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Personalization shapes how your AI agent introduces itself and how it talks to customers.

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What you can set

  • Nickname. The name customers see, for example “Maya from Acme.”
  • Personality. A preset style that sets tone, reply length, and how careful the agent is when it does not know something. Presets may range from warm and chatty to short and strict.
  • Role and instructions. A written brief about your business, your products, how to speak, and when to involve your team.
  • Restrictions. Hard limits, such as topics the agent must never discuss.

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Set it up

1

Open personalization

Go to the AI section and choose Personalization.
2

Choose a nickname and personality

Pick a name your customers will find natural, then select the style that fits your brand.
3

Write the role and instructions

Explain who the agent is and who it helps. Name your team members and what each one handles.
4

Add restrictions

List what the agent must not do or say.
5

Save your changes

You can discard edits if you change your mind before saving.

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Example brief

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Tips for better results

  • Be specific. Vague instructions give vague answers.
  • Use examples of good replies.
  • Keep restrictions narrow. Too many broad limits can make the agent unhelpful.
  • Test with real questions after each change.
The agent follows your brief, but AI can still make mistakes. Review its replies regularly, especially in the first weeks.