Personality setup

Overview

When you started building your AI Agent, you may have considered a Persona for it: an idea of the kind of personality that you wanted to convey with your AI Agent’s content. That Persona works great when you are writing your own AI Agent content, but you can go even further—you can make automatically generated content also exude the same personality.

As part of your AI Agent’s persona, if your AI Agent has Voice enabled, you can choose the speaking voice it uses. For information on how to do that, see Choose a speaking voice for your AI Agent.

Use cases

Persona settings help you create a consistent brand experience across all AI Agent interactions.

• First impressions: Create a welcoming introduction by customizing how your AI Agent identifies itself.
• Brand consistency: Ensure automatically generated responses match your brand’s voice and style.

Capabilities & configuration

Persona settings let you control how your AI Agent presents itself and communicates with end users.

• Identity: Set agent name, company name, description, and avatar.
• Communication style: Choose tone of voice, emoji usage, and message length.
• Behavior: Control follow-up prompts, privacy settings, and acknowledgement messages.

Quick start

Configure your AI Agent’s personality in a few steps.

For detailed instructions, see Implementation & usage.

Implementation & usage

Configure your AI Agent’s identity, communication style, and behavior.

Add organization and AI Agent information

Customize the names your AI Agent uses to refer to your organization and to itself, so it can create the right first impression when it introduces itself.

To add organization and AI Agent information:

1. On the Ada dashboard, go to Config > AI AGENT > Settings, and open the Preferences tab.

2. Under Agent name and Company name, enter the names for your AI Agent and for your company. Your AI Agent will use these when it is referring to itself (e.g., “Hi, my name is Lacey, and I can answer any questions you have about Leaf and Stem”).

3. Under Company description, enter some information about your organization and its products and services.

4. Click Upload Avatar to upload an avatar for your AI Agent for messaging channels.

Customize tone and message style

When your AI Agent is writing responses, it can also apply an extra layer of personality to it. Choose the little touches that best reflect your brand.

To customize tone and message style:

1. On the Ada dashboard, go to Config > AI AGENT > Settings, then open the Preferences tab.

2. Under Tone of voice, choose one of the following options:

   • Friendly
   • Plainspoken
   • Playful
   • Sophisticated

   The option you choose will apply towards all of your channels.

3. Under Allow emoji usage, enable or disable the Use emojis toggle, depending on whether you want your AI Agent to serve emoji to end users. Your emoji settings will apply to messaging and email channels.

   • If you enable the Allow emoji usage toggle, under Limit emoji usage to these ones, you can enter the emoji you want it to use. If you put emoji into this field, your AI Agent will only use those emoji in generated messages.

     If you leave the field empty, your AI Agent will use any emoji that seem to match the content it is generating.

4. Under Messages, use Message length to set your AI Agent’s preferred message length:

   • Normal: Send longer messages when necessary.
   • Concise: Keep messages consistently brief.

Preview your AI Agent’s personality

While you are choosing your AI Agent’s tone and style settings, you can preview how those settings will look in generated messages.

To preview your AI Agent’s personality:

1. In the speech bubble, enter a text sample, like a few sentences from your knowledge base.

2. Click Generate preview to see how your AI Agent would rephrase it using the settings you chose. You can regenerate your preview using your current settings at any time.

Fine-tune manners

You can fine-tune how your AI Agent treats your end users.

To fine-tune your AI Agent’s manners:

1. On the Ada dashboard, go to Config > AI AGENT > Settings, and open the Preferences tab.

2. Ask if more help is needed: Use this toggle to control whether your AI Agent follows up after resolving an inquiry.

   • When disabled: The AI Agent will not ask if the end user needs more help once an inquiry is resolved. This typically leads to higher containment.
   • When enabled: The AI Agent will proactively ask if the end user needs more help. If the end user says yes, the AI Agent decides whether to hand off the conversation to a human agent. Coaching or Custom Instructions encouraging Handoffs can increase the likelihood of this behaviour, which may reduce containment.

3. If you want to prevent your AI Agent from repeating things like end users’ name or email addresses in its generated messages, enable the Don’t mention customers’ personal info toggle.

4. If you want to prevent your AI Agent from talking about your company’s competitors, enable the Don’t talk about competitors toggle. Then, in the List competitor names field that appears, provide a list of competitor names, separated with commas.

5. Send acknowledgement messages: When your AI Agent is working on a complex end user request—such as selecting a Playbook, Process, Action, or Handoff or doing a deep Knowledge search—it can send a brief message to let the end user know their request is being processed. These short, conversational messages—like “Let me look into that for you” or “One moment while I check on this”—help create a more natural experience and reassure end users that their inquiry is being handled. When enabled, the AI Agent automatically sends a quick acknowledgment before diving into tasks that require additional reasoning. This feature applies to Messaging conversations only.

Related features

• Custom Instructions: Add specific guidance for your AI Agent’s behavior.
• Coaching: Refine your AI Agent’s responses based on real conversations.