Beyond personality traits, your AI agent has two additional style controls: Tone of Voice and Response Style. Together, they determine how the agent sounds in conversation and how much it says. If the traits describe what kind of person the agent is, the tone and style describe how it speaks.
Where to configure these settings
Go to AI Agent → Personality → Traits & Style. Tone of Voice and Response Style are both on this page, below the Personality Traits section.
Tone of Voice
Tone shapes the overall feel of how the agent communicates. Select one of the four options:
- Warm — friendly and personable, with natural conversational warmth
- Professional — clear and business-appropriate, without being cold
- Conversational — relaxed and natural, like talking to a helpful person rather than a service
- Direct — efficient and to the point, prioritising clarity over small talk
Only one tone can be active at a time. The currently selected option is highlighted.
💡 Tip: Tone and traits work together. A Friendly + Enthusiastic combination paired with a Warm tone will feel very different from the same traits paired with a Direct tone. Use the Personality Summary at the bottom of the page to sense-check how your selections read together.
Response Style
Response Style controls how much the agent says when answering a customer's question. Choose the level that fits your business:
- Concise — short, efficient answers; gets to the point without extra detail
- Balanced — a mix of helpfulness and brevity; covers what's needed without overexplaining
- Detailed — thorough responses; good for complex services or customers who need more context
There's no single correct choice. Concise works well for booking-heavy interactions where customers just want to get something done. Detailed works better when customers often have questions or need reassurance before deciding.
Personality Summary
After making your selections, the Personality Summary box at the bottom of the page updates in real time to show a plain-English description of how your agent will behave — for example: "Your AI agent will be professional and calm with a conversational tone, providing balanced responses to customers."
This is a useful gut-check before you commit.
Saving your changes
After adjusting tone or response style, the Save your changes? banner will appear at the bottom of the screen. Select Save Changes to apply. Select Reset to discard and revert to the last saved values.
All personality settings — traits, tone, response style, temperature, and custom instructions — save together in one action across the entire Personality section.