Personality Presets Reference
The Personality tab on a stack lets you pick a preset that sets six tone dimensions at once, then optionally tune the dimensions individually. Personality is stack-wide — every specialist in the stack inherits it — so customers get a consistent voice regardless of which specialist replies.
The dimensions
- Formality —
formal,neutral,casual,playful - Directness —
direct,balanced,explanatory - Warmth —
warm,neutral,cool - Confidence —
assertive,measured,cautious - Humor —
off,dry,playful - Emoji —
none,sparing,liberal
Other Personality settings — first-person voice, customer-name use, reply length, language, business / customer / rules context — are independent of preset choice.
The six presets
- None — neutral — balanced — neutral — measured — off — none — (no persona)
- Friendly Helpdesk — casual — direct — warm — measured — dry — none — warm and helpful frontline support
- Expert Advisor — neutral — explanatory — neutral — measured — off — none — expert advisor
- Concierge — formal — balanced — warm — measured — off — none — service-oriented concierge
- Efficient — neutral — direct — cool — assertive — off — none — efficient and matter-of-fact
- Brand Playful — playful — direct — warm — measured — playful — sparing — playful and on-brand
When you pick a preset, the six dimensions snap to its values. You can then tune any individual dimension without losing the rest of the preset.
When to use which
- None — neutral baseline. Useful when you want to compose the personality from scratch via the dimension sliders rather than start from a preset.
- Friendly Helpdesk — most consumer-support brands. Casual, direct, warm. Light dry humor. No emoji. Good default for SaaS support.
- Expert Advisor — when the value is the answer, not the smile. Explanatory, neutral warmth. B2B technical support, financial services, healthcare.
- Concierge — formal, warm, measured. Hospitality, premium services, banking high-touch tiers.
- Efficient — direct, cool, assertive. Logistics, transactional support, internal IT helpdesks. When customers want speed and certainty over warmth.
- Brand Playful — for D2C consumer brands with a distinct voice. Playful formality, sparing emoji, dry/playful humor. Pair with Context Rules to encode brand-specific language quirks.
Reply length and channel awareness
Reply length is independent of the preset. You can set:
- A global default (
brief,standard,detailed). - A per-channel-kind override: short channels (web chat, SMS, Messenger, Instagram, WhatsApp, voice) and long channels (email, Amazon).
Default if you don’t override: standard everywhere. Override short to brief if your AI is producing emails-on-Twitter; override long to detailed if your email replies feel too clipped.
Context rules
The Personality tab’s Context section lets you add free-form text that augments the prompt with:
- Business description — what your company does, in one or two sentences.
- Customer description — who your customers typically are.
- Business rules — must-do or never-do behavioral rules (“never quote prices in USD; always EUR.”)
- Custom — anything else.
These are appended to the prompt for every specialist in the stack. Use them sparingly — long context bloats every reply.