Personality Presets Reference
The Personality tab on a stack lets you pick a preset that sets six tone dimensions at once, then optionally tune the dimensions individually. Personality is stack-wide — every specialist in the stack inherits it — so customers get a consistent voice regardless of which specialist replies.
The dimensions
- Formality —
formal,neutral,casual,playful - Directness —
direct,balanced,explanatory - Warmth —
warm,neutral,cool - Confidence —
assertive,measured,cautious - Humor —
off,dry,playful - Emoji —
none,sparing,liberal
Other Personality settings — first-person voice, customer-name use, reply length, language, business / customer / rules context — are independent of preset choice.
The six presets
- None — neutral — balanced — neutral — measured — off — none — (no persona)
- Friendly help desk — casual — direct — warm — measured — dry — none — warm and helpful frontline support
- Expert advisor — neutral — explanatory — neutral — measured — off — none — expert advisor
- Concierge — formal — balanced — warm — measured — off — none — service-oriented concierge
- Efficient — neutral — direct — cool — assertive — off — none — efficient and matter-of-fact
- Brand-playful — playful — direct — warm — measured — playful — sparing — playful and on-brand
When you pick a preset, the six dimensions snap to its values. You can then tune any individual dimension without losing the rest of the preset.
When to use which
- None — neutral baseline. Useful when you want to compose the personality from scratch in Customize Voice & tone rather than start from a preset.
- Friendly help desk — most consumer-support brands. Casual, direct, warm. Light dry humor. No emoji. Good default for SaaS support.
- Expert advisor — when the value is the answer, not the smile. Explanatory, neutral warmth. B2B technical support, financial services, healthcare.
- Concierge — formal, warm, measured. Hospitality, premium services, banking high-touch tiers.
- Efficient — direct, cool, assertive. Logistics, transactional support, internal IT helpdesks. When customers want speed and certainty over warmth.
- Brand-playful — for D2C consumer brands with a distinct voice. Playful formality, sparing emoji, playful humor. Pair with Context & rules to encode brand-specific language quirks.
Reply length and channel awareness
Reply length is independent of the preset. In the Communication card you can set:
- A global default: Brief, Standard or Detailed.
- A per-channel-kind override for two buckets: Chat & messaging (Web chat · SMS · WhatsApp · Messenger · Instagram · Voice) and Email & marketplace (Email · Amazon).
Default if you don’t override: Standard everywhere, and each bucket sits on Follow default. Set Chat & messaging to Brief if your AI is producing emails-on-Twitter; set Email & marketplace to Detailed if your email replies feel too clipped.
Context & rules
The Personality tab’s Context & rules section lets you add free-form text — pick a field from + Add instruction — that augments the prompt with:
- What the business does — what your company does, in one or two sentences (2,000 characters).
- Who the customer is — who your customers typically are (2,000 characters).
- Business-specific rules — must-do or never-do behavioral rules, “never quote prices in USD; always EUR” (5,000 characters).
- Custom instructions — anything else (10,500 characters).
The larger Custom instructions cap exists because channel-specific rule prompts currently share the same field.
Each field shows a live character count under it as you type, so you can see how close you are to its limit.
These are appended to the prompt for every specialist in the stack. Use them sparingly — long context bloats every reply.
On a voice stack only this half of Personality reaches the call: the call layers in Context & rules but not the tone dimensions, because the voice prompt suffix owns style, length and language on a phone call.