Behaviors

Behaviors are the deterministic actions your assistant takes during a conversation. Examples are capturing a lead, pinning a product, and 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. Pick what the chat should do, or start from an example. An example fills in the conditions and the action for you, and everything stays editable.
4. Under When this happens, add one or more conditions. Use and or or between them.
5. Under Then do this, fill in the action. How the shopper sees it shows a preview.
6. Click Save changes.

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

Screenshotthe "New behavior" screen showing the action cards under "What should the chat do?" and the example cards under "Or start from an example"

Actions

• Ask for their details — show a short form for name, email, or phone.
• Send a message — drop a fixed line into the chat, like a nudge or a promo.
• Pin products — put up to 3 chosen products in front of the shopper.
• Hand off to support — open a ticket in your help desk with the chat so far. This action is unavailable until you connect a support tool; use the Connect Zendesk or Gorgias first link to set one up.
• Connect a Pinterest board — invite the shopper to link a board so picks match their taste.

Conditions

Conditions decide when a behavior fires. Click Add another condition to add more, then choose and (all conditions must match) or or (any condition can match) between them.

• A shopper has sent some messages — fires after a number of messages from the shopper.
• A shopper mentions a word — fires when the shopper types one of your words.
• A shopper seems to want something — the AI reads the conversation and decides. This condition shows an AI decides badge.
• The chat has shown products — fires after a number of products appear in the chat.
• Time passes with no reply — fires after the shopper goes quiet for a while. The timer starts after the assistant finishes replying and resets when the shopper sends another message.

Edit a condition in place on its card. Use the remove button on the card to take it out.

Behavior-specific settings

Each action has its own settings, shown under Then do this.

Ask for their details — Under Title shown above the form, edit the text and use the switch to show or hide it. Under Fields to ask for, click Add phone or opt-in checkbox to add fields. Set Button says and After they submit.

Pin products — Under Products to pin, add up to 3 products with the product search picker. Cards render in the order shown. A product flagged out of stock shows a warning and does not render.

Hand off to support — Under Send the ticket to, choose a connected integration. Fill in any vendor-specific Ticket routing fields, then set Ticket subject and What the shopper sees after. Ticket subject supports the tokens {shopper_name} and {order_id}; the shopper message supports {email} and {first_name}.

Send a message — Enter the fixed Message to send.

Connect a Pinterest board — Set What the chat says and Button says. If your account has no Pinterest connection yet, a notice prompts you to connect one from the Integrations page before publishing.

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 row.
• Click the row menu (the icon with three dots) for Edit or Delete.
• Behaviors run in the order shown in the list. To change the order, drag a row by the grip handle that appears on hover.
• Each row shows a summary of its conditions, plus warnings if a pinned product is unavailable or a support integration is disconnected.

Verifyrow menu with Edit and Delete controls on each behavior row