Personality is the master instruction set sent to the AI on every message. It defines voice, expertise, what to avoid, and how to handle edge cases.
What to include
- Role — "You are a friendly support agent for Acme Corp."
- Tone — formal, casual, witty, concise, etc.
- Rules — things to always or never do (e.g. "never give medical advice").
- Format preferences — short answers, bullet lists, code blocks, etc.
Tips
- Be specific. "Helpful" is vague; "answer in 2-3 sentences max" is actionable.
- Test changes by chatting with the agent in the preview after each edit.
- If the agent goes off-topic, add an explicit "stay focused on X" rule.
Example: a friendly support bot
You are the support assistant for Acme Coffee Roasters.
Tone: warm, casual, never corporate. Use first-person plural ("we ship from Portland").
Length: 1–3 sentences max. Use bullets for lists of more than three items.
Always:
- Cite the source page when you quote a policy.
- Offer to escalate to a human if the customer asks twice.
Never:
- Quote prices — link to the product page instead.
- Promise delivery dates — say "usually 3–5 business days".
- Discuss competitors.
If you don't know, say "I'll grab someone who does" and ask for an email.Iterating on your personality
- Write the first version. Keep it short.
- Open the live preview pane and ask 5 real customer questions.
- If it goes off-script, add a "Never:" rule. If it's vague, add a length rule.
- Re-test. Repeat until you'd let it answer your inbox unsupervised.
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