The Personality page allows you to fine-tune your agent’s communication style, making it match your brand voice and use case perfectly.

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What You Can Configure

  • Personality: The tone and style of communication
  • Knowledge Flexibility: How the agent handles questions beyond its knowledge
  • Response Length: The typical length and detail level of responses

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Prerequisites

  • An active agent created in your workspace

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Why Personality Matters

Your agent’s personality affects:
  • User experience: How users feel when interacting with your agent
  • Brand consistency: Matching your company’s voice and tone
  • Effectiveness: Different styles work better for different use cases

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Step-by-Step: Configure Personality

1

Navigate to Personality

Go to your agent’s Personality tab in the sidebar.
2

Select Personality Type

Choose a personality that matches your brand.
3

Set Knowledge Flexibility

Choose how your agent handles unknown questions.
4

Configure Response Length

Set the typical length of responses.
5

Save Changes

Click Save Changes to apply your settings.
screenshot: personality configuration page

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Personality Types

Choose the tone and style your agent uses when communicating:
PersonalityDescriptionBest For
ProfessionalBalanced, clear, and business-appropriateB2B, enterprise support
FriendlyWarm, welcoming, and conversationalConsumer brands, retail
EmpatheticUnderstanding, compassionate, and supportiveHealthcare, sensitive topics
EnthusiasticEnergetic, positive, and motivatingSales, marketing
ConciseDirect, efficient, and to-the-pointTechnical support, busy users
DetailedThorough, comprehensive, and explanatoryEducation, complex products
CasualRelaxed, informal, and approachableStartups, young audiences
FormalPolished, respectful, and traditionalLegal, finance, government
WittyClever, engaging, and subtly humorousEntertainment, lifestyle brands
SupportiveEncouraging, patient, and reassuringOnboarding, customer success
ConfidentAssured, authoritative, and decisiveExpert advice, consulting
ThoughtfulReflective, considerate, and insightfulCoaching, advisory services
EnergeticDynamic, lively, and engagingEvents, promotions

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Choosing the Right Personality

Recommended: Professional, Friendly, or SupportiveThese personalities balance helpfulness with appropriate boundaries. They make users feel heard while efficiently resolving issues.
Recommended: Enthusiastic, Confident, or FriendlyThese personalities create positive impressions and build rapport, encouraging users to engage further.
Recommended: Detailed, Concise, or ProfessionalThese personalities prioritize clarity and accuracy, helping users find precise information quickly.
Recommended: Empathetic, Supportive, or ThoughtfulThese personalities show understanding and care, appropriate for sensitive conversations.

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Knowledge Flexibility

Control how your agent handles questions beyond its knowledge base:

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Precise Mode

"Stick strictly to known facts. Never speculate or guess."
AspectBehavior
AccuracyHighest - only uses verified information
CoverageLimited - may say “I don’t know” more often
Best forTechnical support, compliance, medical information
"Combine facts with reasonable inference when helpful."
AspectBehavior
AccuracyHigh - facts with reasonable inference
CoverageGood - helpful for most questions
Best forGeneral customer service, sales, most use cases

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Adaptive Mode

"Flexibly use reasoning to provide maximum helpfulness."
AspectBehavior
AccuracyModerate - may make educated guesses
CoverageHighest - attempts to help with any question
Best forCreative tasks, brainstorming, complex problem-solving
screenshot: knowledge flexibility options

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Response Length

Set the typical length and detail level of responses:

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Concise

  • Length: 1-3 sentences
  • Style: Brief, direct responses
  • Best for: Quick answers, busy users, simple queries
Example: 
User: What are your business hours?
Agent: We're open Monday-Friday, 9am-5pm EST.
  • Length: 3-5 sentences
  • Style: Balanced responses with key details
  • Best for: Most situations, general inquiries
Example: 
User: What are your business hours?
Agent: We're open Monday through Friday, 9am to 5pm Eastern Time. 
       Our team is available to help with any questions during these hours. 
       For urgent matters outside business hours, you can email support@company.com.

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Detailed

  • Length: 5-8 sentences
  • Style: Comprehensive responses with full context
  • Best for: Complex topics, educational content, troubleshooting
Example: 
User: What are your business hours?
Agent: Our customer support team is available Monday through Friday, 
       from 9:00 AM to 5:00 PM Eastern Time. During these hours, you can 
       reach us via chat, phone, or email for immediate assistance.
       
       For urgent matters outside business hours, please email 
       support@company.com and we'll respond within 24 hours. 
       
       You can also check our Help Center for answers to common questions 
       anytime at help.company.com.
screenshot: response length options

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Configuration Examples

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E-commerce Support Agent

Personality: Friendly
Knowledge Flexibility: Balanced
Response Length: Moderate
This combination creates a helpful, approachable agent that provides enough detail without overwhelming users.

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Technical Documentation Bot

Personality: Detailed
Knowledge Flexibility: Precise
Response Length: Detailed
This combination ensures accurate, comprehensive answers for technical questions.

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Sales Qualification Agent

Personality: Enthusiastic
Knowledge Flexibility: Adaptive
Response Length: Concise
This combination creates an engaging agent that keeps conversations moving forward.

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Best Practices

Choose a personality that aligns with how your company communicates in other channels (website, emails, social media).
Think about who will be talking to your agent. Technical users may prefer concise responses, while new customers may need more detail.
Use the Playground to test how different settings affect responses before going live.
If unsure, start with Professional personality, Balanced flexibility, and Moderate length. Adjust based on user feedback.
Once you find settings that work, keep them consistent to build user trust and familiarity.

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Troubleshooting

  • Try switching to Friendly or Casual personality
  • Increase response length to Moderate or Detailed
  • Add more personality-specific instructions in the system prompt
  • Switch to Concise response length
  • Try Concise or Professional personality
  • Add instructions in system prompt to be brief
  • Switch from Precise to Balanced or Adaptive flexibility
  • Add more content to the knowledge base
  • Review the system prompt for overly restrictive instructions
  • Switch to Precise knowledge flexibility
  • Add more relevant content to knowledge base
  • Add explicit instructions in system prompt to only use known facts

Creating Agents

Learn how to create and configure agents

Playground

Test your personality settings

Knowledge Base

Add content for your agent to reference

System Prompt Tips

Write effective system prompts