Voice & tone.

Where to find it

Open your agent → Configure tab → Voice section. There are two fields: Tone and First message.

Tone

The tone field is a short, comma-separated list of adjectives or a brief instruction. It's injected into the agent's system prompt before every conversation. Examples:

• warm, concise, no jargon
• professional, formal, never use contractions
• friendly, upbeat, occasional dry humour
• direct, no fluff, bullet points where possible

Keep the tone description short (under 20 words). Long instructions dilute the effect.

First message (greeting)

This is the opening message the agent sends before the visitor types anything. Use it to set context and invite the first question:

• "Hi there! Ask me anything about Acme's products or policies."
• "Welcome to Northgate Bank support. How can I help you today?"
• "Hey! I know everything about our coffee subscriptions. What's on your mind?"

Tips for great answers

• The tone only controls style, not facts. If the agent gives wrong facts, add or fix documents — not the tone.
• Test changes using the Preview button on the agent overview.
• Short, specific tones outperform long paragraphs of instructions.

Next: Customise the widget appearance.