Where the work gets stuck
The assistant’s style should fit how your team works. An institute adviser and a local service desk may use different language, but both need accurate information and a clear next step. Give Heyy examples of good replies instead of vague instructions such as “be friendly”.
What to prepare
- Approved reply examples from the team
- Current information and promises the assistant must not make
- Terms to use, questions to ask, and rules for passing requests to staff
Follow these steps
- Choose several real questions and rewrite the approved answers in the desired style.
- Specify how much detail to give and when to ask a clarifying question.
- Test common questions, complaints, and unclear messages against the examples.
- Review factual accuracy and tone separately before approving the setup.
An example from everyday work
For a course-fee question, a useful answer identifies the programme and intake, explains the listed fee conditions, and offers an adviser if needed. Adding enthusiastic language does not make an incomplete fee answer better.
When your team should take over
Avoid claiming that the assistant is a particular staff member or promising that it always speaks perfectly. Let it say when it is unsure and offer help from the right staff member.
How to check the results
- Correct facts and appropriate level of detail
- Unnecessary follow-up questions
- Replies staff would be comfortable approving
Your next step
Keep a short guide to reply style alongside the assistant’s information. Update it when the team finds a clearer answer to a common question.