Deploy

Personality

Version 2.0 · Last updated 2026-06-25

Personality controls how the agent sounds. Pick a voice profile, fine-tune four tone dimensions, and preview the result in a sample reply. Settings are per Moment, so Support can sound calm while Acquisition sounds confident.

Every Moment deserves its own voice. Personality gives you a voice profile selector, four tone sliders, and a live sample reply so you hear exactly what the customer will hear before you save.

Voice profile

The first thing you see on the Personality screen. Four profiles to start from:

Friendly - approachable, uses first names, short sentences
Empathetic - acknowledges feelings first, measured pace, reads the room
Direct - gets to the point, minimal filler, clear next steps
Professional - polished language, structured answers, formal register

Pick one as a baseline. The tone sliders below let you adjust from there.

Tone sliders

Four dimensions that shape how the agent writes every reply:

Warmth (Cool to Warm) - how personal the agent sounds. Cool is factual and neutral. Warm uses softer phrasing and acknowledges the customer’s situation.
Pacing (Brief to Detailed) - how much the agent says. Brief gives the shortest useful answer. Detailed adds context, explains reasoning, and links to related content.
Formality (Casual to Formal) - register and word choice. Casual uses contractions and everyday language. Formal avoids slang and uses complete sentences.
Confidence (Tentative to Assertive) - how certain the agent sounds. Tentative hedges and qualifies. Assertive states clearly and recommends decisively.

Each slider runs from 0 to 100. Move them independently to combine traits. A warm but direct agent is perfectly valid.

Sample reply

A live preview at the bottom of the screen. It shows how the agent would respond under your current settings. Change a slider or switch the voice profile and the sample updates. Use it as a quick sanity check before saving.

For a fuller test, open Preview, pick the Moment, and have a real conversation with the agent using your new settings.

When to adjust Personality

Setting up a new Moment for the first time
Customer feedback says the agent sounds too cold, too chatty, or too formal
You are expanding to a new market and the voice should match regional expectations
A brand refresh changes your company’s tone guidelines

Common questions

How do I change the agent's tone for Support?

Open "Deploy > Support > Personality", pick a voice profile, adjust the four tone sliders, and check the sample reply. Save when it sounds right.

What is the difference between a voice profile and the tone sliders?

A voice profile is a starting point: Friendly, Empathetic, Direct, or Professional. The tone sliders let you fine-tune from there. Picking a profile resets the sliders to that profile's defaults, then you adjust.

Can I have different tones for different Moments?

Yes. Personality is configured per Moment. Support can be warm and detailed while Acquisition is direct and assertive.

How do I preview my changes?

The sample reply at the bottom of the Personality screen updates as you change settings. For a fuller test, open Preview and have a short conversation.

What if my tone settings conflict with a Source?

Source content determines what the agent says. Personality determines how it says it. The agent restates facts from your sources in the voice you configured, without changing the meaning.

Can I reset to the default tone?

Pick any voice profile to reset the sliders to that profile's defaults.