Persona: how the agent sounds

The Persona tab shapes how the agent communicates — not what it
does. Same system prompt + different persona = wildly different feel.

Fields

Agent Persona Name — the name the agent uses when introducing itself.
Leave blank if you don't want it to use a specific name.

Response Length
- Brief — one sentence max. Good for SMS.
- Moderate — 1–3 sentences. Good default for most chat/messaging.
- Detailed — full context when needed. Good for email or complex support.

Formality Level
- Casual — contractions, friendly, relaxed
- Neutral — professional but approachable
- Formal — strict professional tone

Use Emojis — allows occasional (not constant) emoji use.

Simulate Typos — adds subtle typos to humanise SMS-style channels. Off
by default; turn on if you want the agent to feel less robotic.

Typing Delay — when enabled, the agent waits a random delay (within
your min/max) before sending each message, simulating human typing speed.
Good for chat widgets; overkill for email.

Languages — which languages the agent can respond in. The agent
detects the inbound language and matches.

Never Say List — words or phrases the agent must not use. Great for
compliance: "guarantee", "cure", "best", "free" — whatever trips your
legal or marketing style guide.

How personas compose with the system prompt

The system prompt says WHAT the agent does. The persona says HOW. They're
independent — you can swap one without touching the other.

If you're running multiple agents across channels, persona is usually
where they differ most:
- SMS agent → Brief + Casual + Emojis OFF
- Live chat agent → Moderate + Casual + Emojis ON + Typing delay ON
- Email agent → Detailed + Neutral + Emojis OFF

Tips

• Don't stack "Brief + Formal + No emoji" on a chat widget. That reads
• Never Say List > Behavioural Instructions for single phrases. Easier
• Use the Playground to audition persona changes before shipping.