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” (2,500 characters).
- Custom instructions — anything else (10,000 characters).
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.