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Guidelines and studio information for MagicAI Chat

  • Updated

In this article, you will learn how to steer the answers of MagicAI Chat with guidelines and studio information, which limits apply and how to test new entries.

Contents

Quick Guide

  1. Go to Settings / MagicAI / Chat and open a chat configuration.
  2. Open the Guidelines or Studio information tab.
  3. Click Create Guidelines or Create Studio information.
  4. Enter the text under Content and choose the studios under Manage activation.
  5. Click Save. The entry is published immediately.
  6. Start a new chat and check the answer.

Prerequisites

  • Permission: Settings / Artificial Intelligence / Configure MagicAI chat settings. You assign it in the role settings.
  • Chat configuration: MagicAI Chat is active for your studio and at least one chat configuration exists. How to create one is described in Setting up MagicAI Chat.

Guidelines and studio information compared

Both tabs sit on the detail page of a chat configuration under Settings / MagicAI / Chat. In short: Guidelines define how the chatbot behaves. Studio information defines what the chatbot knows about a location.

As a rule of thumb: if the chatbot should do something differently, for example refer members to a different contact, create a guideline. If it should be able to answer a question about a specific studio, for example about parking, add studio information.

Guidelines Studio information
Purpose Behavioural rules: how the chatbot answers, whom it refers members to and which hints it mentions or leaves out. Facts about a location that the chatbot can look up, especially situation-dependent or temporary details.
Examples
  • "Questions about contracts, cancellations and fees are handled centrally. Refer members to central customer service, not to staff in the studio."
  • "This studio has no staff on site. Refer members to support if they have a problem."
  • "Members park free of charge in the courtyard. The entrance to the car park is on Sample Street."
  • "Outside service hours, members enter the studio via the QR scanner at the turnstile."
How the chatbot uses it Applies in every conversation about a studio the guideline is activated for. Used when a member asks about a studio the information is activated for.
Maximum 20 per studio 15 per studio

Standard data such as address, opening hours and amenities are provided automatically. You do not need to enter them as studio information.

Creating a guideline

Guidelines tab of a chat configuration with two guidelines.

  1. Go to Settings / MagicAI / Chat and open the chat configuration.
  2. Open the Guidelines tab and click Create Guidelines. The dialog Create guideline opens.
  3. Enter the rule under Content. The counter below the field shows how many of the 500 characters you have used.
  4. Under Manage activation, choose the studios the guideline applies to. If you do not select a studio, the guideline applies to All studios, that is all studios that are currently or will in future be activated for this chat configuration.
  5. Click Save.

Create guideline dialog with sample text.

Changes are published immediately and can affect the chatbot's answers. The guideline then appears in the list with the columns Content and Activated for.

Typical guidelines

  • Responsibilities and routing: "Questions about contracts, cancellations and fees are handled centrally. Never refer members to staff in the studio. Refer them to our central customer service."
  • Unstaffed studios open around the clock: "This studio has no staff on site. Do not refer members to staff in the studio. Refer them to customer support."
  • Deviating processes: "For a trial workout, prospects buy a regular day ticket at the studio."
  • Promotions and campaigns: "Point prospects to our current bring-a-friend promotion."

Write one rule per guideline and phrase it as a clear instruction. Activate studio-specific rules only for the studios they apply to.

Creating studio information

Studio information tab of a chat configuration with two entries.

  1. Go to Settings / MagicAI / Chat and open the chat configuration.
  2. Open the Studio information tab and click Create Studio information. The dialog Add studio information opens.
  3. Enter the information under Content (max. 500 characters).
  4. Under Manage activation, assign the information to one or more studios. If you do not select a studio, it applies to All studios.
  5. Click Save.

Add studio information dialog with sample text.

Changes are published immediately and can affect the chatbot's answers.

Typical studio information

  • Parking and directions: "Members park free of charge in the courtyard. The entrance is on Sample Street."
  • Check-in and access: "Outside service hours, members enter through the turnstile by scanning the QR code in the member app."
  • Temporary notices: details that apply only for a limited time at one location, for example a closed area during renovation work. Delete the entry when it no longer applies.

Limits

  • Content: max. 500 characters per entry.
  • Guidelines: max. 20 per studio.
  • Studio information: max. 15 per studio.

The limits are counted per studio. An entry for All studios counts towards the limit of every studio, together with the entries activated for that studio only. Example: if 5 guidelines apply to All studios, you can add up to 15 more guidelines for a single studio.

When a studio reaches the limit, the create button is disabled and the dialog cannot be saved. The software then shows the message The maximum of 20 guidelines per facility has been reached. or The maximum of 15 studio information entries per facility has been reached. To add a new entry, edit or delete an existing one first.

Editing and deleting entries

Each row in the list has a menu with Edit and Delete.

  • Edit: opens the dialog Edit guideline or Edit studio information. Change the content or the activation and click Save.
  • Delete: confirm the deletion in the dialog that follows.

Changes and deletions also take effect immediately. You can filter the list by studio, which helps you check which entries apply to a specific location.

Testing entries

  1. Create and save the guideline or studio information.
  2. Start a new chat. Conversations that are already running keep the state they started with.
  3. Ask a question that the entry should affect, for a studio the entry is activated for, and check whether the chatbot applies it.

Studio information and knowledge sources

Your knowledge sources (website, Zendesk Help Center, documents) remain the broad knowledge base for general topics. Studio information is meant for a few especially important facts about a location, which the chatbot has directly at hand when a member asks about that studio. Use it sparingly and precisely, like a cheat sheet, and not as a replacement for the knowledge sources.

If the chatbot should behave differently rather than know more, create a guideline instead.

Note: This article was created with the help of artificial intelligence and editorially reviewed.