# How to Configure Your AI Support Assistant

_By Sathi Banerjee  · May 19, 2026_

Setting up your knowledge base is the foundation, but how your assistant _interacts_ with your customers is what builds trust. The **Assistant Config** settings allow you to transform a generic AI into a specialized member of your support team that sounds and acts exactly like your brand.

## Bringing Your Assistant to Life

First, navigate to **Settings** > **Assistant Config**. This is your control center for the bot’s identity.

### 1\. Activating the Assistant

At the top of the page, you’ll find the **Enable AI Assistant** toggle.

-   **Turn it On:** To make the assistant live and available to chat with your customers.
    
-   **Turn it Off:** To instantly disable the assistant across your site. You can do this at any time if you want to stop providing automated support.
    
    ![](https://vault.featureos.app/uploads/attachment/upload/6fc3675362aa766813c68f5351bc983e.png)
    

### 2\. Branding the Bot Profile

Customers are more likely to engage with an assistant that feels approachable.

-   **Profile Picture:** Upload your company logo or a friendly mascot. A recognizable icon makes the chat feel like an official part of your site.
    
-   **Bot Name:** Choose a name that fits your culture. Some brands prefer "Support Bot," while others go for something more human like "Sam" or creative like "Orangey."
    
-   **Greeting Message:** This is your first impression. Keep it brief and helpful. Example - "Hi! I'm \[Bot Name\]. What can I help you find today?"  
    
    ![](https://vault.featureos.app/uploads/attachment/upload/b1f651f8522e40a5da23849a3d994b9e.png)
    

### 3\. Shaping the AI’s Behavior

The most powerful part of the configuration is defining the “**Skills & Instructions”** and “**Voice & Personality”**. Think of these as the "Employee Handbook" for your AI.

### **a. Voice & Personality**

This section is for **tone and style**. It’s not just about what the AI says, but _how_ it says it.

-   **What to include:** Adjectives that describe your brand (Professional, Witty, Academic, Minimalist) and rules on formatting.
    
-   **Sample Text:** _"Be encouraging and use clear, simple language. You can use one emoji per message to keep things friendly. Never use slang or industry jargon that might confuse a new user."_
    

### **b. Skills & Instructions**

This section is for **functional instructions**. Tell the AI exactly what its job is and what it should (or shouldn’t) do.

-   **What to include:** Specific goals, links to redirect to, or how to handle "I don't know" moments.
    
-   **Sample Text:** _"Your goal is to help users troubleshoot technical issues. Always look for answers in the Knowledge Store first. If a user asks for a refund, explain our 14-day policy and ask them to wait for a human agent."_
    
    ![](https://vault.featureos.app/uploads/attachment/upload/5ef45dfc7f38fa810ba4176ea0fa1a7e.png)
    

## Best Practices for a Great Setup

To get the most out of your SupportWire assistant, keep these tips in mind:

-   **Start Simple:** You don't need a massive manual right away. Start with 3–5 core rules and refine them as you see how real customers interact with the bot.
    
-   **Use Markdown:** Both configuration fields fully support Markdown formatting. Use bolding, bullet points, or headers (`#`) to emphasize important rules to the AI.
    
-   **Test with Live Preview:** Use the **Live Preview** panel on the right side of your screen to safely test how your changes alter the bot's tone before saving.
    
-   **Don't Forget to Save:** After updating your fields, always scroll down and save your updates to push them live to your bot.
    

### **Need more help?**

Reach out to our support at [support@supportwire.app](mailto:support@supportwire.app) [](https://supportwire.app/)or submit a request [on our support board](https://supportwire.featureos.app/)! 😃

[View this article on the web](https://supportwire.featureos.help/en/articles/how-to-configure-your-ai-support-assistant-supportwire)