🎯 What is Generic Smarton and what is it for?
Imagine you have a star employee who has read all your company manuals. Generic Smarton is exactly that: a virtual assistant that chats naturally with your customers, answers their questions by reading your documents, and guides them without forcing them to type rigid options like "press 1 or 2".
It's the ideal tool when you need to:
Answer frequently asked questions about your services, hours, or policies.
Serve customers freely, letting them guide the conversation.
Save data (like name or email) if the customer mentions it naturally during the chat, without it looking like a boring form.
🧠 How does this assistant "think"?
To ensure your assistant doesn't make mistakes, it's important to understand the exact order in which it does things each time a customer sends it a message:
It remembers: It reads the last messages of the conversation to stay on track. (If the customer just says "the red one", the assistant will remember you were talking about shoes before).
It checks if the customer wants to leave: Before responding to anything, it verifies if the customer asked for something special, like "I want to talk to a human". If so, it sends them directly to your team and stops chatting.
It searches for the answer: If the customer just asked a question, the assistant opens your documents (Excel or PDF), finds the exact information, and writes a friendly response. It doesn't make anything up.
It silently saves data: While reading the customer's message, it checks if they mentioned their name, email, or phone number, and automatically notes it in their file.
⚙️ Step by Step to Set It Up
When you place the component on your design screen, enter the Smarton Customization section to bring your assistant to life:
1. Instructions on how to speak (The Prompt)
Here you tell the assistant how it should behave.
Tell it who it is (ex. "You are a friendly advisor at Health Clinic").
Tell it what it should do (ex. "Resolve questions about our hours and services").
Set clear limits (ex. "Never give medical advice, only provide clinic information").
✨ Create instructions with Artificial Intelligence: Don't know how to write all this? Don't worry! The system includes an AI-powered generator. You just have to write in your own words and natural language what you want (ex. "I want a very fun assistant that sells shoes and uses emojis"). Artificial Intelligence will take your idea and write the perfect rules for you in order, even adding important information fields for you.
2. Assistant Summary and the Magic of AI
You'll see a box called "Smarton Description". This is a very short summary of what your bot is about (ex. "Insurance information assistant"). The system uses this to know if the customer is talking about the right topic.
✨ What is the star button (AI) for? Writing this summary can sometimes be tricky, since if you use words like "greet the customer" or "if they ask you", the system can get confused. By pressing the Artificial Intelligence button (✨), the system will write the perfect summary for you.
It will clean up your words and leave only the key concepts of your business. If you don't like the result, just press the "Undo" button.
3. Interactive Messages 🎠
Customers don't like reading huge texts. You can turn on these options so the assistant sends visual elements where the customer just has to click:
Buttons: For quick decisions (ex. "Yes / No").
Lists: For long menus (ex. "Choose your city").
Photo carousel: To show cards with photos of your products that can be swiped with your finger.
How does it work? You don't need to know how to code. Just turn on the switch and write to the bot in your own words when it should use them (ex. "Use carousel messages when the customer asks about specific models").
Note: These visual buttons only work on WhatsApp; if they write to you through your website, they will appear as plain text.
4. Your Documents (The bot's manual)
Here you upload the files (PDF, Word, or Excel) that the assistant will use to answer.
If you upload an Excel: Make sure each row is complete and understandable on its own. Don't leave cells empty.
Deep search: Sometimes the information in your manuals is very long and the assistant tells you "I didn't find the information", even though you know it's there. To fix this, turn on the "Document Matches" option and increase the number to 10. This makes the assistant read more pages at the same time before giving up.
🔀 Final Settings (On the main screen)
Once you save the assistant's personality, adjust the rules of your diagram:
Exit Intents (Routes): Put keywords so the bot knows when to send the customer to another place. For example, if they type "advisor", you send them to your sales team. At this point you can use the AI description generator ✨ to help you with an accurate description.
Save information: Turn on this option and choose what data (like Email or Phone) you want the bot to note silently if the customer mentions it.
Customer stage: Automatically classify your customers. Choose what level you want to move the user to within your sales process; for example, if the customer asks many questions about a product, the system can change their status to "Opportunity" or "Prospect" without you having to do it manually.
Wait time: Decide what to do if the customer leaves and stops responding (ex. after 15 minutes, you can make the bot send them a message like "Are you still there?").
🛠️ Common problems? Quick solution here
What's happening? | Why does it happen? | How do I fix it quick? |
The bot transfers to a human too quickly by mistake. | The word you put in your "Exit Routes" is too general. | Change your rule to a more complete phrase (ex. use "I want to speak with support" instead of just "Support"). |
The bot says it doesn't have the answer, but it's in the PDF. | The information is very spread out in your document and the bot lacks "vision". | Go to customization, turn on Document Matches, and increase it to the maximum number (10). |
The pretty WhatsApp buttons don't appear. | The assistant didn't understand when it should show them. | Review your visual message instructions and be more direct (ex. "Mandatory use buttons when giving these options..."). |
✅ Final Best Practices
Be specific when writing the prompt: Avoid ambiguous instructions so the AI doesn't improvise.
Use clear intents: Define exact keywords to redirect the user without confusion.
Update stages with caution: Only change the customer's stage when you get truly qualified information.
Review wait times: Adjust inactivity limits according to each channel's policies (Web, WhatsApp, FB Messenger).
Your bot now solves questions instantly! 🚀
By using a Generic Smarton, you give your customers fast and accurate answers without human intervention. Optimize your initial support and free up your agents for more complex cases. ✅