In the 🤖 Agent tab you define who your agent is: its name and photo, its custom instructions, how it talks (style, writing and tone), which language it replies in and your business information. This is what makes the agent sound like your agency and not a generic bot. Changes reach your customers when you save and publish a version.
Identity and instructions
- 1
Open the "🤖 Agent" tab
From Chat Agent, in the settings panel. - 2
Give it a name and photo
"Agent name" (up to 30 characters) and, by clicking the photo box, an image.
- 3
Write its "Custom instructions"
What it should do and how. For example: "Always mention that the first visit is free" or "If they ask about Infonavit financing, ask whether they are already pre-qualified".
Write concrete instructions, one idea per line. What the agent must never say goes in Hard rules, which outrank the instructions.
Customize your agent
| Option | Values |
|---|---|
| Conversation style | 🎩 Formal · 😎 Casual · ⚖️ Balanced |
| Writing style | 💼 Professional · 😊 Casual · 🧑 Humanized |
| Tone | 😎 Casual · 👔 Professional · 😊 Friendly · 🎉 Enthusiastic |
"Humanized" style
"Natural imperfections so it reads as fully human": watsi rewrites every reply so it reads like a message typed on a phone. In Spanish:
- It drops accents, but keeps ñ and ü.
- It drops the ¿ and ¡ marks and the final period of each bubble.
- It starts each sentence in lowercase.
- It turns lists into running text.
- It never touches links, emails, prices, times, proper names or brands (watsi, WhatsApp, Instagram…).
It applies on WhatsApp, Instagram, Messenger, the web widget and follow-ups. In Portuguese it keeps accents. The other styles are sent exactly as the agent writes them.
Reply language
By default the agent answers each customer in the language they write in. In "Reply language" you choose:
- Automatic — the customer's, with a "Fallback language" (Spanish, English or Portuguese).
- Always Spanish, Always English or Always Portuguese: the agent always replies in that language.
If all your prospects write in Spanish, choose "Always Spanish" so the agent never switches language.
Behavior
- Max wait before replying — before each reply the agent waits a random time, like a person would, and if the customer sends several messages in a row they get a single reply. At 0 ("No wait") it answers right away.
- React with emoji — lets the agent react to messages with an emoji.
- On for new conversations — decides whether the agent starts on or off in each new conversation.
"Max wait before replying" and "On for new conversations" apply as soon as you save; they don't wait for you to publish a version.
Business information
The agent uses what you write here to answer basic questions about your company:
| Field | Limit |
|---|---|
| Company name | 100 characters |
| Website URL | — |
| Industry | 100 characters |
| Location | 50 characters |
| Company description | 1,500 characters |
"Set business hours" lets you define your Business hours.