AI settings

The AI Settings tab in Starko.one is where you take full control over how your AI assistant behaves, responds, and integrates with your workflows. This is where your assistant stops being generic—and starts acting as a true extension of your brand. From defining personality and tone, to integrating backend systems and automating custom actions, the AI Settings tab empowers you to fine-tune every aspect of your assistant’s performance to better reflect your company’s voice, goals, and customer expectations. Personalizing the Assistant The assistant can be hand-tailored to match your brand identity and communication style. You can modify: Tone of Voice – Choose whether your assistant is formal, friendly, technical, casual, or anything in between. Response Length – Set whether answers are concise, detailed, or adaptive based on context. Personality – Customize the assistant’s overall persona (e.g., helpful and professional, witty and playful, or warm and empathetic). This personalization ensures a consistent customer experience aligned with how your brand communicates. Company Profile & Context To help your assistant provide more accurate, relevant answers, you can input your: Company name and mission Product or service descriptions This information helps the assistant align more closely with your operational context and provide clients with accurate, business-specific answers. System Prompt Customization For advanced configuration, the AI Settings tab lets you edit the system prompt — the underlying instruction set that governs how the assistant reasons and responds. You can: Define your assistant’s role and limits Outline preferred behavior for different use cases Include example conversations or domain-specific instructions This is especially useful for highly regulated industries, complex products, or teams that want granular control over AI behavior. Behavior Control & Escalation Rules You can specify what the assistant should do in different types of interactions: Escalate to a human agent when confidence is low, sentiment is negative, or the topic exceeds the assistant’s scope. Open a support ticket automatically based on conversation triggers or requests. Continue autonomously if the interaction falls within predefined comfort zones. This flexibility ensures the assistant knows when to handle issues on its own—and when to get out of the way. Custom Actions & Workflow Integration Starko allows you to define Custom Actions that your assistant can execute during a conversation. These can be linked to: Internal tools (e.g., CRMs, inventory systems, scheduling platforms) External APIs (via webhooks) Business logic (e.g., cancel a subscription, look up a shipping status, trigger a Slack alert) Examples of custom actions include: “Check order status in Shopify” “Create a task in Asana” “Send a password reset email” This makes your assistant more than a support bot—it becomes an active part of your operations. Customer Feedback Monitoring Within the AI Settings tab, you can monitor customer feedback on the assistant’s performance in real time. Key features include: Rating collection (thumbs up/down or custom metrics) Feedback tagging (e.g., “unhelpful,” “too long,” “too vague”) Sentiment analysis to detect frustration, confusion, or satisfaction This feedback loop enables continuous learning and refinement, so your assistant becomes smarter, more accurate, and more aligned with user needs over time. Conversation Review & Performance Analytics Gain deeper insights into how your AI is performing with tools to: Browse recent conversations Identify escalation triggers Flag missed opportunities or failed resolutions Track usage trends and resolution rates By analyzing these interactions, you can spot gaps in knowledge, refine tone settings, and proactively improve your AI’s behavior. Why AI Settings Matter The AI assistant in Starko.one is only as effective as it is aligned with your company. The AI Settings tab ensures your assistant: Speaks with your voice Acts according to your rules Grows with your business Integrates into your workflows Learns from real-world feedback It transforms your assistant from a static responder to a dynamic, evolving part of your support and operations team. Getting Started with AI Settings Navigate to the AI Settings tab in your Starko dashboard. Configure the assistant’s tone, response style, and personality. Fill out your company profile and contextual data. Customize the system prompt for deeper control. Define escalation rules and set up any required custom actions. Monitor customer feedback and review performance regularly to refine and adapt. image how to create custom actions:

