Your AI Agent’s Persona is more than just a setting: it is how your brand comes to life in every interaction. A clear, well-defined Persona helps build trust, keeps your brand voice consistent, and ensures end users feel like they are engaging with a reliable representative of your business.
A well-configured Persona:
Set the identity details that shape how your AI Agent shows up to end users:
Use these examples to configure the AI Agent in a way that feels human, on-brand, and clear for end users.
Work with your team to decide on your AI Agent’s qualities, tone, and style. In the Tone and style tab, under General, set Tone of voice to Friendly, Plainspoken, Playful, or Sophisticated.
If your brand is approachable and consumer-facing, and you want empathetic, low-friction support for common issues (e.g., refunds, shipping delays, account hiccups), choose Friendly. Here’s what your AI Agent’s reply may look like when you set the Tone of voice to Friendly:
Hey Maya! So sorry your order's running late. I've checked your tracking and it's now due tomorrow. I've also refunded the shipping fee. Anything else I can help with today?
The sample above is an illustration. Actual responses depend on the user’s input and your configuration. To verify the effect of Tone of voice, set it to Friendly and use Preview in the Dashboard. If needed, adjust the tone or other Persona settings and preview again.
Use Tone and style settings to control how your AI Agent writes. Review Message length (Normal or Concise, as applicable). Before rollout, use Preview in the Dashboard to confirm everything reads as expected.
Here are some sample outputs produced by the Message length settings. They illustrate what end users might see when different message length options are applied.
Brand alignment: Model the persona on your ideal representative to build trust.
Example: A fintech company might choose a Plainspoken or Sophisticated tone, similar to how a trusted financial advisor speaks, while a retail brand could adopt a Friendly or Playful style that mirrors in-store staff.
Multilingual consistency: If you support multiple languages, review tone per locale and use language customization options to maintain consistency.
Example: In English, the AI Agent may sound light and playful (e.g., Got it! Here's a quick fix!), but in Japanese the same response may be phrased more formally to match cultural expectations.
Ongoing review: Revisit your Persona settings regularly as brand and business needs evolve.
Example: A startup might begin with a Playful tone to reflect its early culture, but later adjust to a Sophisticated tone as it moves into enterprise markets.
Channel-specific settings: Some Persona options only apply to certain channels.
Example: Your order is on the way 🚚 (with emojis enabled) vs. Your order is on the way (emojis disabled).
Example: See here.
Do
Don’t
Before finishing setup, make sure you’ve completed all of the following tasks: