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. Under Personality preset the six cards (None, Friendly help desk, Expert advisor, Concierge, Efficient, Brand-playful) each set the six tone dimensions. Click one to select it. If you have already hand-tuned a dimension, a Reset your voice and tone? dialog asks you to confirm before the preset overwrites it.
4. (Optional) Tune the dimensions. Expand Customize Voice & tone. Six dimensions appear as rows of buttons — Formality, Directness, Warmth, Confidence, Emoji, Humor — and you click a value rather than dragging. Both the section header and the active preset card show “(Modified)” when at least one dimension differs from the preset’s defaults.
5. Set reply length. Expand the Communication card and pick a Reply length: Brief, Standard or Detailed. Per-channel reply-length override below it lets you override two buckets — Chat & messaging (Web chat · SMS · WhatsApp · Messenger · Instagram · Voice) and Email & marketplace (Email · Amazon) — each of which stays on Follow default until you pick a length.
6. (Optional) Add context. In Context & rules, use + Add instruction to add any of four free-form fields — What the business does, Who the customer is, Business-specific rules, Custom instructions — which are appended to the prompt for every specialist.
7. (Optional) Set the language. Also in the Communication card. The default, Auto (match customer), detects from the conversation. Override to a specific language (English, Spanish, Norwegian, …) if you want every reply in one language.
8. Watch the Live preview card below. Pick one of the sample customer messages and it shows a generated reply assembled with the current personality settings; Refresh sample re-runs it.
9. Click Save. (Discard next to it throws your edits away and restores the saved settings.)

Verify it worked

• The Live preview reflects your changes without a save — it re-generates about a second after you stop editing (there is an 800 ms debounce, then a round-trip to the model).
• 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 once the stack is routed to one — 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: fill in 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: in Per-channel reply-length override, set Chat & messaging to Brief. The default Standard is too long for short channels.
• Symptom: Emoji are appearing in replies even though Emoji is none. Fix: if a customer uses emoji, the AI sometimes mirrors them — generally fine. If not, expand Customize Voice & tone and check the Emoji row hasn’t been moved to sparing or liberal.
• 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