Vendasta now allows its AI employees—including AI Receptionists—to adjust tone, response format, and personality based on the communication channel a customer uses. Supported channels include web chat, WhatsApp, Instagram DMs, SMS, and email. Previously, businesses had to use uniform instructions across all channels or manage separate AI employees for each one. A single AI assistant can now follow channel-specific instructions, such as being concise and professional on web chat, emoji-friendly on WhatsApp, or visually oriented on Instagram. Users configure per-channel behavior within the existing Purpose or capability instruction fields in Business App > AI > AI Workforce, referencing the channel by name. Channel-specific instructions layer on top of the assistant's core role and knowledge and are optional, applying only where default behavior needs adjustment.
Source: https://roadmap.vendasta.com/changelog/customize-ai-employee-behavior-by-communication-channel