Persona settings let you define the writing identity of your AI agent. Choose whether responses should be friendly, formal, conversational, concise, empathetic, or technical — depending on your brand’s voice and customer expectations.
‍
This ensures that no matter which agent or workflow triggers automation, your replies stay uniform and consistent across every customer interaction.

Answer guidelines allow you to create explicit do’s and don’ts that shape AI behaviour. For example:
- Do: provide clear steps, include timeframes, reference policies
- Don’t: promise refunds, commit to timelines, escalate issues
‍
These rules ensure your automated replies don’t break processes, overcommit, or introduce inconsistencies.
‍
They complement your intents and handling rules, resulting in precise, safe, and professional automation.