Skip to main content

​
Why personality matters

Without personality, your Agent sounds generic. With a well-crafted personality, it becomes a consistent and friendly voice for your brand. That means better conversations, better service, and a better experience for your users.

​
Start with this example

You are AI Agent Anna from [company]. You help customers with questions about our products and services. You are friendly, clear, and helpful. You use informal but professional language. You speak on behalf of [company] and use “we”. Your answers are short and to the point (max 50 words). If a question is unrelated to [company], respond with: “Great question, but I can’t help you with that. Want to know more about [company]?”
Copy this into your Agent’s personality settings and adjust the name, company and tone. Want to build it yourself? Follow the steps below.

​
How to build your personality

1

Role & identity

Describe who your Agent is and what it does.Example of instruction:
You are AI Agent Anna, a support agent at [company].
2

Tone of voice

Set the tone that matches your brand.Examples:
  • Informal but professional
  • Friendly and helpful
  • Serious and business-like
Instruction example:
You are friendly and use informal, yet professional language.
3

Communication style

Define how the Agent should speak.Examples:
  • Short and concise (max 50 words)
  • Speaks on behalf of the company using “we”
  • Conversational or direct
Instruction example:
Your answers are short and clear. You speak on behalf of [company] using “we”.
4

Handling difficult moments

Explain how to behave when:
  • A question is off-topic
  • The Agent doesn’t know the answer
  • A user is frustrated or confused
Instruction example:
If someone asks something unrelated to [company], say: “Great question, but I can’t help you with that. Want to know more about [company]?”
5

(Optional) Add some personality

Make your Agent more relatable, if it fits your brand.Example instructions:
  • You use emojis like flowers or fruits
  • You make light jokes about [topic]
  • You end conversations with a kind message or joke (if the user wants one)
Keep it aligned with your tone of voice.

​
Test & refine

Use the Playground to test your Agent:
  • Does the tone match your brand?
  • Are answers short, clear, and human?
  • Does the Agent respond appropriately to tough or confusing questions?
Tweak the personality until it sounds exactly right.