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How to Create Assistant Role

Design and configure custom roles that define your assistant's behavior, personality, and specific capabilities for unique business scenarios.

Overview​

Assistant roles are the foundation of your AI assistant's behavior. They define what your assistant can do, how it communicates, what knowledge it can access, and how it handles different situations.

Video Walkthrough​

Watch a step-by-step video guide for creating an assistant role:

Understanding Assistant Roles​

What is an Assistant Role?​

An assistant role is a comprehensive configuration that includes:

  • Behavioral guidelines: How the assistant should act
  • Knowledge access: What information it can use
  • Task permissions: What actions it can perform
  • Communication style: How it should speak with customers

Role vs Assistant Type​

  • Assistant Type: The underlying AI model and capabilities (Voice, Chat, etc.)
  • Assistant Role: The specific instructions and personality for that assistant

Complete Role Creation Process​

Step 1: Start Role Creation​

Click '+ Create a Role' to begin the process of creating a new custom assistant role tailored to your specific requirements.

Before starting:

  • Define the role's primary purpose
  • Identify key tasks and responsibilities
  • Consider your brand voice and values

Step 2: Choose Template or Start Fresh​

Select either a system template that provides a pre-configured foundation or start from scratch to build a completely custom role.

Template options:

  • Customer Service Representative: Handle inquiries and resolve issues
  • Sales Agent: Qualify leads and drive conversions
  • Technical Support: Provide technical assistance and troubleshooting
  • Receptionist: Manage appointments and route calls
  • Custom Build: Complete flexibility for unique requirements

Step 3: Customize Role Basics​

Customize the role by following the on-screen prompts. Write an introduction message and add any required skills that define the assistant's capabilities.

Introduction message guidelines:

  • Keep it concise and welcoming
  • Clearly state the assistant's purpose
  • Set appropriate expectations
  • Include your brand personality

Example introduction:

"Hi! I'm Sarah, your virtual customer service assistant. I'm here to help you with your account questions, billing inquiries, and general support. How can I assist you today?"

Step 4: Continue Setup​

Click 'Next' to continue to the next step of the role configuration process.

Step 5: Define Task Guidelines​

Specify in detail what the assistant should and should not do while performing its tasks. This defines the boundaries and expectations for the role.

Guidelines to include:

What the assistant SHOULD do:

  • Provide accurate information based on knowledge base
  • Maintain professional and friendly tone
  • Ask clarifying questions when needed
  • Escalate complex issues to human agents
  • Follow company policies and procedures

What the assistant SHOULD NOT do:

  • Make promises beyond its authority
  • Share confidential customer information
  • Provide medical, legal, or financial advice
  • Process payments without verification
  • Override company policies

Step 6: Proceed to Final Setup​

Click 'Next' again to reach the final setup step where you'll configure knowledge sources and access permissions.

Step 7: Choose Knowledge Sources​

Choose knowledge sources to fine-tune the assistant's behavior and guidelines. This helps the assistant provide more accurate and relevant responses.

Available knowledge sources:

  • Company FAQ: Frequently asked questions and answers
  • Product Documentation: Technical specifications and guides
  • Policy Documents: Company policies and procedures
  • Training Materials: Customer service scripts and examples
  • External APIs: Real-time data from integrated systems

Step 8: Set Knowledge Base Access​

Decide which knowledge bases the assistant will be allowed to access. This controls what information the assistant can use to answer questions.

Access levels:

  • Full Access: Complete access to all information
  • Limited Access: Specific sections or categories only
  • Read-Only: Can view but not modify information
  • Conditional Access: Access based on conversation context

Step 9: Create Role​

Review all settings to ensure everything is configured correctly, then click 'Create Role' to finish and save your custom assistant role.

Interactive Demo​

Advanced Role Configuration​

Personality Settings​

Define how your assistant communicates:

Communication style:

  • Formal: Professional, business-appropriate language
  • Casual: Friendly, conversational tone
  • Empathetic: Understanding, supportive responses
  • Enthusiastic: Energetic, positive interactions

Response patterns:

  • Concise: Brief, to-the-point answers
  • Detailed: Comprehensive explanations
  • Interactive: Asks follow-up questions
  • Directive: Guides customers through processes

Workflow Configuration​

Set up complex interaction patterns:

Escalation rules:

  • When to transfer to human agents
  • Which issues require immediate escalation
  • How to handle emergency situations

Context handling:

  • How much conversation history to remember
  • When to ask for clarification
  • How to handle topic changes

Best Practices​

Role Design Principles​

  1. Clarity: Make instructions clear and unambiguous
  2. Consistency: Ensure uniform behavior across interactions
  3. Flexibility: Allow for various customer communication styles
  4. Brand alignment: Reflect company values and personality

Knowledge Management​

  1. Regular updates: Keep information current and accurate
  2. Source verification: Ensure knowledge sources are reliable
  3. Access control: Limit sensitive information appropriately
  4. Version control: Track changes and updates

Continuous Improvement​

  1. Regular review: Analyze role performance monthly
  2. User feedback: Collect and act on customer input
  3. Training updates: Refine based on new scenarios
  4. A/B testing: Compare different role configurations

Troubleshooting Role Issues​

Common Problems​

Assistant providing incorrect information:

  • Review knowledge source accuracy
  • Check access permissions
  • Verify role guidelines

Inconsistent behavior:

  • Clarify role instructions
  • Remove conflicting guidelines
  • Test with standard scenarios

Poor customer satisfaction:

  • Review communication style settings
  • Adjust personality parameters
  • Enhance empathy training

Excessive escalations:

  • Expand knowledge base coverage
  • Improve problem-solving capabilities