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

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<p id="docs-hc-snippet" style="display: none;">After youcreate 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 activeinstructions, helps give AI-generated messages a consistent voice that reflects your brand.</p>
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<div class="note attention" id="ai_agents_personas__note_cdt_55d_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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<p class="p" dir="ltr">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">create an AI agent</a>, 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203004883994" target="_blank">instructions</a>, helps give AI-generated messages a consistent
voice that reflects your brand.</p>
<p class="p" dir="ltr">You must be an admin to configure an AI agent’s persona.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="ai_agents_personas__ul_vty_cwd_f2c">
<li class="li"><a class="xref" href="#topic_yn2_1wd_f2c">About AI agent personas</a></li>
<li class="li"><a class="xref" href="#topic_mn5_1wd_f2c">Configuring an AI agent persona</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="ai_agents_personas__ul_ncq_2wd_f2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447052708762" target="_blank">Viewing and configuring settings for AI
agents</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203004883994" target="_blank">Using instructions to influence AI agent
responses</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yn2_1wd_f2c">
<h2 class="title topictitle2" id="ariaid-title2">About AI agent personas</h2>
<div class="body">
<p class="p">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: </p>
<ul class="ul" id="topic_yn2_1wd_f2c__ul_pbm_3wd_f2c">
<li class="li">
<strong class="ph b">Business profile</strong>: A short description of what your company does. This
information gives the AI agent context so that it can give the most appropriate
responses. </li>
<li class="li">
<strong class="ph b">Tone of voice</strong>: The general style of language the AI agent should use when
responding to customers. </li>
<li class="li">
<strong class="ph b">Reply length</strong>: The approximate length of each of the AI agent’s
responses.</li>
</ul>
<p class="p">An AI agent’s persona applies only to the AI-generated responses it sends. It doesn’t
apply to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8774095741466" target="_blank">standard responses</a> you customize in the AI agent’s
settings.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mn5_1wd_f2c">
<h2 class="title topictitle2" id="ariaid-title3">Configuring an AI agent persona</h2>
<div class="body">
<p class="p">You can configure your AI agent’s persona to add personality to its AI-generated
responses.</p>
<p class="p"><strong class="ph b">To configure an AI agent persona</strong></p>
<div class="p">
<ol class="ol" id="topic_mn5_1wd_f2c__ol_qnz_nwd_f2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mn5_1wd_f2c__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to configure a persona for. </li>
<li class="li">Click the <strong class="ph b">Settings</strong> tab. </li>
<li class="li">Click the <strong class="ph b">Persona</strong> section to expand it. </li>
<li class="li">Under <strong class="ph b">Business profile</strong>, enter one or two short, factual sentences in
English that describe what your company does. <p class="p">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. </p>
</li>
<li class="li">Under <strong class="ph b">Tone of voice</strong>, select one of the following options: <ul class="ul" id="topic_mn5_1wd_f2c__ol_q2t_pkl_f2c">
<li class="li">
<strong class="ph b">Professional</strong>: (Default) Polite and direct</li>
<li class="li">
<strong class="ph b">Informal</strong>: Casual and friendly</li>
<li class="li">
<strong class="ph b">Enthusiastic</strong>: Upbeat and friendly </li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Messaging reply length</strong>, select one of the following options:<ul class="ul" id="topic_mn5_1wd_f2c__ol_dn1_skl_f2c">
<li class="li">
<strong class="ph b">Short</strong>: 50–60 words</li>
<li class="li">
<strong class="ph b">Long</strong>: Up to 80 words</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Email reply length</strong>, select one of the following options:<ul class="ul" id="topic_mn5_1wd_f2c__ol_pm2_pxl_dgc">
<li class="li">
<strong class="ph b">Short</strong>: Up to 150 words</li>
<li class="li">
<strong class="ph b">Long</strong>: Up to 600 words</li>
<li class="li">
<p class="p"><img class="image" id="topic_mn5_1wd_f2c__image_lyj_byl_dgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_persona_configure.png" width="400"></p>
</li>
</ul>
</li>
</ol>
</div>
<p class="p">Your changes are automatically saved, but updates to the AI agent’s persona won’t be
presented to customers until you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7232810932250" target="_blank">publish the AI agent</a>.</p>
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