Procedures: build step-by-step playbooks for your AI agent Procedures let you teach your AI agent to handle specific requests with a\ repeatable, multi-step flow — the same way you'd train a new teammate. When a\ customer's message matches what a procedure is for, the agent follows your steps\ in order: asking questions, looking things up, using your tools, getting a\ teammate's approval when needed, and resolving the request. This guide covers what Procedures are, how to build one, and how they behave in a\ live conversation. When to use a Procedure Your AI agent already answers questions on its own from your knowledge base. Use\ a Procedure when a request needs a specific sequence of actions rather\ than a single answer — for example: Processing a refund (verify the order → check eligibility → refund or explain) Quotes or plan recommendations (collect details → calculate → recommend) Anything that needs a teammate's approval before acting Anything that collects information across a few messages If a request can be answered in one reply from your help articles, you don't need\ a procedure — let the agent handle it normally. Create a Procedure Open Procedures in the sidebar and click New procedure. Name it clearly (e.g. "Refund request"). Describe when it should run. In the trigger field, write the customer\ intent that should start it, in plain language — like "The customer wants a\ refund or to return an order." The agent matches on meaning, so you don't\ need exact keywords. Add your steps (see the building blocks below). Save, then turn it on to make it live. While it's off it stays a draft\ and won't run. 💡 Start simple. A few clear steps work better than a long, deeply branched flow. The building blocks Add steps from the + Add step menu. Each block does one thing: Block What it does --- --- Step A plain instruction in your words ("Greet the customer and confirm the issue"). The agent turns it into a natural message or action. If / Else Branches based on a condition. Steps under If run when it's true; Otherwise runs when it's not. Wait for approval Pauses until a teammate approves or rejects, then runs the If approved / If rejected branch. Use a tool Calls one of your connected tools — a custom action, an MCP tool, or a built-in (create ticket, search knowledge base, etc.). Ask the customer Asks a question and waits for the reply before continuing. Look up content Searches your knowledge base for relevant articles. Hand off to human Connects the conversation to a teammate and ends the procedure. End Finishes the procedure with an optional closing message. Using your tools inside a step While writing a step, type to mention a tool — your custom actions, MCP\ tools, and built-ins appear in a list. Mentioning a tool lets the agent use it\ for that step only, so it can't reach for anything it shouldn't. How a Procedure behaves in a conversation It starts automatically. When a customer's message matches a procedure's\ trigger, the agent begins following it — no command needed. One at a time. A conversation runs one procedure at a time. If the customer\ clearly switches to a different request, the agent switches too. It asks and waits. On an Ask the customer step, the agent sends the\ question and waits — even if the customer replies a while later, it resumes\ right where it left off. It can pause for your approval. On a Wait for approval step, an\ Approval needed prompt appears on the conversation with Approve /\ Reject buttons. The procedure continues down the matching branch once you\ decide; the customer is told you're checking in the meantime. It handles side questions. If the customer asks something unrelated mid-flow\ ("by the way, what are your hours?"), the agent answers it from your knowledge\ base, then steers back to the procedure — without losing its place. It speaks naturally. Replies are written in the customer's language and your\ brand's tone. Your step text is guidance for the agent, not a script it reads\ aloud. It ends cleanly. When the flow reaches End (or hands off), the\ conversation wraps up with a clear message. Example: a refund procedure Ask the customer — "What's the order number you'd like refunded?" Use a tool — look up the order. If / Else — If the order is within 30 days: Wait for approval — "Approve refund for this order?" If approved: Use a tool to process the refund → Step: confirm to\ the customer. If rejected: Step — explain it can't be refunded and offer options. Otherwise: Step — explain the 30-day policy. End — "Thanks for reaching out — anything else I can help with?" Tips & best practices Write triggers by intent, not keywords — describe what the customer wants. Keep steps focused — one action or message per step is clearer and more reliable. Use approvals for anything sensitive — refunds, account changes, etc. Only mention the tools a step needs — it keeps each step precise. Test it in your widget before turning it live for everyone. FAQ Do Procedures replace the AI's normal answers?No. The agent still answers everyday questions from your knowledge base.\ Procedures only start for the specific requests you've defined. What if the customer goes off-script?The agent answers their side question, then guides the conversation back. If\ they've clearly moved to a different request, it switches procedures. Which channels do Procedures work on?Web chat, email, WhatsApp, and Instagram. What happens if no one approves a "Wait for approval" step?The procedure stays paused and the customer is kept informed. It resumes the\ moment a teammate approves or rejects.