What it is, who it is talking to, how careful to be, what it must never touch, and which pages it belongs on. Every one of those becomes a line in the instruction it is given before the conversation starts.
Not preferences filed away somewhere. This is the brief it works from, and these four change the conversation more than anything else on the page.
Subjects it will not discuss, in your words. These are not discouraged, they are refused — it says the subject is not something it can help with, and leaves it there.
It says so plainly, offers whatever nearby thing it is sure of, and does not fill the gap with something that sounds right. Or you can have it make a flagged attempt instead.
It looks for honest openings to show somebody a part of your product they have not used. Set it to support instead and it stops introducing things and starts closing the loop.
The questions your users actually arrive with. It offers one in its own words when somebody is unsure what to ask — never read out as a menu.
Most of it has a sensible default. The two worth spending real time on are your terminology and your hard constraints.
Most of Studio is set once and forgotten. These are the ones somebody meets every time — so they are the ones worth an afternoon.
Said once, at the start. It sets what someone thinks they are allowed to ask for, which decides most of what happens next.
“Hi — I'm the product specialist here. I can see your screen, so if something isn't doing what you expect, just say so.”
What it says to somebody who has never been here before, and only to them. Nobody who has used the product for a year hears it again.
“It looks like this is your first time in — want me to walk you through getting your first import running?”
Optional, and short if you use it at all. The second half is the part that does any work — the first half was already obvious.
“I'm an AI, and I'll tell you when I'm not sure.”
Rules are followed without exception. Openers are offered naturally, in its own words, and never read out as a list — which is the difference between a colleague and a phone tree.
There are eleven areas in here and a new customer does not need eleven. This is the order worth doing them in, and roughly what each one costs you.
The nouns your customers use, including the ones your own documentation does not. This is the cheapest credibility available and the thing most often skipped.
Price, contracts, whatever else. Write it as you would say it to a new hire on their first morning, because that is exactly the job the sentence is doing.
Trial user, paying admin, internal team. It changes how much explaining every answer carries, and it is the difference between helpful and patronising.
Five or six, from your own support queue. Not a script — somewhere for it to go when a conversation stalls.
Under an hour, and none of it needs anybody technical. The longest part is deciding what you do not want it saying.
If you sell more than one thing, they get separate workspaces. A single configuration hedging between two products produces answers that are wrong for both.
The two products almost certainly call things differently, and the overlap is where the confusing answers come from.
Each is walked on its own and answers only from its own map. Nothing from one product can be offered to a user of the other.
Even for a company that buys both. What they told you about one is not automatically true of how they use the other.
Your colour, and which corner it sits in. Theme, style and label existed and were removed — a thing that can be restyled into anything ends up looking like a broken part of somebody else’s product.
one hex, and it lights the mark's own dots
which corner of the screen it rests in
That is genuinely most of the setup. Everything else has a default that is right until you have a reason it is not.
A map with nobody to ask. A conversation with nothing to draw on. A memory of a product it never learned. The system is the point.
A conversation inside the product, on the screen they are stuck on — spoken, and able to see what they are looking at.
read the page →Where it stops. It says it does not know, refuses the three subjects you never want answered, and promises nothing it cannot keep.
read the page →It walks your product screen by screen and writes down what it found, in a 22-section record per page — including what it could not establish.
read the page →Your maps and docs compiled into things it knows, held at two grains so a single fact inside a long document can still be found.
read the page →What it handled, what it learned, what it could not answer, and which accounts have gone quiet — for the people who own the product.
read the page →Where you set what it is, how it speaks, what it must never touch, and which pages it appears on. Settings that become instructions.
you are hereYour users are already having the conversation. Right now it is with nobody.