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Personality is where you tell the AI what to do, what to avoid, and how to sound. This is how you make Molin feel like your brand and not a generic chatbot.
Find it in your dashboard under Chatbot → Personality.

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What you can control

  • How the AI sounds: formal, casual, playful, friendly.
  • What language it replies in: always English, always Hungarian, or match whatever the customer used.
  • What it should and shouldn’t say: for example, never recommend competitors, always mention your loyalty program, never promise a delivery date.
  • When to bring in a human: tell the AI when to ask the customer for contact details and pass it to your team.
  • What to do with off-topic questions: how to reply when someone asks something not related to your shop.

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How to write good instructions

Use short, plain-sentence rules. One instruction per line works best. 
You are a friendly assistant for Acme Shop.
Always greet the customer by name if you know it.
Never discuss our suppliers or pricing margins.
If the customer asks about returns, always link to /returns.
If the customer is upset, offer to connect them to a human agent.
Reply in the same language the customer uses.

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Limits

  • Up to 1,500 lines of instructions.
  • Up to 5,000 characters per line.

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Best practices

  • Be specific. “Be helpful” does nothing. Something like “Always suggest the warranty add-on for electronics” works much better.
  • Show examples. Include one or two good answers in your instructions so the AI knows what you want.
  • Test and adjust. Try it in the chat preview, spot a bad answer, add a new rule, and try again.
  • Don’t repeat product info here. The AI already knows your products from the feed. Use Personality to control how the AI behaves, not to list product details.