Bot Development Overview

This guide explains how to shape your bot’s behavior in Irmaya, including tone, business context, and the conditions that should trigger human review.

Bot Development Overview

This guide explains how to shape your bot’s behavior in Irmaya, including tone, business context, and the conditions that should trigger human review.

Overview

Bot Development is where you define how the assistant should behave in customer conversations.

This area typically covers:

  • AI behavior and tone
  • business profile and operating context
  • handoff rules for situations a person should handle

When to Use This

Use this section when you need to:

  • set the assistant’s communication style
  • define the business context behind responses
  • decide when conversations should move to human handling

AI Behavior

AI behavior helps determine how the bot sounds and how it approaches replies.

Tone

Choose a tone that matches your brand and customer expectations.

Common directions include:

  • professional
  • friendly
  • casual

Response Style

Decide whether responses should stay short or include more explanation.

This affects:

  • how quickly customers get answers
  • how detailed the assistant sounds
  • how much context is included in replies

Language

Set the primary language the bot should use and review whether multilingual behavior is needed for your workspace.

Business Profile

The business profile tells the bot how to represent your company.

Useful profile elements include:

  • business name
  • short description
  • operating hours
  • service areas or specializations

The clearer this context is, the easier it is for the bot to stay aligned with your business.

Human Handoff Rules

Not every conversation should stay with the assistant.

Handoff rules help define when a person should step in, for example when:

  • the customer explicitly asks for a human
  • the issue is complex or sensitive
  • the assistant is not confident enough to respond well

Configure Your Bot

When setting up the bot, work through the areas in this order:

  • review AI behavior and tone
  • define the business profile
  • set initial handoff expectations
  • test the configuration with simple customer scenarios

Keep the first version simple. It is usually better to refine gradually than to over-configure too early.

Best Practices

  • start with a clear tone and a narrow use case
  • keep business context accurate and current
  • use handoff rules to protect quality, not to avoid human work entirely
  • test changes after updating bot behavior
  • use repeated failures as signals for what to improve next

Common Issues

Responses feel too generic

Improve:

  • business context
  • bot behavior settings
  • knowledge quality

Too many conversations go to human review

Review:

  • handoff thresholds
  • confidence expectations
  • missing knowledge or unclear behavior rules

Conversations never escalate

Check:

  • whether handoff rules are configured
  • whether the current thresholds are too loose
  • whether sensitive cases are being identified properly

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