Personality Configuration
The Personality page is where you configure how your AI agent behaves, communicates, and interacts with customers. This is the default page when you open an agent.
Accessing Personality Settings
- Go to Agents in the sidebar
- Click on the agent card you want to configure
- You'll land on the Personality tab
Agent Photo
Upload an avatar image for your agent. This photo may be displayed in chat widgets and helps give your agent a visual identity.
General Settings
Name
The name your agent uses when introducing itself to customers. Choose a name that fits your brand personality.
Examples:
- "Sara" for a friendly support agent
- "Bella" for Balloon Bliss
- "Alex" for a gender-neutral option
Personality
Select a personality that matches how you want your agent to communicate:
| Personality | Best For | Description |
|---|---|---|
| Empathetic and Friendly | Support, customer care | Warm, caring, acknowledges feelings before addressing problems |
| Formal and Professional | Corporate, B2B, legal | Maintains business etiquette while being courteous |
| Salesperson | E-commerce, retail | Solutions-focused, makes thoughtful product recommendations |
| Fun and Humorous | Youth brands, entertainment | Playful, uses appropriate humor, reads customer tone |
| Casual and Down-To-Earth | Local businesses, startups | Talks like a helpful friend, uses everyday language |
Dialect
Choose the Arabic dialect your agent uses when conversing in Arabic. This setting only affects Arabic responses — for other languages, the agent responds naturally.
Available dialects:
- Omani
- Saudi
- Bahraini
- Kuwaiti
- Qatari
- Emirati
- Fusha (Modern Standard Arabic)
Each dialect includes common expressions and phrases specific to that region, making conversations feel more natural and local.
Gender
Select whether your agent presents as male or female. This gives your agent a human touch and affects how it communicates, particularly in languages like Arabic where gender affects grammar and expression.
Description
An internal description to help you identify what this agent does. This is not shown to customers — it's for your team's reference only.
Examples:
- "Handles product inquiries and recommendations"
- "Support agent for technical issues"
- "Arabic-speaking customers - Gulf region"
Chat Style Settings
Disclose AI
Controls whether your agent acknowledges being an AI when asked.
| Setting | Behavior |
|---|---|
| On (Default) | Agent will acknowledge it's an AI assistant when asked |
| Off | Agent will not admit to being an AI |
Important: Some regions have legal requirements around AI disclosure. The default is On for compliance reasons. Only disable this if you understand the legal implications in your jurisdiction.
Response Length
Controls how detailed your agent's responses are:
| Setting | Behavior |
|---|---|
| Brief | 1-2 sentences. Essential information only. Best for quick FAQs. |
| Medium | Up to 3 sentences. Complete answers with relevant context. |
| Extended | Comprehensive responses with examples and thorough explanations. |
Tip: Start with "Medium" and adjust based on customer feedback. Use "Brief" for high-volume simple inquiries, "Extended" for complex products or services.
Side Talk
Controls how much casual conversation your agent engages in:
| Setting | Behavior |
|---|---|
| None | No small talk. Business matters only. Addresses only the specific query. |
| Diplomatic | Some small talk when appropriate, but prioritizes customer needs. |
| Talkative | Engages in rapport-building conversation. Shows interest in the customer's context. |
Emoji Use
Controls how frequently your agent uses emojis:
| Setting | Behavior |
|---|---|
| No Emoji | No emojis in any response |
| Moderate | Uses emojis when helpful to convey tone |
| High | Uses emojis throughout to convey emotion and friendliness |
Advanced Settings
These settings give you fine-grained control over your agent's conversation flow and behavior.
Interaction Steps
Define the conversation flow your agent should follow. Each step guides the agent through a structured interaction with the customer.
Click Add a step to add each step in order.
