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.
• Send them to a page — show a button that opens a page you choose, like a booking form.

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.

If you have mapped BlueConic profile properties, a Profile property column appears to the right of Fields to ask for, with a menu beside each field. Use it to save the shopper's answer to their BlueConic profile:

1. Open the menu beside the field.
2. Pick the property that should hold the answer. To keep the answer out of BlueConic, leave it on Don't sync, which is the default.
3. Click Save changes.

When a shopper submits the form, each linked answer replaces the old value of that property on their profile. A few things to know:

• The menu only lists properties that fit the field. For an email field, you can choose email or text properties. For a name, phone, or opt-in field, you can choose text properties. VerifyBlueConic property type names shown to merchants for "text" properties
• The opt-in checkbox saves "true" when the shopper ticks it and "false" when they don't.
• An empty answer is not saved, so it never clears a value already on the profile.
• Answers are only saved for shoppers BlueConic recognizes on your site. Every submission still shows up on your Leads page.
• If This property is no longer available appears under a field, the property was removed from your mapped list. Pick another property or choose Don't sync.
• The menus do not appear if none of your mapped profile properties fit your fields. See BlueConic Integration to connect your account and map properties.

Screenshotthe "Ask for their details" settings showing the Profile property column with the menu beside the Email field open

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.

Under the button, the card always shows a short privacy notice. Pinterest's developer guidelines ask apps to be honest and clear with people about what they do, so you cannot edit or remove this notice. It has two parts:

• A summary that is always visible. It says that an outside AI provider analyzes Pin images from one board the shopper picks.
• Details that stay hidden until the shopper taps the info icon (i) after the summary. They say that you can see the chat and the shopper's style summary. They also say that the shopper can remove access in their Pinterest settings.

Screen readers read the full notice with the connect button, even before the shopper opens the details. Screen readers call the info icon "More details". When the shopper sees their boards, the card also says that only the board they pick gets analyzed. How the shopper sees it shows the summary and the info icon below the connect button.

Send them to a page — Set the Page link, which must be a full web address starting with https:// or http://. Set the Button says label, an optional message the chat shows first, and whether the page opens in a new tab. If you leave the message empty, the chat writes one short sentence that points to the link. This behavior runs at most once per conversation. The link shows at the bottom of the chat's message, with the site's address under the label. The link waits for a reply that shows no products. This lets a shopper look at a product first, so the link can appear one turn after the condition matches. In the builder preview, the link always opens a new tab. Start from a blank Send them to a page card. You can also start from the Book a test ride example, which pairs this action with the A shopper seems to want something condition. You can add several of these behaviors to one assistant, for example one each for a test ride, contacting a dealer, and reserving a bike.

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