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Level 1 is the minimum foundation your AI agent needs before launch. At this stage, the goal is not to make the agent perfect or fully autonomous. The goal is to make sure it understands your business, answers common questions correctly, follows your communication style, and knows when to hand the conversation over to a human manager. A Level 1 agent should be able to handle basic inbound conversations safely and consistently. It should not guess missing information, invent rules, or promise things your business cannot deliver.
In Hardcore Mode, this information becomes the agent’s operating logic. The more clearly you describe your business rules, examples, restrictions, and handoff conditions, the more predictable and reliable the agent’s behavior will be.

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What Level 1 unlocks

After completing Level 1, your AI agent should be able to:
  • explain what your business does;
  • describe your products or services;
  • answer common customer questions;
  • follow your tone of voice;
  • understand your working hours and availability rules;
  • answer pricing and payment questions according to your rules;
  • know when to transfer the conversation to a human manager;
  • avoid prohibited topics, risky claims, and unsupported promises.

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1. Business overview

Your AI agent needs a clear understanding of the business it represents. This is the foundation for every answer it gives. Provide:
  • a short company description;
  • a more detailed business description;
  • what you sell or provide;
  • who your customers are;
  • where you operate;
  • whether you work online, offline, or both;
  • your website link, if you have one;
  • what makes your business different;
  • why customers usually choose you.
Good input example: 
We are a premium beauty studio in Warsaw. We provide hair coloring, haircuts, styling, and hair care treatments for women who want expert service, predictable results, and a comfortable salon experience.

Most customers contact us through Instagram and WhatsApp. The main goal of communication is to understand what service the client needs and guide them toward booking an appointment.
Website linkIf you have a website, add the link. This helps the agent send customers to the right page when they ask for more information, want to review your services, prices, portfolio, or contacts.
Why it mattersIf the agent only receives a vague business description, it will give generic answers. A clear business overview helps the agent explain your company naturally and avoid sounding like a general-purpose chatbot.

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2. Products, services, and offers

Your AI agent needs to know what you sell and how to explain it to customers. Provide a structured list of your products, services, packages, or offers. For each item, include:
  • name;
  • short description;
  • who it is for;
  • what is included;
  • price or pricing rule, if applicable;
  • duration, if applicable;
  • availability;
  • limitations or restrictions;
  • next step for the customer.
Good input example: 
Service: Hair coloring consultation
Description: A consultation for clients who want to change hair color but are not sure what technique or shade to choose.
Best for: New clients or clients planning a major color change.
Duration: 30 minutes.
Price: Free if the client books a coloring service afterward.
Next step: Ask the client to send a photo of their current hair and desired result, then offer available consultation slots.
Hardcore Mode tipDo not only upload a service list. Add decision logic. Explain what the agent should recommend in different situations.
For example: 
If the client is unsure which service to choose, ask about their goal first.
If the client wants a major color change, recommend a consultation before booking.
If the client asks for the cheapest option, explain the basic service options without pushing premium packages.
Why it mattersThe agent should not simply list services. It should help the customer understand what fits their need and move them toward the correct next step.

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3. AI agent goals

Your AI agent needs a clear goal. Otherwise, it may answer questions politely but fail to create a business outcome. Define what the agent should achieve in conversations. Common goals include:
  • answer FAQs;
  • collect a lead;
  • book an appointment;
  • sell a product;
  • qualify an inquiry;
  • recommend a service;
  • collect contact details;
  • reduce manager workload;
  • handle inquiries outside working hours;
  • transfer qualified leads to a manager.
Good input example: 
Primary goal: Guide potential clients toward booking an appointment.
Secondary goal: Answer common questions about services, prices, working hours, and preparation before the visit.
Handoff goal: Transfer the conversation to a manager if the client asks for a custom case, complaint handling, refund, or a service recommendation that requires expert review.
Hardcore Mode tipBe specific about what counts as success.
Examples: 
A successful conversation is one where the client books an appointment, leaves a phone number, or is transferred to a manager with enough context.

The agent should not end the conversation after answering a question if there is a natural opportunity to guide the client toward booking.
Why it mattersAI agents perform better when they know the intended outcome of the conversation. The goal tells the agent when to inform, when to qualify, and when to move the user toward action.

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4. Brand personality and tone of voice

Your AI agent should sound like your brand, not like a random bot. Provide:
  • how the brand should sound;
  • how the brand should not sound;
  • how formal or casual the agent should be;
  • whether emojis are allowed;
  • which emojis are allowed;
  • whether slang is allowed;
  • which languages the agent should use;
  • how the agent should respond to rude or confused users.
Good input example: 
Tone of voice: Warm, professional, short, and helpful.
The agent should sound like an experienced receptionist: polite, calm, and clear.
The agent should not sound overly playful, pushy, robotic, or too formal.
Use emojis only when the client writes casually. Allowed emojis: 😊 🤍 ✨
If the client writes in Ukrainian, answer in Ukrainian. If the client writes in English, answer in English.
Hardcore Mode tipAdd examples of good and bad responses.
Good response:
"Of course. I can help you choose the right service. Could you please tell me what result you would like to achieve?"

Bad response:
"Hey babe, no worries, we'll fix everything 😍"
Why it mattersCustomers experience your brand through the agent’s words. Tone of voice helps the agent stay aligned with your brand even when handling many different types of questions.

