Operating Gabbex
Tone, language and instructions
Make the assistant sound like part of your team — voice, language, custom instructions, and how to handle off-topic questions.
A Gabbex assistant uses the knowledge you give it, but the way it speaks is up to you. The General tab inside an assistant is where you control voice, language, and the rules the assistant follows in every conversation.
Tone
Pick the voice your assistant should use:
- Friendly — warm and conversational. Best for consumer brands and small businesses.
- Professional — neutral and direct. Best for B2B, enterprise, and formal industries.
- Casual — relaxed and informal. Best for creative brands, lifestyle, and younger audiences.
The tone affects greetings, how the assistant phrases questions, how it apologises when it cannot answer, and how it asks for contact details. It does not change the facts in any answer — those always come from your sources.
Language
Set the primary language your visitors speak. The assistant will respond in that language by default.
If a visitor writes in a different language, the assistant tries to match it for that conversation. You can disable that behaviour from the language settings if you want to enforce a single language regardless of how the visitor writes.
Custom instructions
Custom instructions are your private system prompt. They are short rules or context the assistant should always remember. Examples:
- “We are a UK-based business. Use British spelling. Prices are in GBP.”
- “Never mention competitors by name.”
- “If a visitor asks about enterprise plans, tell them to book a call at /contact.”
- “Our team is closed on weekends. If someone asks about response times, mention this.”
Custom instructions are powerful but should stay short and specific. A long block of instructions confuses the assistant. Aim for a handful of clear rules.
Off-topic handling
The off-topic policy controls what happens when a visitor asks about something completely unrelated to your business — the weather, the news, a joke, or a question you simply do not want to answer.
You can choose:
- Politely decline. The assistant says it can only help with topics related to your business and offers to bring the conversation back.
- Redirect to support. The assistant declines and offers to escalate to a human if the visitor needs help with something else.
- Allow. The assistant can engage with off-topic questions if it wants to. Most teams turn this off.
Most teams pick politely decline — it keeps the assistant focused without being rude.
Escalation contact
Set the operator contact details that should receive escalations and other notifications. By default these are the workspace owner and admins, but you can route them to a shared inbox, a single team member, or any custom email list.
Custom assistant name and avatar
The assistant has a default name and avatar in the widget, but you can override both:
- Name — what the assistant calls itself in the conversation. “Acme Assistant”, “Lily”, “Support Bot” — whatever fits your brand.
- Avatar — upload an image. Square images work best. You can also pick from a small set of defaults.
These appear in the website widget, but the assistant uses the name in its replies on every channel.
Saving and testing
Click Save at the bottom of the General page. Open the Chat tab and run a few conversations to see the new tone and rules in action. If something is off, edit and test again. Changes take effect immediately.