> ## Documentation Index
> Fetch the complete documentation index at: https://help.storetalk.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Advanced AI staff configuration

> Go beyond the basics — persona tuning, knowledge base structure, and escalation logic.

This guide covers advanced configuration techniques for consultants who want to squeeze the best performance out of StoreTalk's AI staff.

## Knowledge base structure for accuracy

The single biggest factor in AI response quality is knowledge base structure. Here are the patterns that work best:

### Hierarchical headings

Use `#` and `##` headings to group content. The AI uses headings as context anchors — it knows that "Price: ₹499" refers to the product listed in the heading above it.

```txt theme={null}
# Product: Wooden Study Table

## Dimensions
Width: 120 cm | Depth: 60 cm | Height: 75 cm

## Pricing
Standard finish: ₹8,999
Premium finish (walnut): ₹11,999
Custom size (add ₹2,000 to base price)

## Delivery
Delhi NCR: 3–5 business days (free)
Other cities: 7–10 business days (₹499 shipping)
```

### Q\&A format for FAQs

Write FAQs exactly as customers ask them. The AI matches customer questions against the question text in your KB.

```txt theme={null}
Q: Can I get the table in a custom colour?
A: Yes — we offer custom RAL colour finishes for an additional ₹1,500. Contact us for samples.

Q: Do you offer EMI?
A: Yes — 0% EMI on all orders above ₹5,000 using HDFC or ICICI credit cards.
```

### Explicit negative rules

If there are things the AI should never say (e.g. a discontinued product, a price you're renegotiating), add explicit exclusion notes:

```txt theme={null}
## Discontinued products (do not quote these)
- Plastic Chair Model PC-100: discontinued as of March 2025, do not offer or quote
- Budget Desk Model BD-50: out of stock indefinitely, redirect to Model BD-60
```

## Persona tuning via Dos & Don'ts

The Dos & Don'ts field is the most powerful lever for shaping AI personality and behaviour. Use it to:

**Set the communication style:**

```
Do: Use simple, friendly language. Avoid jargon.
Do: Use short paragraphs — 2–3 sentences maximum per reply.
Do: Address the customer by their first name if you know it.
```

**Set hard business rules:**

```
Don't: Offer any discount not listed in the knowledge base.
Don't: Confirm stock availability — say "subject to availability" instead.
Don't: Quote delivery dates — say "typically X days" instead.
```

**Set escalation triggers:**

```
Do: If the customer asks for a bulk order above 20 units, collect their name and requirement and say our sales team will call them.
Do: Escalate to a human if the customer expresses frustration or uses the word "complaint".
```

## Escalation logic

AI staff escalates to human when:

1. The customer explicitly asks for a human
2. The AI's confidence is below the threshold (usually after 2–3 failed answer attempts)
3. A custom escalation rule in Dos & Don'ts is triggered

### Reducing false escalations

If the AI escalates too often, the knowledge base content is likely too thin or too vague. Before adjusting escalation settings, first:

1. Check the **Inbox** for recent escalated conversations
2. Read what question triggered the escalation
3. Add a direct answer for that question to the knowledge base
4. Re-test

### Reducing missed escalations

If the AI is confidently answering questions it shouldn't (e.g. confirming prices that aren't in the KB), add explicit Don'ts:

```
Don't: If you're not certain of a price from the knowledge base, say "Let me get that confirmed for you" and escalate to a human.
```

## Multi-staff routing

When a client has multiple AI staff members, StoreTalk's orchestrator (StoreAgent) routes each incoming message to the most relevant specialist. To make routing work well:

* Give each staff member a **distinct, narrow scope** — a Sales Executive should not also know return policies
* Use clear, specific knowledge base files — one file per topic, not one large file for everything
* Set the staff member's **language** explicitly — if you have a Hindi-only staff member for regional customers, set it to Hindi

<Tip>
  Always run at least 20 test messages after a new setup before handing over to the client. Cover edge cases: questions the AI shouldn't answer, requests for discounts, complaints, and multi-part questions.
</Tip>