3Chat.AI Guidance Function Operation Manual
3Chat.AI is an AI customer service agent specifically designed for Chinese sellers. It breaks through the traditional passive response logic of customer service:
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Pre-sales phase: Executes intelligent marketing SOP, combining industry-specific sales scripts and multi-turn conversational pacing to proactively guide customers towards leaving contact details and conversion.
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Post-sales phase: Acts as a business expert, performing business operations based on specific goals to help sellers increase customer retention and repurchase rates.
To better match your business needs in different scenarios, 3Chat.AI offers the Guidance Function. You can flexibly define the agent’s role, tone, rules, and handover logic using natural language instructions to achieve a more expected conversational experience.
1. Function Overview
The Guidance Function allows you to train 3Chat Agent to respond correctly to user queries within predefined constraints through simple natural language instructions. You can:
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Define the agent’s role and style
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Set business rules and conditions for handing over to human agents
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Optimize prompt effects and test them in real-time
Through these actions, the agent can play an appropriate role at different business stages, follow your service strategy, and help you achieve more efficient customer conversion and retention.
2. Quick Operation Guide
2.1 Accessing the Function Page
Find 3Chat Agent > Guidance in the left sidebar and click to enter.
The page is divided into two parts:
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Left side: Guidance category settings
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Right side: Real-time chat window for testing
After completing and saving the settings, you can immediately test the effects on the right side to simulate real conversational scenarios.
2.2 Writing Natural Language Instructions for Different Categories
Guidance is divided into five categories, each of which can be defined with natural language rules:
2.2.2 Role
Define the professional identity and core responsibilities of 3Chat, such as:
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Professional Consultant
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Technical Expert
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Friendly Assistant
You can directly input prompts or refer to system-provided templates.
2.2.3 Communication Style
Standardize the agent’s language habits and terminology expressions.
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You can set specific communication styles according to industry needs.
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You can also use preset templates for quick configuration.
2.2.4 Condition Compliance
Set the business rules that 3Chat must follow in conversations, such as:
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Pre-sales consultations should not involve after-sales content.
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Strictly follow the refund policy in responses.
2.2.5 Handover to Human Agent Conditions
Define when the conversation should be handed over to a human agent, for example:
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User questions the answer three times.
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Complex issues beyond the business scope are raised.
2.3 Optimizing Instructions
Once you write the prompt, you can use the Smart Optimization feature, which will:
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Show the original text and optimized results
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Provide an explanation for the optimization
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Suggest prompt splits (if applicable)
You can choose to Adopt Optimization or Keep the Original.
2.4 Real-Time Testing of Guidance Effects
Directly chat with the agent in the right window to preview the effects in real-time and ensure they align with business expectations.
2.5 Publishing and Going Live
Once you confirm the settings are correct, click Sync to apply them in real conversations.
3. Frequently Asked Questions (FAQ)
Q1: How can I ensure my guidance is effective?
A: Keep it simple and clear, avoiding ambiguity. If it involves business logic, provide examples.
Q2: Will it affect the response speed of the agent?
A: No. Guidance only adds decision references and has no noticeable impact on response speed.
4. Conclusion
The 3Chat.AI Guidance Function provides sellers with a flexible and efficient way to guide the agent in different business scenarios.
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Pre-sales: Executes intelligent marketing SOP to improve conversion rates.
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Post-sales: Acts as a business expert to ensure customer experience.
By reasonably writing and iterating the optimization of prompts, you can not only enhance customer satisfaction but also find the best balance between automation and human service.