Set AI Behavior

Ready to make your AI Sales Agent work exactly the way you want?

The Behavior page is your main control center where you customize how AI responds to customers — from choosing what information to disclose, how to handle appointments, to response formats that match your brand. These settings give you full control over what AI says, when, and how — to perfectly align with your business strategy.

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Why Behavior Settings Matter

Every business has a different sales approach. Some stores want AI to tell prices directly, others need human sales staff to handle it. Some businesses have online booking systems, others prefer phone confirmation first — behavior settings help you customize AI to fit your exact workflow.

Good behavior settings help you:

• 🎯 Control sensitive information — Choose whether AI should disclose prices, stock, or other data
• 📅 Manage appointments as needed — Use online booking systems or have staff confirm by phone
• 💬 Maintain tone and style — Long or short responses, formal or casual, as you prefer
• 🛡 Prevent errors — Review responses before sending with Supervision system
• 🧠 Increase intelligence — Enable Advanced Thinking mode when you need deeper answers

“Proper behavior settings help AI work efficiently and align perfectly with your business strategy”

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How to Access Behavior Page

1. Log in to DealDroid Dashboard
2. Click Settings menu on the left sidebar
3. Select Behavior

From this page, you’ll see all settings that control AI behavior — let’s explore each section!

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1. Information Disclosure Control

This section controls what information AI should disclose to customers. Perfect for businesses that want sales staff to handle sensitive information like prices, stock, or contact collection.

Avoid Telling Prices

Enable when you don’t want AI to tell prices directly — suitable for B2B businesses where prices are negotiable or products with frequently changing prices.

When enabled:

• AI sees prices in the system but won’t tell numbers to customers
• AI will say “I’ll forward this to staff to prepare a formal quotation for you”

Example:

Customer: How much is this?
AI: Let me forward this to our sales team to prepare a formal quotation
   with all details and the best price for you.

-- Turn off AI --

Admin: This product is 1,500 baht.

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Avoid Confirming Stock

Enable when you don’t want AI to confirm stock — suitable when stock data may not be real-time updated or you want staff to check before confirming.

When enabled:

• AI will say “I’ll forward this to staff to check the latest stock” to avoid mistakes
• Prevents promising stock that may be out

Example:

Customer: Is this in stock?
AI: Let me check the latest stock with our team to make sure
   it's actually available.

-- Turn off AI --

Admin: Yes, in stock!

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Avoid Asking for Phone

Enable when you don’t want AI to ask for contact information like name, phone number, or company name — suitable when you want customers to wait for reply in the same chat.

When enabled:

• AI won’t ask for personal information
• AI will say “Staff will check and reply via this Message”

Example:

Customer: Can you send me a quotation?
AI: Sure! Our staff will prepare it and send it back via this Message.

-- Turn off AI --

Admin: Sure! May I have some information?
      - Full name
      - Phone number
      - Company name

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Avoid Summarizing Cart

Enable when you don’t want AI to show totals and close sales itself — suitable for businesses that want staff to prepare formal quotations.

When enabled:

• AI won’t calculate totals
• AI will ask for necessary information (company name, address, tax ID) then forward to staff

Example:

Customer: I'd like to order
AI: Great! May I have some information to prepare a formal quotation?
   - Company name
   - Billing address
   - Tax ID
   - Contact person

-- Turn off AI --

Admin: Order summary:
      - Product A x2 = 3,000 baht
      - Product B x1 = 1,500 baht
      Total: 4,500 baht

Tip: These settings depend on your sales process. B2C businesses may turn all off, B2B businesses usually turn all on.

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2. Appointment Handling

This section controls how AI handles when customers request appointments, site surveys, or service calls. There are 3 modes to choose from:

Mode 1: Ask for Time (Default)

AI asks for customer’s preferred time, then forwards to staff to verify and confirm appointment.

Suitable for: Businesses that want personal touch, staff calls to confirm appointments.

How it works:

Customer: I'd like to schedule a site visit
AI: Sure! When would be most convenient for you?

Customer: Tomorrow at 2pm?
AI: Noted that you prefer tomorrow at 2:00 PM.
   Our team will check availability and call to confirm.

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Mode 2: Send Booking Link

AI sends a link for customers to choose time and book themselves through online system like Calendly, Google Calendar.

Suitable for: Businesses with online booking systems, high appointment volume, want customer self-service.

Setup:

1. Enter your booking system URL in Booking Link URL field
2. AI will send this link to customers whenever they request appointments

How it works:

Customer: I'd like to schedule a health checkup
AI: Sure! You can choose your preferred date and time here:
   🔗 https://calendly.com/yourcompany

   You can view available slots and book directly.

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Mode 3: Forward to Staff

AI says the team has been notified and staff will contact back to schedule appointment.

Suitable for: Businesses with complex schedules, want staff to handle everything themselves.

