You can turn on AI agent personas as part of an AI agent’s general settings and apply them to AI-generated content types as needed.
This article includes the following sections:
About AI agent personas
AI agent personas let you select and apply a personality to a conversation AI agent’s AI-generated responses. You can also select up to 20 emojis the AI agent can use in its responses.
You can choose from a number of personas, including:
- Professional, a polite, direct voice.
- Friendly, a casual, approachable voice.
- Playful, a lighthearted, charming voice.
You are not required to apply the persona to all automatic responses. Instead, you can choose to apply it to any or all of the standard responses:
- Start of the conversation.
- If the AI agent finds relevant articles.
- If the AI agent can’t understand the question.
- If a question matches more than one intent.
- If the AI agent can’t answer a question or the answer isn’t helpful.
Activating and configuring AI agent personas
The option to activate the AI agent personas appears in your AI agent's general settings.
To turn on and configure a persona
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent you want to work with.
- In the Settings tab, expand the Persona section and select Apply an AI agent persona.
- Select your persona:
- Professional: Polite and direct
- Friendly: Casual and approachable
- Playful: Lighthearted and charming
- Select Allow emojis (optional). This lets the AI agent include emojis in its responses.
If you choose this option, use the drop-down menu to select up to 20 emojis the AI agent can use. If you do not add any emojis here, the AI agent can use all available emojis.
- Click Save.
- Select Allow emojis (optional). This lets the AI agent include emojis in its responses.
If you choose this option, use the drop-down menu to select up to 20 emojis the AI agent can use. If you do not add any emojis here, the AI agent can use all available emojis.
- Click Save.
To select where to apply the AI agent persona
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the AI agent using the persona.
- In the Behavior tab, click each of the sections described below to expand
them, then select Generate variations for the areas where you want to
apply the persona:
- Start the conversation: Generates variations on the greeting message. You can choose to enter your own greeting message, which will be displayed to your customers along with any generated variants.
- If the AI agent finds relevant articles: Generates variations on the suggested article message. This section only appears when generative replies are turned on.
- If the AI agent can’t understand the question: Generates variations on the message.
- If a question matches more than one intent: Generates variations on the message.
- If the AI agent can’t answer a question or answer isn’t helpful: Generates variations on the message.
- Click Publish AI agent to apply your changes.
6 comments
Stefan
Hi! Will it be possible in the future to make your own behavior with prompts? Is that already planned?
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James Molina
Will the ton shift change based on the customer? For example, if you choose playful but a customer shows that they are "angry" what type of response would they get?
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Mike DR
Kindly wait for an update from our product managers about the upcoming features!
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Gin Atkins
Hi Jim,
The tone won't shift based on the customer - this feature is about representing brand voice in communications. We have on our roadmap to investigate how sentiment may impact tone though, but this isn't something we're looking at in the next 6 months or so.
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Gin Atkins
Hi Stefan,
Can you give me more context on what you're thinking about - what do you mean make your own behaviour with prompts?
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Kay Billand
Is there any company that is using the personas so we can see what the responses look like?
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