Tone, Voice & Personality
Tone, voice, and personality settings determine how an agent communicates across every interaction. This includes word choice, formality, empathy, and stylistic delivery—ensuring that each agent feels aligned with your brand, audience, and platform context.
Whether you're deploying a customer service assistant, an onboarding guide, or a marketing agent, this configuration layer helps make the agent feel human, intentional, and trustworthy.
Key Elements
Tone Selection Choose from a range of tone profiles—formal, conversational, technical, friendly, playful, authoritative, empathetic. These options define sentence structure, emotional tone, and how the agent handles confirmations, questions, and escalations.
Voice & Perspective Set whether the agent speaks in first-person (“I can help you with that”) or third-person (“The assistant will handle this for you”). You can also define gendered, neutral, or branded personas if relevant to the interaction style.
Personality Traits Add descriptive layers such as "confident but respectful," "calm under pressure," or "succinct and informative." These traits are converted into system instructions that guide how the model responds in tone-sensitive moments.
Greeting & Sign-Off Logic Customize how the agent opens, closes, and transitions within conversations. You can include personalized welcome messages, fallback apologies, re-engagement lines, and more.
Use Case Sensitivity Different tones may be applied depending on the environment. For example:
Support agents may use empathetic and professional language
Sales agents may adopt a persuasive and upbeat tone
Internal agents may be concise and directive
Once defined, tone settings are applied universally across the agent’s responses, and can be previewed and tested during the configuration process. These settings ensure a consistent experience, even as the agent interacts across multiple channels and user types.
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