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Open Configuration → Personalization to control how the agent communicates. Agent Personalization settings

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Booking guidance and workflow boundaries

Use Custom Instructions for conversational behavior: which approved booking page to recommend for each product, when to ask a clarifying question, and when to direct the customer to an external request form instead of collecting dates for an unavailable integration. Keep the actual package facts and approved links in the Knowledge Base, and configure connected booking capabilities in the relevant integration settings. Custom Instructions have a 6,000-character limit. Prioritize concise rules instead of pasting long reference documents. Instructions do not add an integration or enforce a technical restriction on tool access. Handoff clarification and acknowledgment use a separate flow that does not load the normal Knowledge Base context or Custom Instructions. Put handoff triggers and required fields in Handoff Rules; a personalization instruction alone does not configure them. Open Personalization in your active workspace.

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AI timezone

The AI timezone grounds relative dates, current time, time-sensitive conversations, and handoff working hours. Select Edit to change it.

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Base style

Choose a tone preset:
  • Default
  • Professional
  • Friendly
  • Candid
  • Quirky
  • Efficient
  • Cynical

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Response preferences

  • Emoji - allow or prevent emoji in assistant responses.
  • Message length - Default, Short, or Long.
  • Conversation scope - Business only for strict business topics, or General + business for broader conversation while keeping business facts grounded.
  • Assistant name - no personal name or a custom identity.

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Custom instructions

Use custom instructions for stable behavior that does not belong in factual knowledge, such as:
  • Preferred greeting or sign-off
  • Brand wording
  • Topics to avoid
  • How to format recommendations
  • When to ask clarifying questions
Select Save after making changes. Custom Instructions complement Visito’s built-in agent behavior. They do not replace the complete internal system prompt.

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Starter example

Keep factual values such as hours, fees, and policies in the Knowledge Base so your team can update them independently.
Do not place passwords, API keys, or other secrets in custom instructions.
Test important changes in Playground with a new chat before relying on them in customer channels.

Custom Instructions best practices

Use copy-ready patterns, avoid conflicting rules, and test each behavior.

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Pause AI after a team reply

Under Assistant settings, admins choose Off, 15 minutes, 30 minutes, 1 hour, or 2 hours, then save. The same setting is available in Personalization → Assistant settings on iOS and Android. This business-wide default applies to text and attachment replies from the dashboard, mobile apps, and M2M integrations across supported channels. Each team reply restarts the chosen timer. Without a saved preference, the previous server default remains (normally 30 minutes). Off preserves an existing pause. Use the conversation’s resume control to end it early. Changes affect future replies; the composer or API can override individual replies. Manual mode and unresolved handoffs continue to apply their own restrictions.
Mobile controls require the updated app release. Older installed versions retain their previous reply-pause behavior; use the web dashboard to change the business default.