Personality setup

When you started building your AI Agent, you may have considered a persona for it: an idea of the kind of personality that you wanted to convey with your AI Agent’s content. That persona works great when you’re writing your own AI Agent content, but you can go even farther - you can make automatically generated content also exude the same personality.

As part of your AI Agent’s persona, if your AI Agent has Voice enabled, you can choose the speaking voice it uses. For information on how to do that, see Choose a speaking voice for your AI Agent.

Add information about your organization and AI Agent

You can customize the names your AI Agent uses to refer to your organization and to itself, so it can create the right first impression when it introduces itself.

1. On the Ada dashboard, go to AI Agent profile > Persona, and click the Identity and context tab.

2. Under Agent name and Company name, enter the names for your AI Agent and for your company. Your AI Agent will use these when it’s referring to itself (e.g., “Hi, my name is Lacey, and I can answer any questions you have about Leaf and Stem”).

3. Under Company description, enter some information about your organization and its products and services.

4. Click Upload Avatar to upload an avatar for your AI Agent for messaging channels.

Customize your AI Agent’s tone and message style

When your AI Agent is writing responses, it can also apply an extra layer of personality to it. Choose the little touches that best reflect your brand.

1. On the Ada dashboard, go to AI Agent profile > Persona, then click the Tone and style tab.

2. Under Tone of voice, choose one of the following options:

   • Friendly
   • Plainspoken
   • Playful
   • Sophisticated

   The option you choose will apply towards all of your channels.

3. Under Emoji usage, turn the Use emojis toggle on or off, depending on whether you want your AI Agent to serve emoji to customers. Your emoji settings will apply to messaging and email channels.

   • If you set the Use emojis toggle to on, under Only use these emojis, you can enter the emoji you want it to use. If you put emoji into this field, your AI Agent will only use those emoji in generated messages.

     If you leave the field empty, your AI Agent will use any emoji that seem to match the content it’s generating.

4. Under Messages, choose how you want your AI Agent to put information into individual messages.

   1. Under Message length, choose an option:
   • Normal: Send longer messages when necessary.
   • Concise: Keep messages consistently brief.
   2. Under Multistep instructions, choose an option for displaying steps in a procedure:
   • Send multiple steps: Group up to 2-3 steps per message.
   • Send one step at a time: Only send one step per message.

Preview your AI Agent’s personality

While you’re choosing your AI Agent’s tone and style settings, you can preview how those settings will look in generated messages.

1. In the speech bubble, enter a text sample, like a few sentences from your knowledge base.

2. Click Generate preview to see how your AI Agent would rephrase it using the settings you chose. You can regenerate your preview using your current settings at any time.

Fine-tune your AI Agent’s manners

You can fine-tune how your AI Agent treats your customers.

1. On the Ada dashboard, go to AI Agent profile > Persona, then click the Manners tab.

2. If you want your AI Agent to ask if customers need help with anything else after it resolves a customer’s inquiry, turn on the Ask if more help is needed toggle.

3. If you want to prevent your AI Agent from repeating things like customers’ name or email addresses in its generated messages, turn on the Don’t mention customers’ personal info toggle.

4. If you want to prevent your AI Agent from talking about your company’s competitors, turn on the Don’t talk about competitors toggle. Then, in the List competitor names field that appears, provide a list of competitor names, separated with commas.