Custom AI Context Best Practices

Re:amaze's AI Settings allow you to customize how the AI communicates for each brand in your account. You can set the personality, provide custom prompts, and add external URLs for the AI to reference. For step-by-step instructions on accessing and configuring these settings, see Add External URLs to Your AI Agent's Knowledge Base.

This article focuses on best practices for what to include in your AI settings to get the most effective, on-brand responses.

Choose the right personality for your brand

Re:amaze offers several personality options: Professional, Cheerful, Laid-back, Empathetic, and Playful. The right choice depends on your brand voice and customer expectations.

Consider how your support team currently communicates with customers. If your team uses a friendly, casual tone in emails and chat, Laid-back or Cheerful might be appropriate. If you operate in a more formal industry such as finance or healthcare, Professional or Empathetic may be better fits. The AI's personality should feel like a natural extension of your existing brand voice.
Think about your customer base as well. B2B customers in enterprise settings often expect Professional communication, while direct-to-consumer brands can often use more Playful or Cheerful tones.

Write specific, actionable custom prompts

The Custom Prompt Input is where you provide specific instructions about how the AI should communicate. Be concrete rather than vague. General instructions like "be helpful" do not give the AI much to work with.

Strong custom prompts include specific guidelines. For example:

"Keep responses under 100 words when possible. Use simple language and avoid technical jargon. If a customer's issue requires account access or billing changes, let them know a team member will follow up within 2 hours rather than attempting to resolve it."
Or for a different brand:

"Match our surf shop vibe. Use casual, beach-related language when natural. Keep responses conversational and encouraging. You can use emojis occasionally but do not overdo it. Always refer to our return policy rather than making up timeframes."

The more specific your instructions, the more consistent your AI responses will be.

Set clear boundaries for what AI should handle

Use your custom prompts to clarify which types of questions the AI should attempt to answer versus when it should defer to a human agent. This prevents the AI from handling sensitive issues that require human judgment.

For example: "You can answer questions about product features, shipping timelines, and general how-to questions. For billing disputes, account security concerns, refund requests, or complaints from upset customers, acknowledge the issue empathetically and let them know a team member will respond shortly."
Setting these boundaries protects both your customers and your brand by ensuring complex or sensitive situations receive appropriate human attention.

Provide context through single-page URLs

You can add up to 20 single-page URLs for the AI to reference. Use these strategically for information that may not be in your help center, such as your terms of service, shipping policy, return policy, pricing page, or about page.

The AI only reads the specific page you link to and will not crawl your entire site. Choose pages with clear, well-structured information that directly answers common customer questions. Avoid linking to pages with complex navigation, pop-ups, or content that requires user interaction.

Test and refine based on actual responses

After configuring your AI settings, monitor actual AI responses to customers. Do they match your intentions? Is the tone right? Are the responses helpful and accurate?

If something feels off, refine your custom prompts to be more specific. This is an iterative process and your first configuration will likely need adjustments over time. Pay attention to customer feedback and update your settings accordingly.