Prompt and policies

An assistant’s behaviour comes from two places: the assistant’s own configuration (instructions, greeting, voice, tools) and the company-level support rules (which request can be opened for which order). The configuration is versioned; support rules are shared by all assistants in the company.

What you can change in the console

In the console, Assistants → assistant → Flow shows the published version’s configuration stage by stage (Voice & AI, Greeting, Conversation, Tools, Record, Hangup) read-only. The assistant’s core instructions are not shown here; only the platform admin sees them.

Admins edit these in the console:

Settings tab: greeting sentence, store policies (returns and withdrawal, shipping, delivery, opening hours, payment, warranty and service, other information), extra instructions (“Things to keep in mind”), maximum call length and interruptions. The upper limit for call length depends on your plan.
Voice tab (if Voice selection is on in your plan): voice, speed and volume. Voice →
Pronunciation and Ready phrases tabs.

Changes are saved as a draft first; live calls keep using the old version until you publish. Publish turns the draft into a new version. Other users can only view these settings. Versions →

Store policies and extra instructions reach the assistant in a separate, fenced “company instructions” section. The assistant is expected not to bend its safety rules (KVKK, İYS consent, recording notice) because of them; the console warns about wording that tries to bend the rules. Angle brackets (< >) and control characters are not accepted.

The core instructions (conversation.prompt), tools, compliance settings, keyterms and the AI model are not changed by your company in the console; our setup team publishes them as a new version.

Conversation instructions (prompt)

conversation.prompt is the text that tells the assistant who it is, how it talks and what it must never do (at least 50 characters). The general e-commerce template starts from these principles:

Short answers for the phone: at most two short sentences, one question at a time.
Product names, colours and prices only from tool results; no guessing.
Stop and listen as soon as the customer interrupts.
Never mention internals (“tool”, “system”, field names); if information is missing, offer to pass it on to the team.
The brand and assistant name are filled in during setup.

Language: conversation.language can only be tr today.

Greeting

Field	Used for
`greeting.text`	Inbound and browser calls
`greeting.outbound_text`	Outbound calls without a purpose. Default: greeting, first name, saying who is calling on behalf of the company, and asking if it is a good time
`greeting.outbound_purpose`	The answer when the customer asks “why are you calling?”

Template variables: {{selamlama}} (depends on the time of day), {{isim}} (full name), {{ad}} (first name), {{firma}} (company name).

On purpose-based outbound calls the greeting is the purpose’s own greeting, and it is validated in code: it must identify the caller ({firma} or your company name), include a recording notice and end with a question. Purposes →

Compliance

Field	Default	Meaning
`compliance.disclosure`	empty	A notice read at the start of the call
`compliance.record_audio`	`false`	Whether the call audio is recorded. When off, the transcript and events are still kept, the audio is not
`compliance.training_consent_default`	`false`	Default consent for training use

On outbound calls, a company setting decides what happens if the customer objects to recording (Settings → Outbound calling → recording objection): continue without recording (default) or end politely.

Knowledge sources and tools

The assistant takes its answers from knowledge sources (products, categories, knowledge content). The kb block tunes search: minimum similarity score (default 0.30), number of results for product and knowledge searches, and the filler sentence spoken when a tool takes long (default “Hemen bakıyorum.” — “Let me check.” — after 700 ms).

System tools are enabled according to your plan and settings: order lookup and request creation, cart tools, transfer to an agent, callback scheduling, coupon creation, sending notifications and ending the call. A feature that is off never gives its tool to the assistant.

Support rules (policies)

Company-level support rules put order statuses into seven groups (pending, approved, invoiced, in transit, completed, cancelled, marketplace) and decide in which groups each request kind can be opened. Defaults:

Action	Allowed groups (default)
Address change	pending, approved
Cancellation	pending, approved, invoiced
Urgent shipping	pending, approved, invoiced
Return	completed (within the default 14-day return window)

For marketplace orders (Trendyol, Hepsiburada), the assistant says cancellations and returns go through that marketplace. The order summary the assistant sees never contains the phone, email or address. Requests →

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