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Training your Personal Assistant

Training your Personal Assistant helps you save time and maintain a consistent brand voice. It also ensures you provide accurate information about your services and can effectively guide clients through your sales process.

 

What you can & can’t customize 

Your assistant has fixed functions that can't be changed, such as automatically replying to new messages, disclosing itself as an AI, and adhering to safety policies.

However, you have control over customizable functions, including:

  • Tone and personality Set the assistant to be professional, friendly, or casual.
  • Service scope Define what you do and do not offer, including pricing guidelines.
  • Business rules Specify delivery timelines, revision policies, and availability.
  • Custom handoff triggers Set conditions for when the conversation is handed off to you, like for rush requests or when a specific budget is mentioned.
  • Response style Choose between detailed explanations or brief answers.

Training your Assistant

Your Knowledge base is where you train your PA to represent your business accurately.

To access it, open the Personal Assistant hub > Knowledge base tab.

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Training happens across three clear layers:

About me (Personalize how your assistant presents you)

These rules apply across all your Gigs and reflect your overall business practices.

  • Give your assistant a clear description of your communication style so it can respond naturally in your tone. Include short sample phrases to guide it.

    Examples:

    • “Maintain a professional, friendly, and enthusiastic/polite tone.”
    • “Use welcoming phrases such as “Thanks for reaching out!" and "I look forward to chatting with you!"
    • “Express eagerness and gratitude towards clients.”
  • Provide a detailed overview of your professional background and work structure.
    • Examples:
      • “I’m a UI/UX designer with 7+ years of experience.”
      • “Clarify expectations by asking questions about project requirements and budgets.”
      • “Encourage buyers to share references and inspirations.”
      • “Provide clear timelines for project completion and communication about services and pricing.”
    • Avoid vague descriptions like “I’m a designer”. They don’t provide enough context for accurate replies.
    • List exclusions: “I don't work Sundays and holidays, don't count those in my delivery schedule.”
  • Define your boundaries clearly so your assistant can represent your policies with confidence.
    • Examples:
      • “Never quote below $200 for app design.”
      • “Avoid discussing unrelated services or topics.”
      • “Business hours are Monday-Friday, 9:00-17:00 EST.”
    • Avoid unclear rules like “Fast delivery available.” Instead, specify: “Rush delivery is available with a 30% surcharge.”

Gig-specific rules (Customize how your assistant presents your services)

These rules override your general settings whenever a Gig requires more detail.

  • Provide more information about how to match a client’s tone. 
    Example: “Use technical terms only when the client shows familiarity with them.”
  • List exactly what you offer and what you don’t for each Gig. 
    Example: “I build Shopify websites only. I do not support WordPress.”
  • Specify information you need from clients (e.g., brand guidelines) and what they’ll receive.
  • Add responses to common questions. 
    Example: "For revision policies, include 2 revisions. Additional revisions are $50 each.”

Chat style (Choose how your assistant handles pricing and packages) 

You can customize how your PA interacts with clients by choosing a chat style. This setting determines how proactive your PA is in guiding conversations and presenting your packages. You can adjust it anytime to match your business goals.

  • The PA answers questions and hands off the conversation when the client shows interest, without presenting packages.
  • The PA matches client needs with your services and hands off the conversation, without presenting packages
  • The PA recommends packages only if there's a clear fit. Otherwise, the conversation is handed off to you.
  • The PA suggests specific packages and highlights their benefits to encourage a decision.
  • The PA steers the conversation toward selecting a package, using urgency to drive the decision.

Test your assistant

Before you activate your PA, we recommend that you test it to ensure it sounds like you and follows your business rules. This step helps you refine the training if any response feels off or contains incorrect information.

  • You can access the Preview mode from the hub knowledge base or settings (top right).
  • We recommend sending at least four test messages that mirror real client questions, such as:
    • “What’s your price for a logo?” - to confirm it declines services you don’t offer.
    • “Can you deliver by tomorrow?” - to check your rush delivery rules.
    • “What’s included in your package?” - to ensure package details are accurate.
    • “Do you offer unlimited revisions?” - to verify it states your revision limits.
  • Please note, while clients can upload attachments when communicating with the assistant, this feature isn't available in Preview mode.

Each time you update your Knowledge base or Settings, the Preview resets and starts fresh. Be sure to re-test after making changes.

Common issues & optimization

If you encounter issues after launching, review the following solutions:

Issue

Symptoms

What to avoid

Solution
My assistant sounds robotic Replies feel generic, too formal, or don’t match my style “Be professional” (too vague) Under Tone & Style, add personality markers, include specific phrases you use, and provide example responses in your natural voice. Warm but professional: address clients by name and explain next steps clearly.
My assistant gives the wrong pricing information Quotes don’t match my rates or are inconsistent Conflicting pricing rules Audit pricing rules for conflicts. Be specific about when different pricing applies.
My assistant over-communicates Clients mention it sends too many messages Training without limits Add communication boundaries such as “Keep responses short.”
My assistant makes inaccurate promises Offers services I don’t provide or unrealistic delivery times “I can design anything” or vague rules like “Fast delivery available” Update service boundaries with a do/don’t list. Set realistic timelines and include specific limitations or exclusions.
My clients get confused between me and the assistant Clients think they are speaking directly with me and want an immediate handoff Lack of disclosure or unclear handoff Ensure clear AI disclosure by introducing the assistant upfront (e.g., “I’m Sarah’s AI assistant, here to help you get started”). Add explicit handoff language and review communication style guidelines to include your personal touch.
My assistant follows conflicting rules Inconsistent delivery policies “Fast delivery” but also “min 3 days” Cross-check your do/don’t lists to avoid contradictions.
My assistant ignores edge cases Doesn’t handle scenarios like rush jobs, low budgets, or off-platform requests Training only for ideal clients Add rules for low budgets, rush jobs, and off-platform requests.

For ongoing optimization, review 2-3 of the assistant's recent conversations each week. Ask yourself: "Does this sound like me?" and "Is the information correct?". Then, update the knowledge base for any new scenarios you encounter.

Following these steps will ensure your PA provides a consistent and accurate experience for your clients.

Success indicators

Your Personal Assistant is working well when you see:

  • Relevant client follow-ups and summaries
  • Smooth conversation handoffs
  • Fewer clarification questions from clients
  • Steady conversion rates with new clients
  • Clients are requesting to speak with you less often

Check out the PA analytics to see how your assistant performs.

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