3Chat.AI Guidance Feature User Manual
3Chat.AI is an Active AI Customer Service Agent designed specifically for Chinese sellers.
It breaks through the passive response logic of traditional customer service:
- Pre-sales stage: Executes intelligent marketing SOPs, combined with industry-specific sales script libraries and multi-round conversational pacing, proactively guiding customers to leave information and convert.
- After-sales stage: Acts as a business expert, executing business operations based on specific goals, helping sellers improve customer retention and repurchase rates.
To better match your business needs in different scenarios, 3Chat.AI provides the Guidance Feature. With natural language instructions, you can flexibly define the Agent’s role, tone, rules, and escalation logic to achieve more predictable dialogue experiences.
1. Feature Overview
The Guidance feature allows you to train the 3Chat Agent with simple natural language instructions, so it can respond correctly to user inquiries under predefined constraints. You can:
- Define the Agent’s role and style
- Set business rules and escalation conditions
- Optimize prompt effectiveness and test in real time
With these settings, the Agent can play the right role in different business stages, follow your service strategy, and help achieve higher efficiency in customer conversion and retention.
2. Quick Operation Guide
2.1 Enter the Feature Page
In the left navigation bar, find 3Chat Agent > Guidance and click to enter.
The page is divided into two parts:
- Left side: Guidance category settings
- Right side: Real-time test chat window
Once you finish settings and save, you can immediately test the effect on the right side and simulate real conversation scenarios.
2.2 Write Natural Language Instructions for Different Categories
Guidance is divided into five categories, and each can be defined using natural language rules:
2.2.1 Basic Settings
- Agent Name: Customizable, can be changed anytime.
- Agent Avatar: Upload or replace the default avatar.
- Tone Style: Choose from 5 styles (Friendly / Natural / Practical / Professional / Humorous).
- Response Length: Choose from 3 modes (Concise / Standard / Detailed).
After finishing, click Save to apply.
2.2.2 Role
Define 3Chat’s professional identity and core responsibilities, such as:
- Professional Consultant
- Technical Expert
- Friendly Assistant
You can directly input prompts or use the system’s provided templates.
2.2.3 Communication Style
Standardize the Agent’s language habits and terminology.
- Configure industry-specific communication styles as needed
- Or quickly apply predefined templates
2.2.4 Rule Compliance
Define business rules that 3Chat must follow in conversations, for example:
- Pre-sales inquiries should not involve after-sales issues
- Strictly respond according to refund policy
2.2.5 Escalation Conditions
Define when conversations should be escalated to human customer service, for example:
- The user questions answers three times in a row
- Issues beyond business scope or overly complex problems
2.3 Optimize Instructions
After writing prompts, you can use the Smart Optimization feature. The system will:
- Show the original and optimized versions
- Provide reasons for optimization
- Offer suggestions for prompt breakdown (if any)
You can choose to accept the optimized result or keep the original version.
2.4 Real-time Testing
Chat with the Agent in the right-side window to preview effects in real time and ensure alignment with business expectations.
2.5 Publish and Go Live
Once settings are confirmed, click Sync to make them effective in real conversations.
3. Frequently Asked Questions
Q1: How can I ensure my guidance is effective?
A: Keep it concise and clear, avoid ambiguity. If involving business logic, use examples when possible.
Q2: Will this affect the Agent’s response speed?
A: No. Guidance only adds decision-making references and does not significantly impact response speed.
4. Conclusion
The 3Chat.AI Guidance feature provides sellers with a flexible and efficient way to guide agents in creating value across business scenarios.
- Pre-sales: Execute intelligent marketing SOPs to improve conversion rates
- After-sales: Act as a business expert to ensure customer experience
By writing and iteratively optimizing prompts, you can not only improve customer satisfaction but also find the best balance between automation and human service.