Overview
The Design Your Agent page is a feature within Fullpath’s Website Engagement which enables dealerships to configure and tailor their WE Chat Agent—the real-time chat assistant that interacts with website visitors. This page provides tools to customize the agent's personality, response style, and handling of visitor inquiries, allowing your brand to deliver a personalized and effective online customer experience.
Please note: While the agent's style and conversation approach are fully customizable, it can only provide information that exists within its accessible data sources.
Scope and Eligibility
- Visible only to dealerships with Website Engagement Chat GPT product enabled on the account
- Access requires appropriate user roles (Edit / Admin) with permissions to Website Engagement and the relevant store.
Navigation
You can find the Design Your Agent page in the Website Engagement product menu:
Feature Details
Sidebar: Chat Behavior Configuration
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Aggressiveness Level
Defines how assertive the agent is when collecting contact information from customers. Choose the approach that best fits your customer engagement strategy:- Casual: Minimal prompts to collect contact data.
- Balanced: Moderate level of prompts.
- Aggressive: Frequent and assertive attempts to obtain contact details.
Middle Section: Prompts and Safety Measures
- Customize how the agent responds to frequently asked questions regarding:
- Inventory details
- Store hours
- Contact information
- Store-specific instructions can be added here to refine interactions.
- The page includes escalation logic to seamlessly route inquiries beyond the agent’s programmed knowledge—such as specific vehicle offers or delivery requests—to human agents or other support resources.
Categories and Accordion Expansion
- Information is grouped into several categories, each represented by an accordion control.
- Click to expand a category to:
- Review current system behavior (default instructions)
- Add or modify Custom Guidelines to customize responses related to that topic.
This approach provides granular control over how the WE Chat Agent interacts with shoppers about distinct subjects.
FAQ:
How is this different from Frequency?
Frequency controls how often we show a module. Aggressiveness controls within Chat, how often the Agent asks for contact information.
What is the optimal setting?
We currently recommend the Balanced setting, which determines when to ask for contact information based on the flow of the conversation. The other aggressiveness options may be appropriate for dealerships with specific priorities or needs - i.e. prioritizing the best customer experience (Casual) or prioritizing collecting contact information (Aggressive). Once this new feature has been running for some time, we’ll be able provide data on conversion rates for different settings.
Troubleshooting Tips
- If changes to prompts or behaviors are not reflected on your dealer site, verify:
- You have saved all edits before exiting the page.
- Your user role has permission to edit agent configurations.
- The website is connected properly to the Website Engagement product.
- Use the escalation logic to test responses outside default data scope to ensure proper handoff to live agents.
- For unresolved issues, contact Fullpath Support with details of the issue and screenshots if possible.
Important Notes
- Customizations can only influence how the agent presents and shares information that exists within its data; it cannot fabricate or infer unavailable information.
- Periodically review and update your custom prompts to reflect changes in inventory, store hours, and contact information.
- Use the escalation logic effectively to maintain a seamless customer experience by routing complex queries to human support when needed.