How it works:

Customer: I need a technician to check the AC at my house
AI: Understood! I've notified our technician team.
   Our team will check schedules and call to set an appointment.

Comparison Table:

Mode	AI Action	Customer Experience	Best For
Ask for Time	Ask time, then forward	Conversational, wait for team to call confirm	Businesses needing personal touch
Send Booking Link	Send online booking link	Customer books immediately	High appointment volume, want self-service
Forward to Staff	Say forwarded	Wait for team to call back	Complex schedules, want full control

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3. Important Information (AI Memory)

The Important Information field lets you write special instructions that AI must remember and follow always — like “golden rules” that AI will use in every response.

What to include?

• 📍 Information to always emphasize e.g., “Only serve customers in Thailand”, “Ship within 2-3 business days”
• 🚫 Important limitations e.g., “No returns on food items”, “No installation service”
• ✅ Policies to mention every time e.g., “1-year warranty”, “Free shipping on orders over 1,000 baht”
• 🎯 Special sales guidance e.g., “Promote Premium products first”, “Always suggest bundle deals”

Example

Only serve customers in Thailand
Ship within 2-3 business days after payment
1-year manufacturer warranty
Free shipping on orders over 1,000 baht
No returns on food and cosmetics (unless damaged)

Writing Tips:

Writing Style	Result
✅ Specific “Ship within 2-3 business days”	AI gives clear info
❌ Vague “Fast shipping”	AI may misinterpret
✅ Use examples “e.g., no returns on food, cosmetics”	AI understands clearly
❌ No details “Has return conditions”	AI can’t answer completely

Note: Information entered here will be inserted into every AI response — think carefully about what AI really needs to remember always.

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4. Forbidden Topics

This section lets you specify topics or keywords that you don’t want AI to discuss. When AI detects these topics in customer questions, it sends a fallback message and notifies admin immediately.

When to use:

• 🚫 Sensitive topics e.g., politics, religion
• 💼 Issues you want humans to handle e.g., price negotiation, complaints
• ⚖️ Legal matters e.g., legal advice, medical consultation
• 🏢 Competitors e.g., competitor store names, competitor brands

Example:

politics
religion
competitors
ABC Store
price negotiation
special discount

How it works:

Customer: Do you agree with XX party?
AI: (Doesn't respond but sends Fallback Message)

Fallback: "Sorry, let me have our team answer this.
         They'll contact you back as soon as possible."

Tip

Want to learn more about setting forbidden topics and fallback messages? Read the full guide at Define Forbidden Topics

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5. Response Formatting

This section controls how AI responds — short and concise or long and detailed, and whether to show images before or after text.

Sentence Length (Words per Sentence)

Controls how long AI responses are — can set from 10-100 words per sentence.

Setting	Response Style	Suitable For
10-15 words	Short, concise, quick chat	Businesses needing fast, simple responses
20-25 words (recommended)	Balanced, conversational	General businesses, casual conversation
40-50 words	Long, detailed, full explanation	Businesses needing lots of explanation, e.g., B2B, technical products

Example Comparison:

Customer: Do you have food for Persian cats?

AI (15 words): Yes! I recommend Royal Canin Persian.
   Perfect for Persian cats. Interested?

AI (25 words): Absolutely! I recommend Royal Canin Persian.
   Special formula for Persian cats, helps with fur and digestion.
   We have 2kg and 4kg sizes. Which size interests you?

AI (45 words): Absolutely! We have Royal Canin Persian Adult which is a special formula
   designed specifically for Persian cats. Helps maintain beautiful long fur,
   reduces hairballs, and promotes the delicate digestive system of Persian cats.
   Available in 2kg (950 baht) and 4kg (1,750 baht). Which size interests you?

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Show Images Before Text

Controls when AI needs to send both text and images, which to send first.

Setting	Send Order	Suitable For
OFF (default)	Text → Image	Products needing explanation first, e.g., technical, electronics
ON	Image → Text	Products where images sell, e.g., fashion, home decor, food

Example:

Text first (OFF):
AI: This is a large Tote bag, fits lots of stuff.
   High-quality canvas material, durable, 3 colors available.
[Bag image]

Image first (ON):
[Bag image]
AI: This is a large Tote bag, fits lots of stuff.
   High-quality canvas material, durable, 3 colors available.

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6. AI Response Supervision

When enabled, a second AI system reviews responses before sending to customers — like having a “quality manager” checking every message before sending.

How does it work?

1. First AI generates response based on customer question
2. Supervise AI checks if response has issues:
   • ✅ Is information correct (prices, stock, links)
   • ✅ Is grammar correct, any typos
   • ✅ Mentions forbidden topics
   • ✅ Has inappropriate language
3. If passes → Send to customer
4. If fails → Adjust and send again, or send Fallback

Pros and Cons

Factor	Enabled (recommended)	Disabled
Response Quality	High, verified	Standard, direct LLM
Speed	Slower +3-5 seconds	Faster
Risk of wrong answer	Lower	Higher
Suitable for	Real customers, Production	Testing, Development

Caution

Always enable for Droids used with real customers to reduce risk of AI answering incorrectly or making up information.

