---
title: "AI persona, hand-off rules, triage and extra sources — Zinn® Chat"
description: "Give the assistant a personality, hand chats to a person on the phrases you choose, let the AI sort new tickets, and have it read other sites too."
url: "https://zinnchat.com/kb/ai-persona-hand-off-rules-and-triage"
lang: "en"
dir: "ltr"
---

# AI persona, hand-off rules, triage and extra sources

Give the assistant a personality, hand chats to a person on the phrases you choose, let the AI sort new tickets, and have it read other sites too.

These settings are in Settings, AI assistant and Site index.

This guide is about Zinn® Chat Pro. Every Pro plan starts with a free trial.

1. ## Persona and tone

   Choose friendly, professional, short and to the point, or playful, and describe who the assistant is. Its safety rules always come first.
2. ## Hand-off rules

   List phrases such as refund or complaint. When a visitor writes one and someone is online, the chat goes straight to a person. You can also hand over whenever the assistant cannot answer.
3. ## AI triage

   New tickets get tags, a one-line summary, a mood and, when the customer did not choose one, a priority and a department.
4. ## Read other sites too

   In Settings, Site index, list pages or sitemaps on any site, such as a help centre elsewhere. They are read daily and cited like your own pages.

All of it uses your own AI key and model.

[Try Pro free](https://checkout.freemius.com/plugin/40436/plan/69751/) [Get the free plugin](https://zinndigital.com/wordpress-plugins/zinn-chat) [Live demo](https://zinnchat.com/live-demo)

## Related guides

- [Start Zinn® Chat Pro](https://zinnchat.com/kb/start-the-pro-help-desk-plugin)
- [Add support agents, departments and the phone app](https://zinnchat.com/kb/add-support-agents-and-the-phone-app)
- [Saved replies, suggested replies and summaries](https://zinnchat.com/kb/saved-replies-and-ai-suggested-replies)
- [Business hours and SLA targets](https://zinnchat.com/kb/business-hours-and-sla-targets)
- [Let customers reply to tickets by email](https://zinnchat.com/kb/reply-to-support-tickets-by-email)
- [Slack, Teams, Telegram, push and webhooks](https://zinnchat.com/kb/slack-teams-telegram-push-and-webhooks)
- [Find and fill knowledge gaps](https://zinnchat.com/kb/find-and-fill-knowledge-gaps)
- [Build a knowledge base in WordPress](https://zinnchat.com/kb/build-a-knowledge-base-in-wordpress)
- [Import an existing knowledge base](https://zinnchat.com/kb/import-an-existing-knowledge-base)
- [Proactive chat messages](https://zinnchat.com/kb/proactive-chat-messages)
- [Help desk reports and customer ratings](https://zinnchat.com/kb/help-desk-reports-and-customer-ratings)
- [White-label the help desk](https://zinnchat.com/kb/white-label-the-help-desk)
- [Zinn® Chat shortcodes: every shortcode and attribute](https://zinnchat.com/kb/help-desk-plugin-shortcodes-reference)

Included with Zinn Digital® hosting

## Already installed on every WordPress site we host

The free Zinn® Chat plugin comes installed and activated on every WordPress site we host on our own servers, so a chat is one switch away. Premium is an upgrade, per site, when you need more.

[See hosting plans](https://zinndigital.com/hosting)