Plan requirement
| Subscription | Any plan |
| Access | Admin |
What the AI agent is called and how it sounds. Small settings that decide how customers feel about the whole thing.
Set them
- Open the AI agent's settings.
- Set the name and the avatar.
- Describe the persona: how it should sound, and what it should not do.
- Save, then test a few exchanges to hear the result.
Do not give it a human name
"Sarah" with a photograph is a small deception that works until it does not. The customer works it out, usually at the point they are already annoyed, and then everything the AI said is suspect.
Your company name plus "assistant" is honest, and nobody has ever been annoyed by it.
The persona is a constraint, not a character
What it is useful for: keeping replies short, keeping the tone matched to your brand, and saying what the agent must never claim.
What it is not for: personality. A support conversation is not the place for wit, and the customer wants their answer.
Say what it must not do
No promises about refunds, no dates it cannot verify, no advice outside your business. Written into the persona, these hold much better than hoping the underlying model is cautious.
Match the language of the channel
Formal or informal address, and which language by default. In markets where the distinction carries weight, getting it wrong in the first sentence colours the whole exchange.
Read it aloud
Test a conversation and read the replies out. Anything that sounds odd spoken sounds odd read, and this catches more than reviewing settings does.
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