Introduction
Your AI agent's voice is essential for user experience. This guide will help you configure tone, personality, and response rules to ensure consistency with your brand.
What you'll learn:
- How to set the right tone (formal, casual, friendly)
- Configure agent personality
- Define response rules
- When to escalate to a human operator
Configure Tone
The agent's tone can be configured from Settings → Voice & Tone. Choose from the following options:
Tone can be adjusted anytime without affecting active conversations.
{
"tone": "friendly",
"formality": "casual",
"enthusiasm": "high",
"empathy": true,
"humor": false
}Agent Personality
Define your agent's characteristics:
1. Name and Identity
- Give it a memorable name (e.g., "Ana", "BravinBot")
- Define the role (e.g., "Virtual Assistant", "Support Specialist")
2. Communication Style
- Response length (short/medium/detailed)
- Emoji usage (yes/no)
- Technical vs. simple language
A well-defined personality increases engagement by up to 40%.
Response Rules
Set clear rules for agent behavior:
Avoid contradictory rules that can confuse the agent.
rules:
- Always greet the user
- Don't make promises about prices without confirmation
- Redirect legal questions to legal team
- Offer maximum 3 options per response
- Request feedback after resolving issuesEscalate to Human
Configure when the agent should transfer the conversation:
Escalation Scenarios:
- User explicitly requests a human operator
- Repeated questions without resolution
- Negative tone/frustration detected
- Sensitive topics (financial, medical)
Platform Configuration: Go to Settings → Handoff Rules and set conditions.
Well-configured transfers reduce customer frustration by 60%.
Practical Examples
Example 1: Casual Fashion Brand
- Tone: friendly, enthusiastic
- Emoji: yes
- Style: conversational, short
Example 2: Financial Services
- Tone: professional, empathetic
- Emoji: no
- Style: detailed, precise
Example 3: Tech Startup
- Tone: casual, helpful
- Emoji: moderate
- Style: technical but accessible
Test different configurations with your team before activating publicly.