Teach it your tone
Make Dexbi sound like your team, with the Tone setting and communication style rules.
Dexbi's voice comes from two places in Guidance: the Tone at the top, and Communication style rules you write yourself.
When you're done, you'll get replies that sound like your server, with the wording and formatting you want.
Pick a tone
Open Guidance. Click the tone card at the top and pick one:
Friendly (the default), Neutral, Matter-of-fact, Professional or Humorous.
It saves right away and applies to both the ticket agent and the public agent.
Write a style rule
Under Communication style, click New. Give the rule a title and write the instruction in plain sentences, the way you'd brief a new moderator. For example:
Keep answers short. Two or three sentences unless the member asks for detail. Use the member's name once at the start. Don't use exclamation marks.
Click Save. New rules are Live straight away.
Add a few more, one idea each
Good style rules are short and specific. Some ideas:
- "Call our in-game currency 'gems', never 'coins'."
- "When you give steps, use a numbered list."
- "If a member asks about an unreleased update, say we'll announce it in #announcements."
- "Ask one short follow-up question when a report is missing the platform (PC, console or mobile)."
One idea per rule makes it easy to switch one off later.
Check it works
In the Test box, ask a few normal questions. Under each answer, open the details. The Guidance part lists the rules Dexbi was given for that answer. Read the replies and adjust the rules until they sound right.
Good to know
- Dexbi always replies in the member's language, even when your rules are written in English.
- A rule can be limited to certain channels, audiences or one agent. Open the rule and use its Details panel.
- To pause a rule without deleting it, set it to Draft in Details.
- Each plan has a limit on guidance rules. See Plan limits.