Branding and tone of voice

Everything about how your AI sounds and looks lives on one screen: Branding & Tone in your dashboard.

Changes save per website and take effect immediately — the Preview panel on the same page shows the result before your customers see it.

Tone of Voice

The Tone of Voice section fine-tunes how responses read:

Formality — from casual to formal
Enthusiasm — from calm and factual to energetic
Emoji — how much (if any) emoji the AI uses
Communication Style — the overall register: Friendly (warm, approachable, casual), Professional (formal, business-like, precise), Playful (fun, light humour) or Helpful (solution-focused, educational)

This is the fastest way to make the AI sound like your shop instead of like software. Change one slider at a time and re-read a real conversation afterwards.

Instructions and Mandatory Rules

Two fields sit below the sliders, and the difference matters:

System Instructions — define specific behaviours and guidelines. Use this for things like "always mention our 30-day return window when discussing a purchase" or "suggest a matching accessory when relevant".

Mandatory Rules — hard rules the AI must never violate. These override all other behaviour. Use this sparingly, for the handful of things that must always or never happen: never quote a delivery date, never recommend a competitor, never discuss pricing negotiations.

Keep both specific. "Be helpful" changes nothing; "if a customer asks about warranty, always say two years and link to /warranty" changes everything.

Response Language

Response Language controls the language your AI answers in. Set it to a fixed language if your shop serves one market, and the AI will stay in that language regardless of what a visitor types.

If you serve several markets, see Languages and multilingual stores.

Name, welcome message and appearance

The top of the page sets your chatbot's Chat Name and welcome message — what a visitor sees before they type anything.

Appearance customises every colour of the widget: Header, Input Area, chat button and the rest. You can upload a Chat Button Logo and a Chat Header Logo, set the Status label, the Subtitle, and the Input placeholder.

Show Storebird Branding toggles the small "powered by" mark.

Proactive greeting bubble

Enable greeting bubble shows a proactive message to engage visitors before they start chatting. You set the message, a Subline under greeting, and a Delay (seconds) so it does not fire the instant someone lands.

Used well this lifts conversations noticeably. Used badly it is the thing people close without reading — keep it short and specific to the page.

Quick action cards

Quick action cards are the tappable suggestions in the opening state of the chat. Set them to the three or four things people genuinely ask most — "Where is my order", "Shipping and delivery", "Help me choose" — rather than what you wish they asked.

Synonym groups

Synonym groups teach the AI that your customers' words and your catalog's words are the same thing. If your products say "trainers" and half your customers type "sneakers", add them as a group. This is one of the cheapest fixes for "it says it cannot find something we definitely sell".

Business hours

Business hours also live on this page. See Business hours.