Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Yes. Open the AI agent and click Content in the sidebar: Identity, Tone of voice and Pronoun formality sit next to each other and decide how it sounds to your customers.
| Setting | What it decides |
| Identity | How the agent presents itself: a friendly peer, or more of a professional guide. |
| Tone of voice | Professional is the default, patient and informative. Informal is casual and friendly, Enthusiastic is conversational, and Custom lets you write a short tone description of your own. |
| Pronoun formality | Formal or informal address, for languages that distinguish the two. |
How do you make it change anything?
Choose Custom and be concrete. "Friendly and professional" describes every support team alive and changes nothing. "Short sentences. No more than one apology. Always say what happens next" produces a recognisable voice.
Prohibitions carry the most weight: "never apologise twice", "never promise a date", "never use internal terms". A generative system follows a prohibition more reliably than an aspiration.
The most accurate source is not abstract. Read ten replies from whoever writes well on your team and describe what they do.
Two things worth knowing
Formality is its own setting, not something to bury in a tone description. In Dutch or German it is the first thing a customer notices, and it is the easiest thing to leave unspecified.
Check it in every language you support. A tone that reads as friendly in one can read as flippant in another. Have a speaker read a few real replies; the translation rarely carries the register.
Personality is not the goal. Jokes land badly with somebody who has a problem; warmth in support is being clear, brief and honest about what happens next.
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