Available on all Suite plans

This functionality is part of AI agents.

Bot personas determine the style of expression applied to AI-generated messages, giving them a consistent voice that reflects your brand. If you don’t apply a persona, the bot will communicate in a neutral way.

You can turn on bot personas as part of a bot’s general settings and apply them to AI-generated content types as needed.

This article includes the following sections:

  • About bot personas
  • Activating and configuring bot personas

About bot personas

Bot personas let you select and apply a personality to a conversation bot’s AI-generated responses. You can also select up to 20 emojis the bot 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 bot finds relevant articles.
  • If the bot can’t understand the question.
  • If a question matches more than one intent.
  • If the bot can’t answer a question or the answer isn’t helpful.

To use bot personas, your account must meet the following requirements:

  • Agent workspace is activated.
  • Messaging is activated.
  • Zendesk knowledge base is connected to your account (only required if you are also using generative replies ).

Activating and configuring bot personas

The option to activate the bot personas appears in your conversation bot’s general settings.

To turn on and configure a persona

  1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
  2. Click Manage conversation bots.
  3. Click the bot you want to work with.
  4. In the Settings tab, expand the Persona section and select Apply a bot persona.
  5. Select your persona: Professional, Friendly, or Playful.
  6. Select Allow emojis (optional). This lets the bot include emojis in its responses.

    If you choose this option, use the drop-down menu to select up to 20 emojis the bot can use. If you do not add any emojis here, the bot can use all available emojis.

  7. Click Save.
  8. Select Allow emojis (optional). This lets the bot include emojis in its responses.

    If you choose this option, use the drop-down menu to select up to 20 emojis the bot can use. If you do not add any emojis here, the bot can use all available emojis.

  9. Click Save.
Once you’ve turned on and configured the bot persona, you can select the bot messages it should be applied to.
Note: Applying a bot persona to a message cancels any custom translations for that message.

To select where to apply the bot persona

  1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
  2. Click Manage conversation bots.
  3. Click the bot using the persona.
  4. 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 bot finds relevant articles: Generates variations on the suggested article message. This section only appears when generative replies are turned on.
    • If the bot 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 bot can’t answer a question or answer isn’t helpful: Generates variations on the message.
  5. Click Publish bot to apply your changes.
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