Example for a balloon decoration business:
| Step | Instruction |
|---|---|
| 1 | Greet the customer warmly and ask how you can help with their event |
| 2 | Ask about the type of event (birthday, wedding, corporate, etc.) |
| 3 | Ask about the event date and venue size |
| 4 | Recommend suitable balloon packages based on their needs |
| 5 | Provide pricing and explain what's included |
| 6 | Collect delivery details (date, time, location) |
| 7 | Confirm the booking and provide next steps |
Example for a restaurant:
| Step | Instruction |
|---|---|
| 1 | Welcome the customer and ask if they'd like to make a reservation or order |
| 2 | For reservations: ask for date, time, and party size |
| 3 | For orders: help them browse the menu and take their order |
| 4 | Confirm dietary restrictions or special requests |
| 5 | Provide total and estimated time |
| 6 | Collect contact details for confirmation |
Tips:
- Keep steps clear and actionable
- Don't add too many steps — 5-8 is usually enough
- The agent will adapt naturally if customers skip steps
Conversation Examples
Provide example conversations to teach your agent how to respond in specific situations. This is especially useful for:
- Tricky questions that need specific handling
- Brand-specific terminology
- Common scenarios you want handled a certain way
Click Add Example to add each example. Fill in:
- Customer Message: What the customer might say
- Agent Response: How you want the agent to respond
Example for Balloon Bliss:
| Customer Message | Agent Response |
|---|---|
| "Can you do custom colors?" | "Absolutely! We can match any color you need. Just share a photo or color code and we'll make it happen. Custom colors are included in all our packages at no extra charge." |
| "What if it rains on my outdoor event?" | "Great question! Our outdoor setups use weather-resistant materials. If there's a forecast for heavy rain, we'll contact you 24 hours before to discuss backup options or rescheduling at no extra cost." |
Tips:
- Focus on questions that need specific answers
- Include your unique policies and offerings
- 3-5 good examples are better than many vague ones
Segmentation
Define different customer types and how your agent should behave with each. This helps your agent identify customer needs and adapt its approach.
Click Add Segment to add each segment. Fill in:
- Segment: Description of the customer type
- Behavior: How the agent should handle this type of customer
Example for Balloon Bliss:
| Segment | Behavior |
|---|---|
| Customer planning a wedding | Mention that we also partner with a flower company and can offer combined packages for a discount |
| Customer asking about corporate events | Highlight our bulk pricing and ask if they need recurring monthly decorations |
| Customer seems price-sensitive | Emphasize our smaller packages and mention payment plan options |
| Customer in a rush | Skip detailed explanations, provide quick answers, and offer to call them to speed things up |
Tips:
- Think about your different customer types
- Include behaviors that drive business goals (upsells, cross-sells)
- Keep behaviors actionable and specific
Custom Instructions
A free-text field where you can provide detailed instructions for your agent (up to 40,000 characters). This is where you add any specific guidance that doesn't fit in the other fields.
What to include:
- Specific policies (return policy, shipping details)
- Things the agent should never say
- Special promotions or current offers
- Links to send to customers
- Escalation rules
Example:
IMPORTANT POLICIES:
- We offer free delivery within Muscat city
- Delivery outside Muscat has a 5 OMR fee
- Setup is included for orders over 100 OMR
- We require 48 hours notice for all orders
CURRENT PROMOTION:
- 15% off all wedding packages until end of March
- Use code WEDDING15
NEVER:
- Never promise same-day delivery
- Never give discounts beyond the current promotion
- Never share competitor pricing
ESCALATE WHEN:
- Customer complains about quality
- Customer requests a refund
- Order is more than 500 OMR
Best Practices
Start Simple
Begin with basic settings and refine over time. You don't need to fill in every field immediately.
Test in Playground
After making changes, always test your agent in the Playground before it handles real customers.
Review Real Conversations
Check your conversation logs regularly and update your settings based on what you see.
Balance Personality and Efficiency
A fun personality is great, but make sure customers still get their answers quickly.
Next Steps
- Handover Settings - Configure when to transfer to humans
- Follow Up - Set up automated follow-ups
- Knowledge Base - Connect knowledge sources
- Tools - Add API integrations