How to choose how Tend replies, and set its voice and hours

Every workspace chooses who holds the conversation with a new buyer: Tend, or a person.

Choose who answers

1. In the Tend menu, open Workspace settings, then the Sales Workflow tab.
2. Under Who answers your customers, choose one:
   • AI Concierge — Tend answers, qualifies, recommends listings and books viewings, and hands over to a person when it needs to.
   • Human-first Lead Rescue — Tend sends one acknowledgement, then a person takes over. Tend keeps working in the background, noting what the buyer wants for the agent.
3. Confirm the switch, then click Save changes. Nothing changes until you save.

The page shows which mode is Currently live. Only admins can change it.

Set the assistant's voice

Under AI assistant, fill in the Persona: how the assistant should speak, its role, and what it should and should not do. Keep it concrete. Set the Primary language.

Set your business hours

Under Business hours, set opening hours for each day. Untick a day to mark it Closed.

Try it safely

The Test Tend section on the same tab lets you message the assistant without anything being sent to a real buyer.