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5. Working hours, availability, and booking slots

Your AI agent needs to know when your business is open, when managers are available, and how booking should work. Provide:
  • working days;
  • working hours;
  • holidays or days off;
  • different schedules for different locations;
  • when managers reply;
  • what to say outside working hours;
  • whether the agent can offer slots;
  • whether slots come from an integration;
  • what information is required for booking;
  • what to do if a slot is unavailable;
  • what to do if the customer wants to reschedule or cancel.
Good input example: 
Working hours: Monday to Saturday, 10:00–20:00.
Sunday: closed.
Managers reply during working hours.
Outside working hours, the agent should answer questions and collect the client's name, phone number, desired service, and preferred time.
Booking slots must be taken only from the booking system integration. The agent should not invent available times.
Hardcore Mode tipBe explicit about whether the agent can create, change, or cancel bookings.
The agent can suggest available slots from the booking system.
The agent can create a booking only after the client confirms the service, date, time, name, and phone number.
The agent cannot cancel a booking without manager confirmation.
Why it mattersIf availability rules are unclear, the agent may promise a time, slot, or response speed that your business cannot actually provide.

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6. Pricing, payment, and commercial rules

Your AI agent needs clear rules for discussing prices, discounts, payment, refunds, and commercial conditions. Provide:
  • exact prices, price ranges, or pricing principles;
  • when prices can be shared;
  • when prices require consultation;
  • active promotions;
  • discount rules;
  • payment methods;
  • deposit or prepayment rules;
  • refund rules;
  • whether the agent can send payment links;
  • whether the agent can offer individual terms;
  • when pricing questions must be transferred to a manager.
Good input example: 
The agent can share standard service prices from the price list.
For complex color correction, the agent should not give a final price. It should explain that the final price depends on hair length, condition, and desired result, then offer a consultation.
The agent cannot offer discounts unless an active promotion is listed in the knowledge base.
Prepayment is required for first-time clients.
Hardcore Mode tipPricing is a high-risk area. If the agent should not mention exact prices, say so directly.
Do not mention exact pricing in chat. Explain that pricing depends on the case and guide the user to book a consultation.
Why it mattersIncorrect pricing creates wrong expectations and can lead to customer dissatisfaction. Pricing rules must be clear, current, and specific.

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7. FAQ and common questions

Your AI agent needs a reliable FAQ to answer repetitive questions without involving a manager. Prepare 30–100 common customer questions and approved answers. Useful FAQ categories:
  • product or service details;
  • pricing;
  • booking;
  • payment;
  • delivery;
  • refunds;
  • guarantees;
  • preparation instructions;
  • working hours;
  • locations;
  • specialists;
  • support;
  • policies;
  • contraindications or restrictions, if relevant.
Good input example: 
Question: Can I reschedule my appointment?
Answer: Yes, you can reschedule your appointment at least 24 hours before the visit. Please send the preferred new date and time, and we will check availability.
Hardcore Mode tipWrite answers the way you want the agent to say them. Avoid internal shorthand, incomplete notes, or outdated manager comments.
Why it mattersFAQ is the agent’s everyday knowledge base. The clearer the approved answers are, the more consistently the agent will handle repeat questions.

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8. Human handoff rules

Your AI agent needs to know when to continue the conversation and when to transfer it to a human manager. Provide clear handoff conditions. Common handoff triggers:
  • the customer asks to speak with a person;
  • the customer is angry or dissatisfied;
  • the customer asks for a refund;
  • the customer has a complaint;
  • the customer asks for individual terms;
  • the customer is ready to buy but needs approval;
  • the question is complex or unusual;
  • the agent is not sure about the answer;
  • the topic is legal, financial, medical, or sensitive;
  • the request is outside the agent’s permissions.
Good input example: 
Transfer to a manager if:
- the client asks for a refund;
- the client wants to speak to a human;
- the client asks for an individual discount;
- the client is dissatisfied with a previous visit;
- the agent cannot answer confidently from the knowledge base.

Before transfer, collect: name, phone number, issue summary, and preferred contact time.
Hardcore Mode tipAdd the exact message the agent should send before transferring.
"Thank you for explaining. This is best checked by our manager, so I'll pass your request to the team. Could you please share your phone number and the best time to contact you?"
Why it mattersGood handoff rules prevent the agent from overstepping and help managers receive conversations with enough context.

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9. Restrictions, prohibited topics, and risk areas

Your AI agent needs boundaries. These are as important as the information it can use. Provide a list of what the agent must not do. Examples:
  • do not give medical advice;
  • do not provide legal guarantees;
  • do not promise specific results;
  • do not confirm availability without checking the system;
  • do not offer discounts unless they are approved;
  • do not compare with competitors;
  • do not criticize customers;
  • do not argue with rude users;
  • do not answer questions unrelated to the business;
  • do not collect sensitive personal data unless required and approved;
  • do not make decisions that require manager approval.
Good input example: 
The agent must not diagnose medical conditions, promise a specific treatment result, or recommend procedures for clients with medical restrictions. In these cases, the agent should politely suggest consultation with a specialist.
Hardcore Mode tipWrite boundaries as direct rules, not suggestions.
Do not confirm a booking unless the slot exists in the booking system.
Do not offer a discount unless it is listed in the active promotions section.
Do not answer medical questions. Transfer such questions to a specialist.
Why it mattersRestrictions protect the business from wrong promises, risky advice, compliance issues, and poor customer experience.

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Level 1 completion checklist

Before launching a Level 1 agent, make sure you have prepared:
  • business overview;
  • product or service list;
  • main AI-agent goal;
  • tone of voice rules;
  • working hours and availability rules;
  • pricing and payment rules;
  • FAQ with approved answers;
  • handoff rules;
  • prohibited topics and restrictions.
If this information is incomplete, the agent can still launch, but it should be treated as a basic version. Missing information should be added after reviewing real conversations.