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

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

This article applies to AI agents - Essential and legacy AI agent functionality.

After you create an AI agent, you can configure its persona to determine the style of expression applied to AI-generated messages. An AI agent’s persona, in combination with any active instructions, helps give AI-generated messages a consistent voice that reflects your brand.

You must be an admin to configure an AI agent’s persona.

This article contains the following topics:

About AI agent personas

Configuring an AI agent persona

Related articles:

Viewing and configuring settings for AI agents

Using instructions to influence AI agent responses

About AI agent personas

AI agent personas let you apply a personality to an AI agent’s generative 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.

An AI agent’s persona applies only to the AI-generated responses it sends. It doesn’t apply to the standard responses you customize in the AI agent’s settings.

Configuring an AI agent persona

You can configure your AI agent’s persona to add personality to its AI-generated responses.

To configure an AI agent persona

In Admin Center, click AI in the sidebar, then select AI agents > AI agents.

Click the AI agent you want to configure a persona for.

Click the Settings tab.

Click the Persona section to expand it.

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.

Under Tone of voice, select one of the following options:

Professional: (Default) Polite and direct

Informal: Casual and friendly

Enthusiastic: Upbeat and friendly

Under Messaging reply length, select one of the following options:

Short: 50–60 words

Long: Up to 80 words

Under Email reply length, select one of the following options:

Short: Up to 150 words

Long: Up to 600 words

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