Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
What the AI agent is called and how it sounds. Three settings decide it, and they sit next to each other rather than on one page, each with its own Save.
Set them
- In Admin Center, click AI in the sidebar, then select AI agents and AI agents. Open the agent.
- Click Content in the sidebar, then Identity. Set the agent name, your company name, and a business profile of one or two factual sentences saying what your company does. Click Save.
- Open Tone of voice and choose one. This is also where reply length lives. Save.
- Open Pronoun formality and choose formal or informal. It only applies in languages that make the distinction, Dutch among them. Save.
- Test a few exchanges to hear the result.
Reply length is a setting, not a hope
Keeping answers short is part of Tone of voice. Set it there rather than writing "be concise" into a description and hoping.
And keep instructions out of the business profile. That field is context about your company, not a place to tell the agent what to do; Zendesk warns that instructions there can produce unexpected errors.
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.
Language has its own section
Set the default language under Language, where you can also let the agent translate answers automatically into the language the customer is using. Decide that deliberately: automatic translation widens your reach and means replies go out in a language nobody on your team has read.
Formal or informal address belongs in the persona rather than here. 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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