The Reply to Greetings and Small Talk setting allows you to decide whether your AI Agent responds to greeting only or conversational messages that do not include a specific request.
This setting is located under the Chattiness section of your AI Agent settings and is disabled by default. If you do not enable it, your agent will continue using its current behavior.
How it works
When the setting is enabled
If a customer sends a greeting or other vague message, such as "Hi," "Hello," or "How are you?", the Support Agent will:
Send a short, friendly response.
Answer general questions only if the information is available in your FAQs or AI instructions.
Ask one clear follow up question that helps guide the conversation toward a supported topic, such as classes, memberships, billing, or scheduling.
This helps create a more conversational experience while encouraging customers to ask a specific question the agent can assist with.
When the setting is disabled
If a customer only sends a greeting or other small talk, the AI Agent will not respond.
The agent will wait until the customer asks a specific question or makes a request before replying. This is the current default behavior.
What the Support Agent will not do
Whether this setting is enabled or disabled, the AI Agent will continue to follow the same operational guardrails you have set.
The agent will not override any set preferences; including:
Book appointments or classes.
Cancel memberships or appointments.
Process refunds.
Make promises or guarantees.
Invent pricing, business hours, addresses, membership details, or other information that is not available in your configured knowledge.
If the requested information is unavailable , the agent will let the customer know it cannot complete the action and escalate to your studio accordingly.
Customers can also request to speak with a human at any time, and the AI Agent will follow your configured escalation behavior.
When should you enable this setting?
Enable Reply to Greetings and Small Talk if you want your AI Agent to acknowledge greetings and engage in light conversation before guiding customers toward a specific request.
If you prefer the Support Agent to remain silent until a customer asks a question or requests assistance, leave this setting disabled. This is the default behavior for all studios.