Behaviors

Behaviors are the deterministic actions your assistant takes during a conversation — capturing a lead, pinning a product, or handing the shopper off to your support team. This article shows you how to create and configure them.

Add a behavior

1. Open your assistant in the builder and go to the VerifyBehaviors tab.
2. Click Add behavior.
3. On the Choose a starting point step, pick a template. Templates pre-fill triggers, copy, and actions, and everything stays editable in the next step. You can search templates by name from the search box.
4. Edit the behavior in the next step (see the sections below), then click Create behavior.

Screenshotthe Behaviors tab showing the list of behavior cards and the "Add behavior" button

Screenshotthe template picker grid on the "Choose a starting point" step

Templates

• Capture leads after engagement — asks for name and email after a number of messages.
• High-intent shopper email — requests an email when the assistant detects serious purchase intent.
• Newsletter signup — captures an email when the shopper mentions subscribing.
• Blank lead capture — start from scratch with your own triggers and fields.
• Pin a product to chat — surface up to 3 hand-picked products below a reply.
• Hand off to support — route the shopper to a connected support tool. This template is unavailable until you connect a support tool; use the Connect a support tool first link to set one up.

Triggers

Triggers decide when a behavior fires. Under Match, choose If Any (fire when any trigger matches) or If All (require every trigger). Click Add trigger to choose from:

• User messages — fires after a set number of shopper messages.
• Keyword match — fires when specific keywords appear in the last message.
• LLM intent — fires when the assistant matches an intent you describe.
• Product shown — fires after a number of products have been shown.

Expand any trigger to edit its settings, or use the trash icon to remove it.

Behavior-specific settings

Lead capture — Under Form fields, click Add field to add Name, Email address, Phone number, or an Opt-in checkbox. Expand a field to rename its label or mark it required. Under Submission UI, set the Submit button label and Success message.

Pinned product card — Under Pinned products, add up to 3 products with the product search picker. Cards render in the order listed. A product flagged out of stock shows a warning and won't render.

Hand off to support — Under Destination, choose where to route the conversation in Route to (only connected integrations are selectable). Fill in any vendor-specific Ticket routing fields, then set the Subject template and Confirmation message under Ticket content. Subject supports the tokens {shopper_name} and {order_id}; the confirmation message supports {email} and {first_name}.

The Ticket routing fields differ depending on which support tool you route to:

• Gorgias — Tags (add one or more tags, pressing Enter after each) and Priority (Low, Normal, or High).
• Zendesk — Group and Priority (Low, Normal, High, or Urgent). The Group field is not usable yet: it appears disabled with the message "Group options become available once dynamic loading is supported." You can leave it as-is and set the other fields for now.
• Email — Subject prefix (text added to the front of the ticket subject) and Additional CC (an extra email address to copy on the ticket).

Screenshotthe "Hand off to support" settings showing the Ticket routing fields for a Zendesk destination, including the disabled Group field

Managing behaviors

• Toggle a behavior on or off with the switch on its card.
• Click the edit icon to reopen the editor, or the delete icon to remove it.
• Each card shows a summary of its triggers, plus warnings if a pinned product is unavailable or a support integration is disconnected.

Verifyedit and delete icon controls on each behavior card