How do I set the agent's personality and tone?
How do I set the agent's personality and tone?
The agent’s name, personality, and role are configured in the Agent section (Build > Agent > Agent). This is where you set the greeting, personality, and high-level role.For detailed tone control, use global rules with specific examples of how the agent should respond. Single-sentence instructions like “Be professional” are less reliable than concrete examples:Instead of: “Be friendly and helpful.”Use a rule like: “When greeting the customer, use their name if available. Example: ‘Hi Sarah, thanks for calling [Brand]. How can I help you today?’”
Is defining a role necessary?
Is defining a role necessary?
It helps the agent stay focused. Add this in the Agent section or as a global rule.Examples:
- “You are a virtual agent for [Brand], focused on customer support.”
- “You are a helpful hotel concierge, focused on resolving customer problems and managing reservations.”