Customize AI Employee Behavior by Communication Channel

AI employees can now respond differently depending on how customers reach out: via web chat, WhatsApp, Instagram, etc. Provide channel-specific instructions so it adapts tone, response format, and personality to match where the conversation happens.
Same assistant, different voice by channel
AI Receptionists and other employees tasked with customer communication can intelligently adapt their responses based on the channel. Tell it to be professional and concise on web chat, conversational and emoji-friendly on WhatsApp, or visual and engaging on Instagram. 
Why it matters
Different channels attract different communication styles. A customer texting via WhatsApp expects a different tone than someone messaging through web chat on a business' site. Instagram DMs feel more casual and visual than email.
Previously, you'd either use one-size-fits-all AI response instructions or manually manage separate AI employees for each channel. Now, a single AI assistant can match the norms of each channel, delivering better customer experience without multiplying complexity.
Examples:
Web Chat:
 Professional, solution-focused responses with clear CTAs
WhatsApp:
 Conversational, emoji-friendly, faster response style
Instagram DMs:
 Visually-oriented, brief, trendy language
SMS:
 Concise, urgent-friendly (important for time-sensitive info)
Email:
 Professional and comprehensive
Who it's for
Any business communicating with leads and customers through more than one channel.
How to get started
There's no separate menu for per-channel behavior. Instead, you write channel-specific instructions in the same places you write your other instructions, and the AI applies them only when it's responding on that channel.
Go to Business App > AI > AI Workforce > [AI employee name] > Configure
Add channel-specific instructions in either (or both) of thefields listed below, referencing the channel by name in the instructions and describing how you want the AI employee to behave there:
The Purpose field
 (labeled "Role" on the Chat and Voice Receptionists): best for behavior that should apply across everything the employee does, such as tone, greeting style, or reply length per channel.
A capability's instructions
: best for shaping a single task, such as how much information to collect for lead capture on SMS versus email.
Save your changes. The AI employee will now apply these instructions when responding on each channel while maintaining core knowledge and behavior.
Note: Channel-specific instructions layer on top of your assistant's main role and knowledge, so it's recommended to only add channel-specific instructions for channels where the default behavior isn't quite right. The assistant stays true to its core purpose while adapting delivery per channel.
Learn more
FAQs
Q: Do I need separate assistants for different channels?
A: No. One assistant can now serve multiple channels with different behavior per channel. This reduces management overhead and keeps customer experience consistent at the brand level.
Q: What if I don't add channel-specific instructions?
A: The assistant will use its default behavior across all channels. Channel-specific instructions are optional: use them only for channels where you want different behavior.
Q: Can I change channel instructions without affecting core employee behavior?
A: Yes. Channel instructions are additive and don't change the core assistant configuration. You can update any channel independently by adding channel-specific instructions to any prompt in an employee's "Role" field, or any capability. 
Q: Do channel instructions affect response time?
A: No. The assistant processes instructions the same way regardless of channel, with no impact on latency.