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7. Advanced Thinking

Enable when you want AI to take more time to think before answering — suitable for complex questions requiring multiple factor analysis.

How does it work?

When this mode is enabled, AI will:

1. Analyze questions thoroughly
2. Consider multiple perspectives before answering
3. Verify reasonableness of answers
4. Respond more carefully

Pros and Cons

Factor	Enabled	Disabled (default)
Response Quality	Higher, deeper	Standard, direct
Speed	Slower +2-3 seconds	Faster
Token Usage	More, higher cost	Less
Suitable for	Complex questions, important decisions	General customer service

Usage Examples:

Scenario	Should enable?
Customer asks for product recommendations for multiple problems	✅ Yes — needs to analyze multiple factors
Customer asks prices, stock, general info	❌ No — straightforward questions
Customer asks about complex policies	✅ Yes — needs to analyze multiple policy clauses
Customer greets, asks general questions	❌ No — waste of time

Recommendation: Keep off for general use. Enable only when your business frequently gets complex questions.

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Real-World Business Examples

Let’s see Behavior setting examples for each business type:

Example 1: B2C Online Store (Pet Store)

Goal: Fast response, close sales immediately, no waiting for staff

Settings:

✅ Information Disclosure Control: All OFF (let AI tell prices, stock, everything)
✅ Appointment Handling: Not used (no appointments)
✅ Important Information:
   - Free shipping on orders over 1,000 baht
   - Ship within 1-2 business days
   - No returns on opened food (unless damaged)
✅ Forbidden Topics: (none)
✅ Words per Sentence: 20 words (balanced, conversational)
✅ Show Images Before Text: ON (show product images first)
✅ Supervise Agent: ON (check responses before sending)
✅ Advanced Thinking: OFF (not necessary)

Result: Customer gets complete info, can buy immediately, no waiting

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Example 2: B2B Business (Machinery Sales)

Goal: AI collects requirements, forwards to sales team to close

Settings:

✅ Information Disclosure Control: All ON (avoid prices, stock, phone, cart)
✅ Appointment Handling: "Ask for Time" (ask time, then forward to team)
✅ Important Information:
   - Minimum order 100,000 baht
   - Pricing depends on quantity and specs
   - Installation and training services available
✅ Forbidden Topics:
   - price negotiation
   - credit terms
   - competitors
✅ Words per Sentence: 30 words (detailed explanation)
✅ Show Images Before Text: OFF (explain first)
✅ Supervise Agent: ON (check all responses)
✅ Advanced Thinking: ON (complex questions frequent)

Result: AI collects info, sales team calls to close deal themselves

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Example 3: Beauty Clinic (Has Appointment Service)

Goal: AI provides info and manages appointments via online booking system

Settings:

✅ Information Disclosure Control:
   - Avoid prices: OFF (can tell prices)
   - Avoid stock: Not relevant
   - Avoid phone: OFF (can collect customer info)
   - Avoid cart: ON (let team prepare quotation)
✅ Appointment Handling: "Send Booking Link" + URL: https://calendly.com/clinic
✅ Important Information:
   - Treatment takes approximately 60-90 minutes
   - Should avoid makeup before service
   - Free parking available
✅ Forbidden Topics:
   - side effects (let doctor answer)
   - medical treatment
✅ Words per Sentence: 25 words (casual conversation)
✅ Show Images Before Text: ON (show portfolio first)
✅ Supervise Agent: ON (must check medical info)
✅ Advanced Thinking: OFF (questions not complex)

Result: Customer can book queue themselves through system, reduces team burden

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Summary: Quick Reference

Setting	Default	Suitable For
Avoid Prices	OFF	Turn ON if prices are negotiable or vary per customer
Avoid Stock	OFF	Turn ON if stock isn’t real-time updated
Avoid Phone	OFF	Turn ON if you want customers to wait for reply in chat
Avoid Cart	OFF	Turn ON if you want team to prepare quotation
Appointments	Ask for Time	Use Link if have booking system / Forward if complex schedule
Sentence Length	20 words	15 words = short, 25 words = medium, 40 words = long
Image Before Text	OFF	Turn ON if products sell with images (fashion, food)
Supervise Agent	ON	Recommend always ON for Production
Advanced Thinking	OFF	Turn ON if frequently get complex questions

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Getting Started

1. Go to Settings > Behavior
2. Read your business requirements
3. Configure each section following examples above
4. Save and test in chat
5. Adjust until you get desired results

Ready? Go set up AI to work the way you want! 🚀