Personality and brand voice
Make an agent sound like your brand.
Advanced · ~10 min · Prerequisites: a draft agent
Building and editing agents is admin-only. Members can run and observe agents, but only admins can create or change them.
What you'll do
Define a consistent voice for a custom agent by shaping its identity and instructions, then verify the voice holds up in the test panel.
Where voice comes from
An agent's personality is the product of two things: its Identity (the name, icon, and description that frame first impressions) and its Instructions (the rules that govern every response it writes).
The identity sets the tone before a member types a single word. The instructions carry the voice into every reply. Getting both right is how you make an agent feel like a deliberate part of your brand, not a generic chatbot. For the full reference, see Personality.
Define the voice
Open the agent at /admin/agents/<slug>/edit.
In Identity & model: Give the agent a name that signals its role and personality at a glance. A name like "Aria" lands differently than "Support Bot v2". The description shown to members should read the way the agent will speak — confident and direct, or warm and helpful, or terse and technical. See Identity & model.
In Instructions: Be explicit about tone. Vague instructions like "be professional" produce inconsistent results. Instead, write the rules the agent must follow in every reply:
- Tone words — e.g. "Write in a direct, confident tone. Avoid corporate jargon."
- Do/don't words — e.g. "Use 'you' and 'your', not 'the user'. Never say 'as per your request'."
- Format rules — e.g. "Lead with the answer, then explain. Use bullet lists only when listing three or more items."
- Brand-specific terms — include the exact product names, feature names, and spellings your company uses.
See Instructions for the full guide on structuring an instruction set.
Keep it consistent across agents
If you're running multiple agents (e.g. a Support agent and a Sales agent), brand voice should feel coherent even if the persona differs. Define a shared style block — tone words, banned phrases, formatting defaults — and paste it into the Instructions of each agent. The role-specific rules go on top.
This is especially important if different admins are building different agents. A shared style block kept in a team doc is the simplest way to stay aligned.
Test the voice
Open the test panel (the slide-in panel on the right of the editor) and send prompts that are likely to stress-test the voice:
- Ask for something the agent might hedge on — does it stay confident?
- Ask a question that's slightly off-topic — does it stay in role?
- Ask for a list and a short answer — does the format hold?
Edit the instructions, save the draft, and re-test. Repeat until the voice is consistent across prompt types. When it is, publish. See Testing an agent for full test panel details.