How to write your brand summary

You will learn

What the brand summary is, what to put in it, and what to leave out so Customer Agent has a clear description of your business.

Before you begin

You’ll need:

• An Owner, Admin, or Manager role
• A clear sense of what your brand sells, who you sell to, and what makes you distinctive

What the brand summary is

The brand summary is a short description of your business that helps Customer Agent understand what you sell and support.

Customer Agent uses the summary during spam detection to help distinguish messages your brand can respond to from spam and unrelated messages.

The brand summary is limited to 750 characters.

Set it up

1. Navigate to Customer Agent > Guidance, then find Brand summary.
2. Write your summary. If a description from your storefront is already shown, use it as a starting point.
3. Edit the draft until it captures your brand accurately.
4. Click Save. The change takes effect immediately.

What to include

A good brand summary covers:

• What you sell — the core product or service
• Who you sell to — your typical customer
• What makes you different — mission, point of view, etc.

What not to include

Skip these — they belong elsewhere:

• Policies (returns, shipping, warranty) → Add to Knowledge
• Escalation triggers (“escalate to a human if…”) → Configure as escalation rules
• Tone instructions (“be friendly and casual”) → Set in tone of voice

Examples

Wellness brand:

Botanica is a clean skincare brand for sensitive skin, founded in 2019. We sell plant-based serums, moisturizers, and cleansers — all dermatologist-tested and free of fragrance, sulfates, and parabens. Our customers are women 25-55 who care about ingredient transparency and gentle, science-backed formulations.

Hand tools brand:

Hammerhead makes professional-grade hand tools for builders, contractors, and serious DIYers. Our customers expect durability and no-nonsense performance — they value tools that do one job well over multi-use gimmicks.

Notice both summaries cover what, who, and what’s different.

Next steps

• Set tone of voice to choose the personality Customer Agent uses in its responses
• Add communication style rules for specific writing guidelines
• Configure escalation rules for situations that need a human