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AI personality

AI Personality controls how your AI agent sounds when it talks to customers — its gender, its overall tone, and finer details like how long its replies run and whether it uses emoji. Use it to make automated replies feel like they come from your brand rather than a generic bot, and revisit it whenever your tone of voice or brand guidelines change.

This page stages your edits. Nothing is applied until you click Save Changes in the floating bar that appears at the bottom once you change anything; Discard reverts to the last saved state. Personality is stored per business, so if your account has more than one business a Select Business card appears at the top — pick the business you want to configure before editing.

Personality only changes how the AI phrases its answers. What it is allowed to say still comes from your knowledge base and your workflows.

Select business​

Shown only on multi-business accounts. Choose which business's AI personality you are editing. On single-business accounts this card is hidden and the one business is selected automatically.

Gender of AI​

Choose the AI agent's gender identity, Male or Female. This influences how the agent refers to itself in languages and phrasings where that matters.

AI agent personality​

Pick how the agent communicates. Selecting a tile applies that preset; clicking the currently selected tile again clears the personality entirely (the AI falls back to its default voice). The right-hand panel shows a live preview — the same sample question answered in the selected tone — so you can compare presets before saving.

Personality presets​

  • Professional — precise, polished, authoritative.
  • Friendly — warm, inviting, encouraging.
  • Casual — relaxed, approachable.
  • Enthusiastic — energetic, positive.
  • Formal — strict business etiquette.
  • Empathetic — caring, understanding.
  • Concise — direct, to-the-point.
  • Playful — light, fun, humorous.
  • Funky — quirky, creative, unique.
  • Luxury — sophisticated, premium.
  • Tech-Savvy — modern, technical.
  • Custom — write your own instructions and brand-voice phrase (see below).

Custom instructions and brand voice​

When you select the Custom preset, two extra fields appear:

  • Custom instructions — a short instruction (up to 100 characters) the AI should always follow, e.g. "Always mention our 30-day guarantee." Use it for a single standing rule you want reflected in every reply.
  • Brand voice (optional) — a short phrase (up to 50 characters) describing your brand's tone, e.g. "quirky and innovative."

Keep these to tone and standing reminders. Facts, policies, and answers belong in the knowledge base, not here.

Fine-tune behavior​

Under the Fine-tune Behavior panel (collapsed by default; you must have a preset selected to use it) you can layer these adjustments on top of any preset, including Custom:

  • Response length — Brief, Balanced, or Detailed. Controls how much the AI says in a typical reply.
  • Empathy level — a slider from 1 (Direct) through 3 (Balanced) to 5 (Very Empathetic). Controls how much the AI acknowledges feelings before getting to the answer.
  • Humor level — None, Light, or Moderate.
  • Emoji usage — None, Minimal, Moderate, or Frequent.

These settings are stored alongside the preset, so switching presets keeps your fine-tune choices.

Live preview​

The panel beside the preset grid renders a sample exchange ("What are your shipping options?") answered in whatever preset is currently selected. It updates instantly as you click through presets. It is illustrative only — it reflects the preset, not your fine-tune sliders or custom instructions — and does not send anything to customers.

How it works​

When you save, the selected gender, preset, and fine-tune values are stored on the business and folded into the instructions the AI uses to generate every customer-facing reply on that business. Because personality is a layer over the model's wording, it changes phrasing, warmth, length, and emoji — but never overrides the facts the AI is allowed to give. Those still come from your knowledge base and the logic in your workflows. Clearing the personality (by re-clicking the active preset and saving) returns the agent to its default voice.