The AI Assistant is set up in the Userlane Portal, under Agentic Assistance. From there you choose whether it is on and who sees it, and you control how it behaves: its name and welcome message, its tone, the topics it will not answer on, whether it can use general knowledge, the starter questions it offers, and the support contact it hands off to.
Turning on the AI Assistant
Open Agentic Assistance.
Under Choose your audience, select who should see it. You can make it available to everyone, or limit it to one or more user segments. To start with a small test group, create a segment for it first (see User segments for better targeting).
Switch on Activate AI Assistant.
Save your changes.
Only the users in the audience you choose will see the AI Assistant. Everyone else continues with the classic Userlane Assistant.
Identity
Name
The name your users see for the Assistant. Use whatever fits your organization. It is shown as you enter it and is not translated.
Welcome message
The greeting shown when a user opens the Assistant. It is translated automatically into your users' languages.
Avatar
The Assistant uses the same avatar as your Userlane Assistant. To change it, go to Customize > Design; the change applies in both places.
Starter questions
The prompts shown to a user before they type, to help them get started. There are up to four, and you choose which appear :
Two ready-made questions: Updates, which surfaces recent announcements, and Support, which routes the user to your support contact and help documentation.
Two of your own, which you write and point at specific content.
Behavior
How the Assistant sounds, and the topics it avoids.
Tone
Sets how the Assistant phrases its answers:
- Neutral (the default)
- Professional
- Friendly
- Concise
Tone changes the wording only. It never changes the facts, the sources, or the results an answer is based on.
Guardrails
Choose any topic the Assistant should avoid. A user who asks about it is sent to your support contact instead. This is useful where certain subjects should always be handled by a person rather than by AI.
Knowledge
The sources the Assistant can draw on.
Access to general knowledge
Controls whether the Assistant may answer from general knowledge when your published content does not cover a question. When it does, those answers are always labeled as coming from general knowledge. This is on by default; switch it off for applications that should only ever answer from your own content.
Help and support links
The support contact the Assistant offers when it cannot answer, and the destination of the Support starter question. These come from the help and support links on your Customize > Help page; set or update them there, and the Assistant uses them.
Good to know
Settings apply per application, to everyone in the chosen audience. There is no separate configuration per individual user.
Changes take effect the next time a user loads the application.
Application and company details curated by Userlane are shown as read-only; the settings above are the ones you edit.
Related Articles
The Userlane AI Assistant
Connecting your AI service to the Assistant
How to optimize content for the Userlane AI Assistant
AI Assistant analytics
