# Personality

**Summary:** Set the tone of voice for each Moment: pick a voice profile, adjust four tone sliders, and preview how the agent sounds before you save.

**In short:** Personality controls how the agent sounds. 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.

**Last updated:** 2026-05-28

## Voice profile

The first thing you see on the Personality screen. Four profiles to start from:

- **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.

## Tone sliders

Four dimensions that 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.

## Sample reply

A live preview at the bottom of the screen. It shows how the agent would respond under your current settings. Change a slider or switch the voice profile and the sample updates. Use it as a quick sanity check before saving.

For a fuller test, open [Preview](/en/help/test/preview/), pick the Moment, and have a real conversation with the agent using your new settings.

## 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 \

**What is the difference between a voice profile and the tone sliders?**
A voice profile is a starting point: Friendly, Empathetic, Direct, or Professional. The tone sliders let you fine-tune from there. Picking a profile resets the sliders to that profile's defaults, then you adjust.

**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.

**How do I preview my changes?**
The sample reply at the bottom of the Personality screen updates as you change settings. For a fuller test, open [Preview](/en/help/test/preview/) and have a short conversation.

**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.