Instructions, persona and prompt-based responses

Three controls, three jobs

Matram gives you three places to steer the bot's behaviour. Chatbot Instructions and Chatbot Persona live under Customizations. Prompt-based Responses lives under Knowledge Base. Each does a different job, and they work together.

• Chatbot Instructions: the rules the bot follows.
• Chatbot Persona: the voice the bot speaks in.
• Prompt-based Responses: reusable guidance blocks combined into the agent's guidance.

Chatbot Instructions: the rules

Open your chatbot and go to the Chatbot Instructions tab. Write the rules you want the bot to follow: what to emphasise, what to avoid, how to handle specific situations. Instructions are about behaviour, not wording. "Always mention the free plan when someone asks about pricing" belongs here.

Chatbot Persona: the voice

The Chatbot Persona tab controls how the bot sounds: formal or relaxed, brief or chatty, first person or plural. There is no separate tone dropdown in the dashboard, so the persona is where you set tone. "You are a friendly assistant for a plumbing company, keep answers short and practical" belongs here.

Prompt-based Responses: guidance blocks

The Prompt-based Responses tab under Knowledge Base holds multiple prompt blocks. All of them are combined into the guidance the agent receives. Use separate blocks to keep guidance organised, for example one block for refund handling and another for how to talk about a product line. You can add and edit blocks independently.

None of this overrides grounding

Instructions, persona, and prompt blocks shape how the bot behaves and sounds. They never override grounding. Answers about your company come from your trained content, with sources cited. In the default strict style the bot declines questions your content does not cover, and even the flexible style never invents company facts. If you need the bot to say something specific, add it to your trained content or pin it as a custom response, rather than instructing the bot to claim it.