Bot Identity
The bot identity defines how the AI assistant presents itself and interacts with your company's users. A careful configuration improves user experience and makes answers more aligned with the company context.
What bot identity is
Every Queria company has a dedicated AI assistant. The bot identity determines its name, declared role, base knowledge and communication style. Customizing these elements turns a generic assistant into a tool aligned with the organization's culture and needs.
Configuration options
Bot name
Assign a custom name to the assistant. The name is used in the chat interface, widget and answer headers. Choose a name that reflects the company brand or use context.
Examples: "Queria Assistant", "Lex" for a legal context, "Sara" for customer service.
Bot role
Define the role the assistant declares in its answers. The role influences how the bot presents itself and contextualizes its competencies.
Role examples:
- "Legal expert specialized in labor law"
- "Technical assistant for product documentation"
- "Food safety consultant"
- "Clinical research support"
Platform knowledge
Configure what general information about the platform the bot can communicate to users. This includes the ability to explain its features, guide users in usage and answer operational questions.
Company-specific knowledge
Beyond platform knowledge, you can provide the bot with company-specific information: mission, products, services, internal procedures and any other context useful for more relevant answers. This knowledge has priority over the platform defaults.
Customizing the system prompt
The system prompt is the main tool to shape the assistant's behavior. Queria uses a three-level hierarchy that allows granular customization.
Company-level prompt
Applies to all company conversations. Here you define the general rules: communication tone, answer limits, organization information and cross-cutting instructions.
Topic-level prompt
Each topic (document category) can have its own prompt that overrides the company one. Useful when the assistant must behave differently based on context. For example, a "Contracts" topic might require more formal answers than an "Internal FAQ" topic.
Prompt hierarchy
Priority order is as follows:
- Topic prompt (highest priority): if present, overrides company instructions for conversations in that topic
- Company prompt: applies to all conversations without a specific topic prompt
- Platform default prompt (base priority): used when no custom prompts are configured
Knowledge Base integration
The knowledge base represents the heart of the bot's knowledge. Documents inserted into the KB become the primary source from which the assistant draws to build its answers via the Cog-RAG architecture.
A well-curated KB is the most decisive factor for answer quality. Include updated, complete and relevant documents for the assistant's domain.
Personality tuning
Formal or informal
Indicate in the system prompt the desired linguistic register. An assistant for a law firm will adopt a formal tone, while one for an internal team can be more conversational.
Expert or accessible
Balance technical depth with comprehensibility. For expert users, the bot can use specialized terminology. For a general audience, prefer clear and progressive explanations.
Multilingual support
The assistant replies in the user's language. You can specify a preferred language in the system prompt or let the bot adapt automatically. For international companies, the bot handles conversations in multiple languages while preserving tone and knowledge consistency.
Best practices
- Be specific in the prompt: vague instructions produce generic answers. Detail context and expectations
- Update the knowledge base regularly: outdated information compromises answer reliability
- Test with real questions: after each change, verify behavior with your users' typical questions
- Use topics to specialize: don't overload the company prompt, delegate specifics to single topics
- Define limits: explicitly indicate what the bot must not do or topics it must not answer
- Iterate gradually: small incremental changes are preferable to complete prompt rewrites
TIP
Start with the basic company prompt and add complexity as you understand how users interact with the assistant. Conversation logs are a valuable resource to understand where to improve.