to, how to qualify, and what to push toward. Set it under Settings → Assistant → Persona.

A good persona covers:

  • What you do — one or two sentences a new rep would need.
  • Who you're talking to — your ICP, and how to treat off-ICP visitors.
  • How to qualify — the two or three questions that matter.
  • The goal — what a good conversation ends in (see Conversion goals).
  • Guardrails — topics to avoid, when to hand off.

The persona is the single biggest lever for supporting different use cases. The Playbooks give you a starting persona for each motion.

Personalize the greeting​

Use resolved context (see Identity resolution) in the greeting:

Hi {{company}} — looking at {{page}}? Happy to help.

Available tokens include {{company}}, {{role}}, and {{page}}. Unresolved visitors fall back to the plain greeting, so always write one that works without tokens.

Target by page or audience​

Behavior can differ by where the visitor is and who they are:

  • By page — a pricing-page visitor gets a different opener than a blog reader.
  • By audience — enterprise-resolved visitors can route straight to a human (see Routing & handoff).
  • By intent — returning visitors and high-intent pages can trigger a proactive open.

Configure these as engagement rules under Settings → Engagement.

Proactive vs reactive​

By default the assistant waits to be opened. Turn on proactive engagement to open after a delay or on a high-intent page. Use it sparingly — proactive on every page trains visitors to dismiss it.