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Hazel is the artificial intelligence (AI) rep who answers questions for your app. Open Hazel to control what she knows and how she speaks. Hazel uses only saved information in real conversations. Review every draft, then select Save changes.

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What Hazel knows

Knowledge means the saved facts that Hazel can use in texts and calls. Add facts in these four areas:

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Draft knowledge from your website

  1. Enter a public https:// address under Your website.
  2. Select Fill it in from my website.
  3. Wait for Hyzl to draft the four knowledge areas.
  4. Review every fact and price.
  5. Select Save changes.
The draft can use the page that you enter and up to two useful pages on the same site. An App Store address uses its single page. Hyzl never saves or publishes a website draft by itself. A new draft replaces the current form fields only after the draft returns. If Hyzl cannot read the page, check the address or enter the facts yourself. If the draft limit appears, wait before you try again. You can request five website drafts per app each hour.

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Preview Hazel

Select Preview Hazel to try a private chat as a person named Maya. Choose Sales for a person before purchase. Choose Account for a person after purchase. The preview:
  • It costs nothing.
  • It sends no text or call.
  • It stays out of Inbox.
  • It uses saved knowledge, not unsaved edits.
Each preview message can contain up to 1,000 characters. You can request 60 preview replies per app each hour. If Hazel takes too long, try again. If the preview limit appears, wait until the time shown in the drawer.

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Voice and calls

Choose the voice that people hear on calls. Eve is the default voice. Play a sample before you save a choice. The speed choices are: A saved custom speed can range from 0.7× through 1.5×. Choose a preset to change it. A voice sample uses the speed selected on the page when possible. You can request 30 new voice samples per app each hour. New calls use your saved voice and speed. Save an unsaved choice before you call your app’s number.

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Incoming calls

If calls are ready, an incoming caller talks to Hazel with your saved knowledge. Review readiness on Your number. If live voice is unavailable or ends, the caller hears the Fallback call greeting. This greeting uses a standard voice and can contain 300 characters. Add Forward to a human if someone must receive the call after the greeting. Enter the country code, then the number, with a leading +. If you leave the forwarding number blank, the call ends after the greeting.

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Offer

An offer is a discount or special price that Hazel can mention after a person raises a price concern. Choose one offer type: For a special price, Applies to and For how long can each contain 60 characters. Hazel never uses the offer in the opening text. She can use it only after a person raises a price concern. Your checkout link must honor the offer. Hyzl describes the offer, but it does not create a coupon or change your price.

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Coaching notes

A coaching note is saved guidance for future calls. For example, tell Hazel to ask about a concern before she suggests a plan. You can save up to 20 notes. Each note can contain 300 characters. Hazel uses saved notes on every call. An unsaved edit does not replace the saved version.

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Call me as a customer

Select Call me as a customer to test a complete conversation on your own phone. Enter a United States or Canada number with +1. You can also add these details:
  • Add a first name with up to 40 characters.
  • Add a pretend situation with up to 1,000 characters.
The test uses saved app knowledge. It can use the unsaved voice and speed selected on the Hazel page. A test call costs nothing. It does not count toward billing or Inbox statistics. It does not turn on Flow calls. The test appears under Test calls in Inbox. A test call can last up to 10 minutes. After the call, review the summary, recording, and transcript when they become available. Save feedback as a coaching note if Hazel needs different guidance. Hyzl allows five test calls per app each hour. A signed-in merchant can start ten test calls each hour across apps.

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If a test call does not start

Use this table to resolve common errors: If you close the test drawer, the active call continues. End the call on your phone.

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If Hazel settings do not save

Read the message beside Save changes. Check these common causes:
  • Enter the forwarding number with a +, country code, and digits only.
  • Keep every coaching note nonblank and within 300 characters.
  • Enter a percentage offer from 1 through 90.
  • Enter a special price with no more than two decimal places.
  • Enter a three-letter currency code, such as USD.
Correct the named field, then select Save changes again. The page keeps your draft after an error.

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When changes take effect

Saved knowledge and offers apply to new replies and calls. Saved coaching notes apply to future calls. New calls use your saved voice and speed. Current calls do not change when you save new Hazel settings.