Test and deploy your agent
Tuning personality, tone, and supported languages
In brief: Set an agent’s tone using warmth, pacing, formality, and confidence. You can configure personality separately for each Moment and limit tes enabled for interaction.
The Customer Agent can keep its voice consistent with your organization whiting to the needs of different parts of the customer journey. Configure the personality and language options for the experience you want customers to have, then apply those settings to the relevant Moment.
Configure personality and tone
Personality settings shape the agent’s tone and manner. In the Personality tab, you can adjust:
- Warmth: Cool to Warm
- Pacing: Brief to Detailed
- Formality: Casual to Formal
- Confidence: Tentative to Assertive
These controls help you set how the agent communicates, including its vocabulary, apologies, and de-escalation rules. For example, a Support response can acknowledge frustration and offer to investigate the issue.
Set a tone for each Moment
Personality is configured per Moment, so the agent can use different tones in different parts of the customer journey. For example, Support can be warm and detailed while Acquisition is direct and assertive.
For Support, the selected personality applies to every reply in that Moment. This lets you tune how the agent handles customer issues without requiring the same tone for Acquisition, Retention, or Expansion.
Choose supported languages
The Customer Agent works in the languages you serve, and adding a language is a configuration change rather than a content project. The account’s Allowed language setting controls which languages are enabled; it defaults to all languages but can be limited to the languages your organization supports.
If the customer’s preferred language cannot be confidently detected, the agent uses the configured fallback language. This gives you a way to define both the languages customers can use and the default for uncertain language detection.
Keep settings aligned with the experience
Review personality and language choices for each Moment so the agent’s communication fits its role and the languages your organization can support. These settings shape how customers experience the agent across their journey.