Configuring Persona Behavior
Fine-tune how your AI persona communicates and responds
Persona configuration controls how your AI agent behaves in conversations. These settings affect tone, response style, and escalation behavior.
Accessing Configuration
- Go to AI Agents > Personas
- Click on a persona
- Navigate to the Configuration or Behavior tab
Universal Settings
These settings apply to all persona types.
Tone
Controls the overall communication style:
| Option | Description |
|---|---|
| Professional | Polished, formal language |
| Friendly | Warm, approachable |
| Casual | Relaxed, conversational |
| Technical | Precise, detailed |
Response Length
Controls how detailed responses are:
| Option | Description |
|---|---|
| Concise | Short, direct answers |
| Standard | Balanced detail |
| Detailed | Comprehensive explanations |
Greeting Style
How the AI greets customers:
| Option | Description |
|---|---|
| Generic | "Hello! How can I help?" |
| Personalized | Uses customer name if known |
| Custom | Your specified greeting |
Language Complexity
Vocabulary and sentence structure:
| Option | Description |
|---|---|
| Simple | Easy-to-understand language |
| Standard | General audience |
| Technical | Industry terminology OK |
Emoji Usage
Whether emojis appear in responses:
| Option | Description |
|---|---|
| None | No emojis |
| Minimal | Occasional, when natural |
| Liberal | Frequent use |
Sign-Off Style
How the AI ends messages:
| Option | Description |
|---|---|
| Friendly | "Let me know if you need anything else!" |
| Professional | "Please don't hesitate to reach out." |
| None | No explicit sign-off |
Support-Specific Settings
These appear for support-focused personas.
Empathy Level
How much empathy the AI expresses:
| Option | Description |
|---|---|
| Low | Focus on solutions |
| Standard | Acknowledge feelings briefly |
| High | Extensive acknowledgment |
Escalation Threshold
When to offer human support:
| Option | Description |
|---|---|
| Quick | Offer early if AI seems unsure |
| Standard | Balanced approach |
| Reluctant | Try harder before escalating |
Apology Behavior
How the AI handles apologies:
| Option | Description |
|---|---|
| Liberal | Apologize freely |
| Moderate | Apologize when appropriate |
| Conservative | Rare apologies |
Clarification Style
How the AI asks for clarification:
| Option | Description |
|---|---|
| Direct | "What's your order number?" |
| Soft | "Could you share your order number?" |
Policy Stance
How strictly to enforce policies:
| Option | Description |
|---|---|
| Strict | Follow policies exactly |
| Flexible | Mention exceptions exist |
| Empathetic | Focus on solutions first |
Sales-Specific Settings
These appear for sales-focused personas.
Recommendation Style
How product recommendations are made:
| Option | Description |
|---|---|
| Subtle | Soft suggestions |
| Balanced | Clear recommendations |
| Assertive | Strong recommendations |
Upsell Approach
How to handle upselling:
| Option | Description |
|---|---|
| Never | Don't upsell |
| Natural | When relevant |
| Active | Look for opportunities |
Urgency Language
Use of urgency in messaging:
| Option | Description |
|---|---|
| None | No urgency |
| Subtle | Occasional mentions |
| Strong | Emphasize limited time/stock |
Escalation Settings
Configure how escalation works for this persona.
Escalation Email
Where escalation requests are sent:
support@yourcompany.comInclude Transcript
Whether to include conversation history in escalation emails:
- Yes - Full transcript included
- No - Just the escalation request
Widget Text Customization
Customize widget messages for this persona:
Greeting
Initial message shown:
Hi there! 👋 How can I help you today?Resolution Prompt
Shown after providing an answer:
Did that answer your question?Resume Message
When returning to a conversation:
Welcome back! Would you like to continue where we left off?Escalation Offer
When offering human support:
Would you like me to connect you with a support specialist?Input Placeholder
Chat input placeholder text:
Type your question...Saving Changes
After configuring:
- Review all settings
- Click Save
- Test in the widget preview
Changes apply immediately. Test in preview before expecting them in production.
Best Practices
Match Your Brand
Configuration should reflect your brand voice:
- Formal brand? Professional tone, conservative emojis
- Playful brand? Friendly tone, liberal emojis
Consider Your Audience
- B2B? More professional
- B2C? Can be more casual
- Technical product? Higher language complexity
Test Different Combinations
Try different configurations and monitor results:
- Resolution rates
- Customer satisfaction
- Escalation rates
Document Your Choices
Note why you chose specific settings. Helps when reviewing later.