Guidance in your brand's voice

CommentGate learns most from your answers, but a few plain sentences up front help from day one. There are three places to write them.

1. The guidance line on Setup

On Setup, the box Anything we should know about your brand? takes up to 2,000 characters. It saves when you click away.

Write it the way you would brief a new teammate. For example:

This shapes the comments CommentGate is unsure about. For comments that must always reach a person, use Always ask me about instead.

2. Brand voice

Open Setup, Advanced, Replies. Under Brand voice:

• Voice: a few words on how you sound. "Warm, plain-spoken and a little outdoorsy. Short sentences. Never salesy."
• Instructions: what every reply should do, and never do. "Thank people by first name. Point sizing questions to our fit guide. Never promise delivery dates."

Click Save voice. Drafts, automatic answers and thank-yous all follow it. The Tone on Setup (Friendly, Professional or Short) sets the overall style on top.

3. About the brand

In Settings, About the brand:

• What you sell helps tell real questions from spam.
• Competitors helps catch plugs for other brands.
• Name in replies and Website: how replies and reports name you, and where you sell.
• Time zone sets when reports and emails arrive, and the hour a campaign's Wait step sends at when it waits until a time of day.

Suggestions from your answers

When CommentGate notices you keep correcting it the same way, Home may suggest a new line for your guidance. Click Yes, do it to add it. See What the Home numbers mean.