Voice and tone
How to choose your agent's style, answer length, and emoji use, and what to write in the communication instructions.
In the product: AI agent →
Your agent’s Voice section defines how it expresses itself, not what it knows. Prices, hours, and policies go in your catalog and in Knowledge; here you decide the style and shape of its replies.
To change it, open your agent in My Agents and go to Voice. Changes are saved with Save to draft and apply when you publish.
Style
Choose one to three styles:
- Professional (selected by default)
- Friendly
- Consultative
- Direct
- Warm
Combining two or three works well, for example Friendly and Direct for a high-volume store.
Answer length
- Short: quick replies, for operational conversations.
- Balanced: the information needed without going on too long (selected by default).
- Detailed: more context when the explanation requires it.
Whichever option you choose, the agent keeps its replies short, like in a chat.
Use emojis
It’s off by default. If you turn it on, the agent uses emojis only when they add clarity and match the tone.
Communication instructions
Up to 2,000 characters about how the agent should talk. For example:
- “Address customers formally.”
- “Avoid jargon and always confirm the next step.”
- “If they ask about wholesale, ask for the approximate volume before quoting.”
Don’t put prices, hours, or policies here. That information goes in your catalog, in Knowledge, or in the Business context in Guided configuration, where the agent looks it up and keeps it up to date.
Publish
When you click Save to draft, you’ll see Voice saved to the draft. The agent keeps using the previous voice until you publish. Read Publish changes.