Shape your agent’s voice and rules
Name, welcome, tone, reply length, guidance rules, handover and appearance, all in a draft you publish when ready, with every version kept to restore.
Everything about how Dazza talks lives in Agent. Changes save to a draft, so customers keep talking to the live version until you publish.
Identity
- Name, shown at the top of the chat.
- Business, how Dazza refers to you.
- Welcome message, the first thing visitors read.
- Suggested questions, up to three, shown before the first message.
Voice
Pick a tone: Warm, Clear, Formal or Playful. Then a reply length: Short, Balanced or Detailed. Tone shapes how Dazza writes, never what it says: facts still come only from your knowledge.
Dazza replies in the language the customer writes in.
Guidance
Rules are short instructions Dazza always follows. Each one has a type and can apply to chat, email or both:
- Tone and language, like “Use first names.”
- Asking questions, like “If someone asks about an event, ask which weekend.”
- What to say, like “Mention free returns when people ask about sizing.”
- When to hand over, like “Hand over anything about refunds over £100.”
Anything else is for longer instructions in plain English. Never discuss lists topics Dazza politely declines, such as competitors or legal advice.
Handover
Set what the customer hears when Dazza brings in your team, and whether it reminds customers who seem stuck that they can ask for a person.
Appearance
Choose a brand colour for the header, messages and buttons, and an accent colour for the mark beside your agent’s name. Your agent’s name and welcome appear at the top of the chat.
Nudges
Show a short message above the chat button on the pages you choose, after a delay, on every visit or only the first. Clicking it opens the chat with your message. See Nudges on your website.
Preview, publish and pause
Save draft keeps your changes as the draft. Customers keep talking to the live version until you publish.
The preview beside the studio shows your agent’s name, welcome, suggested questions, colours and nudges as you type, and its replies come from the saved draft. Try anything there, including attaching a photo or a PDF, or clicking a nudge to open the chat from it; preview chats are free. On a phone, switch between Settings and Preview at the top of the page.
Publish changes saves what’s on your screen and makes it live as a new numbered version, from the very next message. You don’t need to save first. The status at the top lists the settings that will change. If a field needs fixing, nothing is published and the reason shows beside that field.
Pause hides the chat on your site until you turn it back on.
Test a change first
On Growth and above, Test on customers (beside Publish changes) splits new conversations between your draft and the live version, so you can see which one Dazza handles more of on its own before everyone gets it. See A/B test changes on real customers.
Unsaved changes
While what’s on screen differs from your saved draft, the bar at the bottom says Unsaved changes (on a phone, Settings has a dot). If you close the tab, reload or follow a link to another page, Dazza asks first. Discard puts back the saved draft. Saving or publishing clears it.
Versions and restore
Every publish is kept under Versions, newest first, with who published it, when, and what changed from the version before, such as “Changed: Welcome message and Nudges”.
Restore copies a version’s settings, nudges included, into your draft. It never goes straight to live: try it in the preview, then publish it, and it goes live as a new version. If you have unsaved changes, or saved changes you haven’t published, Dazza asks first, because restoring replaces them. Each restore is recorded in the audit log.
Only admins can save, publish, pause and restore. Everyone else can see the settings, the preview and the versions.