Best practices

Your AI Agent’s Persona is more than just a setting: it’s how your brand comes to life in every interaction. A clear, well-defined Persona helps build trust, keeps your brand voice consistent, and ensures customers feel like they’re engaging with a reliable representative of your business.

Why it matters

Builds customer trust by aligning the AI Agent with your brand voice
Reduces confusion with consistent tone across channels
Improves engagement by reflecting the qualities of your best representative

Configure identity

Set the identity details that shape how your AI Agent shows up to customers:

Agent name: Use a human, brand-attached name (e.g., Ada from Acme) so messages feel personal and trustworthy. Avoid generic or technical labels like Bot, noreply, or internal codes.
Company name: Match the customer-facing brand exactly (spelling/capitalization as on your site), not the legal entity name, to keep recognition high across channels.
Company description: Keep it to one clear sentence that explains what you do (e.g., Acme makes eco-friendly outdoor gear!). Avoid slogans or vague taglines.
Default time zone: Set the zone customers expect for time references (e.g., [UTC-04:00] America/Toronto - EDT).

Example: Identity settings (good vs. not-so-good)

Use these examples to configure the AI Agent’s in a way that feels human, on-brand, and clear for customers.

Field	✅ Good example	❌ Not so good
Agent name	Ada from Acme	Ada Bot, bot123
Company name	Acme	ACME INC. LTD., Acme Internal
Company description	Acme makes eco-friendly outdoor gear.	We innovate synergy.; The best!

Email-specific settings

Ensure the Sender name found on the Appearance tab in your Email settings matches what customers should see in email threads.
The AI Agent signs off using the Agent name field.

Example: Identity settings for Email

Example	Sender name	Agent name
✅	Acme Support	Thanks, Ada from Acme
❌	bot123	Ada Bot

Define tone

Work with the customer 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.

Example: Configure tone

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.

Adjust message length

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.

Examples: Outputs from Message length settings

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.

Setting	✅ Output when configured well	❌ Output when configured poorly
Message length (Chat)	`To reset your password, go to Settings > Password > Reset.`	`Thanks for contacting Acme! Please update the app and check your connection, then go to Settings > Password > Reset, request a code, check spam, wait 5–10 min, enter the code, and create a compliant password.`
Message length (Email)	`Hi Alex — here are the steps: 1. Settings > Password > Reset. 2. Send code. 3. Enter code.`	`We appreciate your valued business. To reset your password you will need to navigate to the application settings where you will find the password section and then proceed accordingly.`

Consider brand and context

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 Playfull 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.
- Chat/Social/Email: Includes tone and style controls like emoji usage.
  Example: Your order is on the way 🚚 (with emojis enabled) vs. Your order is on the way (emojis disabled).
- Email: Has unique setup to specify the Sender name and sign-off.
  Example: See here.

Do / Don’t

Align persona with existing brand guidelines
Preview sample responses to confirm tone and style
Keep Persona settings updated as your brand evolves

Don’t

Overlook Email-specific settings like Sender name and sign-off
Assume tone translates identically across all languages without review

Final checklist

Before finishing setup, make sure you’ve completed all of the following tasks:

✅ Task
Defined the AI Agent’s persona qualities, tone, and style
Configured identity settings (Agent name, Company name, Description, Time zone)
Adjusted Tone and Message length
Set Email-specific fields (Sender name, Agent name)
Previewed responses in the Dashboard to confirm alignment
Planned for multilingual consistency (if applicable)
Scheduled periodic reviews to update the Persona over time