Never guess prices, dates or policies
A wrong price is worse than no answer. Good systems answer prices from a price list or your written information, and say "I will check" when a figure is not there. Chatdek can look prices up in rows you maintain, with the date they are true from, and asks you when a price is missing.
Never pretend to be human
Visitors should know they are talking to an AI. Pretending damages trust and, in some places, breaks the rules for automated chat.
Never give advice it is not qualified to give
Medical, legal and financial questions belong with your qualified staff. The assistant explains what you offer and how to book, and passes advice questions to a person.
Never promise what only you can decide
Discounts, refunds, delivery dates and exceptions are your decisions. You can set rules for each agent: words that bring in a person at once, phrases it must never say, and things it must never promise.
Always keep a way to a person
Every chat should have a route to a human: live handover when someone is online, or a message form when they are not.