Set the Stack Personality

Personality is stack-wide — every specialist in the stack inherits the same tone. This means a customer doesn’t notice when the router hands them off mid-conversation, because the voice is consistent. The Personality tab is where you set that voice.

Before you start

• The stack must exist. If not, create an Agent Stack first.
• Have a sense of how you want customers to experience the AI. Friendly and casual? Formal and precise? Playful and on-brand? See the presets reference for the six options.

Steps

1. Open Settings → Agent Stacks and click into the stack.
2. Click the Personality tab.
3. Pick a preset. The preset cards along the top (None, Friendly Helpdesk, Expert Advisor, Concierge, Efficient, Brand Playful) each set the six tone dimensions. Click one to select it.
4. (Optional) Tune the dimensions. Below the presets, six tone dimensions are exposed as rows: Formality, Directness, Warmth, Confidence, Humor, Emoji. Drag any of them to a different value. The preset card will show as “Modified” when at least one dimension differs from the preset’s defaults.
5. Set reply length. Pick a global reply length (brief, standard, detailed). Optionally override per channel-kind: short (web chat, SMS, voice, etc.) and long (email, Amazon).
6. (Optional) Add Context Rules. Free-form text in four buckets — business description, customer description, business rules, custom — appended to the prompt for every specialist.
7. (Optional) Set the language. Default auto detects from the conversation. Override to a specific BCP-47 tag (en, es, no, etc.) if you want every reply in one language.
8. Watch the Live Preview on the right. It shows a sample reply assembled with the current personality settings.
9. Click Save Changes.

Verify it worked

• The Live Preview reflects your changes immediately as you edit (it doesn’t require a save).
• After saving, open the Testing tab and send a few sample messages. Replies should match the chosen tone.
• Run a few messages on a real channel after deploying — preset-tuned replies on a live channel sometimes feel different from the test sandbox because of the customer’s actual phrasing.

Troubleshooting

• Symptom: Replies feel generic even after picking a preset. Fix: add Context Rules. Customers are unique — telling the AI who your customers are and what your business does anchors the tone.
• Symptom: Replies are too long on web chat / SMS. Fix: override the per-channel-kind reply length for short to brief. The default standard is too long for short channels.
• Symptom: Emoji are appearing in replies even though Emoji: none. Fix: if a customer uses emoji, the AI sometimes mirrors them — generally fine. If not, double-check the preset hasn’t been overridden to sparing or liberal on the Emoji row.
• Symptom: Tone differs between specialists. Fix: that shouldn’t happen — Personality is stack-wide. If it does, check whether a specialist’s Instructions field is overriding tone. Tone belongs in Personality, not Instructions.

See also

• Personality presets reference
• Anatomy of an Agent Stack