Test and deploy your agent
Tuning personality, tone, and supported languages
The Unless support agent is designed to resolve issues directly, but how it communicates is entirely up to you. Personality, tone, and language settings are not fixed defaults; they are configurable per Moment, meaning your Support experience can sound completely different from your Acquisition or Retention experiences. This guide walks you through the key controls: voice profiles, tone sliders, custom personas, and language restrictions, so you can shape exactly how the agent interacts with your customers.
Configuring the agent’s personality
Personality controls how your AI agent sounds when it communicates with customers. You can pick a voice profile, fine-tune four tone dimensions, and preview the result in a sample reply. Settings are per Moment, so Support can sound calm while Acquisition sounds confident.
Voice profiles
The first thing you see on the Personality screen is a voice profile selector. Four profiles are available as starting points:
- Friendly - approachable, uses first names, short sentences
- Empathetic - acknowledges feelings first, measured pace, reads the room
- Direct - gets to the point, minimal filler, clear next steps
- Professional - polished language, structured answers, formal register
Pick one as a baseline. The tone sliders below let you adjust from there. Picking a profile resets the sliders to that profile’s defaults, then you can fine-tune.
Custom persona and rules
You can define your own custom persona via the Configuration tab of your AI zone. Hover over the ? icon next to the other persona options to get an idea of the kind of input you can provide. You can use a maximum of 200 characters for your custom persona description.
You can also add custom rules for your AI to adhere to even when using an existing persona (such as support, sales, or informative). This allows you to shape your AI’s behavior without starting from a custom persona description. Go to the Configuration tab, select an existing persona as the base, and add your custom rules in the custom rules field. These rules apply in addition to the selected persona’s default behavior.
Adjusting tone sliders
Four dimensions shape how the agent writes every reply:
- Warmth (Cool to Warm) - how personal the agent sounds. Cool is factual and neutral. Warm uses softer phrasing and acknowledges the customer’s situation.
- Pacing (Brief to Detailed) - how much the agent says. Brief gives the shortest useful answer. Detailed adds context, explains reasoning, and links to related content.
- Formality (Casual to Formal) - register and word choice. Casual uses contractions and everyday language. Formal avoids slang and uses complete sentences.
- Confidence (Tentative to Assertive) - how certain the agent sounds. Tentative hedges and qualifies. Assertive states clearly and recommends decisively.
Each slider runs from 0 to 100. Move them independently to combine traits. A warm but direct agent is perfectly valid.
Previewing your changes
A live sample reply at the bottom of the Personality screen shows how the agent would respond under your current settings. Change a slider or switch the voice profile and the sample updates. For a fuller test, open Preview, pick the Moment, and have a real conversation with the agent using your new settings.
Setting supported languages
From the Configuration tab, you can configure which languages your AI supports. By default, all languages are allowed. You can choose to allow all languages or limit the AI to only respond in specific languages that you support. Make sure to also select a fallback language to be used for cases when the language cannot be confidently determined.
Additionally, you can set positive or negative feedback replies for the AI to use when it receives feedback in the form of a thumbs up or down. Make sure you click Save after any changes you make.
When to adjust Personality
- Setting up a new Moment for the first time
- Customer feedback says the agent sounds too cold, too chatty, or too formal
- You are expanding to a new market and the voice should match regional expectations
- A brand refresh changes your company’s tone guidelines
Frequently asked questions
How do I change the agent’s tone for Support?
Open “Deploy > Support > Personality”, pick a voice profile, adjust the four tone sliders, and check the sample reply. Save when it sounds right.
Can I have different tones for different Moments?
Yes. Personality is configured per Moment. Support can be warm and detailed while Acquisition is direct and assertive.
What if my tone settings conflict with a Source?
Source content determines what the agent says. Personality determines how it says it. The agent restates facts from your sources in the voice you configured, without changing the meaning.
Can I reset to the default tone?
Pick any voice profile to reset the sliders to that profile’s defaults.
Conclusion
Tuning personality, tone, and languages is a straightforward process that directly shapes the customer experience. Start with a voice profile, adjust the sliders to match your brand, and preview the result before saving. Remember that settings are per Moment, so you can tailor each stage of the customer journey independently. Once configured, the agent will consistently apply these settings across every reply, keeping your support calm, accurate, and on-brand.