Creating Personas

Personas define how your AI agent communicates with customers. This guide walks you through creating a new persona.

Create a New Persona

1. Navigate to AI Agents > Personas
2. Click Create Persona (or Add Persona)
3. Fill in the basic information
4. Configure behavior settings
5. Click Save

Basic Information

Name

Give your persona a descriptive name:

• "Friendly Support Agent"
• "Technical Support"
• "Sales Assistant"

This name is for internal use—customers won't see it unless you configure it that way.

Description

Optionally describe the persona's purpose:

• "Handles general customer inquiries"
• "Specialized for enterprise customers"
• "Pre-sales questions only"

Make Default

If this should be the default persona for your widget, enable "Make Default". The default persona is used when no specific persona is selected.

Starting from a Template

Goldilocks offers master persona templates optimized for different use cases:

• E-commerce Support - Returns, shipping, orders
• SaaS Support - Features, billing, technical help
• Sales Assistant - Product questions, pricing
• Training Bot - Learning and onboarding

Select a template to start with pre-configured settings, then customize as needed.

Configuration Steps

After creating the basic persona:

1. Configure Behavior

Set how the AI responds:

• Tone - Friendly, professional, casual
• Response length - Concise, standard, detailed
• Escalation threshold - When to offer human support

Detailed configuration guide →

2. Add Custom Instructions

Provide specific guidance:

• Business rules
• Topics to avoid
• Special handling instructions

Custom instructions guide →

3. Set Variables (if using template)

If based on a template, fill in required variables:

• Company name
• Product name
• Support email

Variables guide →

4. Configure Knowledge Access

Optionally limit which content this persona can access:

• All content (default)
• Specific collections only
• Exclude certain documents

Testing Your Persona

Before going live:

1. Go to Widget > Preview
2. Select your new persona
3. Test various questions
4. Verify tone and behavior
5. Check knowledge access

Setting as Widget Default

To use this persona in your widget:

1. Go to Widget > Look & Feel
2. Find "Default Persona" setting
3. Select your persona
4. Save changes

Or for embed code:

new Goldilocks({
  apiKey: 'your-key',
  persona: 'your-persona-id'
});

Managing Personas

Edit a Persona

1. Go to AI Agents > Personas
2. Click on the persona
3. Make changes
4. Save

Duplicate a Persona

To create a variation:

1. Open the persona
2. Click Duplicate (if available)
3. Rename and modify
4. Save

Deactivate a Persona

To remove from use without deleting:

1. Open the persona
2. Toggle Active off
3. Save

Inactive personas aren't available in the widget but retain their configuration.

Delete a Persona

1. Go to AI Agents > Personas
2. Click delete icon
3. Confirm deletion

Best Practices

Start Simple

Begin with one persona and refine it before creating multiple personas.

Test Thoroughly

Test each persona with real customer questions before deploying.

Monitor Performance

After deployment, monitor:

• Resolution rates by persona
• Escalation rates
• Customer feedback

Iterate Based on Data

Use insights to improve:

• Adjust tone settings
• Add custom instructions
• Refine knowledge access