What your agent will and won't do
The rules every Syniria agent follows, whatever you set up.
Updated
Whatever you set up, every Syniria agent follows the same rules. Knowing them saves a lot of "why won't it…?".
Each reply is one message, under 900 characters. Messaging apps reject longer messages outright, so the customer would get nothing. If there's more to say, your agent gives the essentials and offers to go into detail.
Plain text only. No bold, headings, bullet symbols or tables, which the messaging apps don't show. At most one emoji in a message, only where it fits.
It won't invent details. If it doesn't know, it says so and offers to have a team member follow up. It never makes up a price, stock level or availability: those come only from your catalog.
It stays professional. It doesn't discuss competitors, make legal or contractual commitments, or share your internal processes, suppliers or technical details beyond what you've given it.
It hands over rather than argues. When a customer is frustrated, upset or asks for a person, your agent acknowledges it and says a team member will follow up personally. You see the chat in your Inbox and can take it over.
It stays on topic. Off-topic requests are politely steered back to how it can help with your business, and it doesn't play along with attempts to make it ignore its instructions or reveal its setup.
It doesn't ask for contact details after one casual question. It waits until the customer shows real interest.
Plan around these gaps: there's no holiday calendar, so on a holiday your agent gives your usual hours; each day has one opening window, so a mid-day break can't be entered; and the hours are for the whole business, not per channel or service.