Customizing an AI agent’s persona to add personality to AI-generated responses

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Suite

Team, Growth, Professional, Enterprise, or Enterprise Plus

This functionality is part of AI agents - Essential.

AI agent personas determine the style of expression applied to AI-generated messages, giving them a consistent voice that reflects your brand. You configure an AI agent persona as part of an AI agent’s general settings.

This article includes the following sections:

• About AI agent personas
• Configuring an AI agent persona

Related articles:

• Viewing and configuring settings for AI agents for messaging

About AI agent personas

AI agent personas let you apply a personality to an AI agent’s responses. A persona is composed of three settings that work together to determine how your AI agent presents itself when interacting with customers:

• Business profile: A short description of what your company does. This information gives the AI agent context so that it can give the most appropriate responses.
• Tone of voice: The general style of language the AI agent should use when responding to customers.
• Reply length: The approximate length of each of the AI agent’s responses.

Configuring an AI agent persona

The option to configure an AI agent persona appears in your AI agent’s general settings.

To configure a persona

1. In Admin Center, click AI in the sidebar, then select AI agents > AI agents.
2. Click Manage AI agents for messaging.
3. Click the AI agent you want to configure a persona for.
4. Click the Settings tab.
5. Expand the Persona section.
6. Under Business profile, enter one or two short, factual sentences in English that describe what your company does. Keep this description focused on simple text about your company's business domain, rather than marketing-focused material that could potentially influence your AI agent’s behavior.
7. Under Tone of voice, select one of the following options:
   • Professional: (Default) Polite and direct
   • Informal: Casual and friendly
   • Enthusiastic: Upbeat and friendly
8. Under Reply length, select one of the following options:
   • Short: 30–60 words
   • Medium: 60–90 words
   • Long: 90–120 words
   • Very long: 120–150 words

Your changes are saved automatically as you make them, but updates to the AI agent’s persona won’t be presented to customers until you publish the AI agent.