Communication style
Use our product names
Call the subscription the Coffee Club, never “your subscription.” Write product names the way the store does.
Applies to · All conversations
Every reply sounds like your team, from a first-time buyer to a regular with 20 orders
Set the tone and answer length once, then add rules in plain words, like “never promise a delivery day.” A rule can apply to one brand, customer segment or product line.
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How it works
How guidance shapes each reply
Guidance works alongside your help center and your skills. The help center has the facts and skills have the steps. Guidance decides how Neo, ThriveDesk’s AI agent, says it and what it won’t promise.
- 01
It checks your guidance before it writes
Before each reply, Neo reads your basics and every rule that could apply. That goes for chat, email and the drafts it writes for your team.
- 02
It keeps the rules that fit
A rule scoped to a brand, a customer segment or a product line only counts when the conversation matches. The rest stay out of the way.
- 03
It writes the reply your way
The reply comes out in your tone, with your product names and inside your limits. In a test chat you can see which rules shaped it.
Use cases
Six rules a store could start with
You won’t write a single prompt. Each one is a title, a sentence or two and who it applies to.
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Policies
Don’t promise delivery dates
Share the estimate from the tracking page and say it’s an estimate. Never promise a day.
Applies to · All conversations
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Handoffs
Hand off chargebacks
If a customer mentions a chargeback, a lawyer or a bank dispute, stop and hand the conversation to a teammate with a private note.
Applies to · All conversations
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Customer segment
Look after regulars
Thank them by name for coming back, and offer free express shipping on any replacement.
Applies to · Regulars · 5+ orders
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Brand
Northfield Outdoor voice
Keep it short and practical, skip the exclamation marks and sign off as the Northfield crew.
Applies to · Northfield Outdoor
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Product line
Gift cards can’t be refunded
Say so plainly, then offer to resend the code to the recipient or change the email it goes to.
Applies to · Gift cards
Testimonials
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
Muslims Day
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What is guidance in ThriveDesk?
Guidance is the set of instructions that decides how Neo, ThriveDesk’s AI agent, writes to your customers: its tone, how long its answers are, the words it uses and the rules it follows, like what it can promise. It applies to every reply unless you scope a rule to certain conversations.
How is guidance different from knowledge and skills?
Your help center and other knowledge tell Neo what’s true, like your return window. A skill gives it the steps for one kind of request, like a refund. Guidance applies across all of them and decides how Neo says things and what it won’t say.
Do I need to write prompts?
No. Write guidance in plain sentences, the way you’d brief a new teammate: “Call the subscription the Coffee Club” or “Don’t promise a delivery date.”
Can each brand have its own tone?
Yes. If you run more than one store in ThriveDesk, scope a rule to a brand and it applies only to that brand’s conversations. Each brand can have its own tone, sign-off and product names.
Can a rule apply only to some customers?
Yes. Scope it to a customer segment, like regulars with five or more orders, wholesale buyers or first-time customers, and Neo follows it only when the customer is in that segment.
Can I set rules for a product line?
Yes. A rule scoped to a product line, like gift cards or subscriptions, applies when the conversation is about those products. For example: explain that gift cards can’t be refunded, then offer to resend the code.
What if two pieces of guidance disagree?
The more specific one wins. A rule for a brand, a segment or a product line comes before a rule for all conversations, so you can set a default once and change it only where you need to.
Can I control how long Neo’s answers are?
Yes. Pick Short, Standard or Detailed in the basics. For a case that needs more, like walking someone through setup, add a rule that says so.
Can I tell Neo what not to say?
Yes. Write it as a rule, like “Don’t promise delivery dates” or “Don’t mention other brands.” For topics your team should always handle, add a rule that hands the conversation to a teammate.
How do I check guidance before it goes live?
Open a test chat, pick a brand and a customer, and ask a question. Neo answers with your guidance, and the test shows which rules it used for each reply.
Does guidance apply to the drafts Neo writes for my team?
Yes. The same tone, words and rules apply when Neo drafts a reply for a teammate to review, so drafts and Neo’s own answers sound alike.
Where your guidance shows up
See all use cases-
Automate support
Answer routine questions on email and chat, and pass the rest to your team.
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Reply drafter
Drafts written from your help center, so agents edit instead of starting cold.
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Order & shipping support
Answer “Where’s my order?” and explain returns straight from your store data.
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Increase sales
Answer pre-sale questions and suggest the right product while shoppers are still on the page.
