An effective WhatsApp assistant is about more than accurate information: it also needs to reflect your brand identity. In the AI Agent's Personality section, you can configure your company's "voice" so every interaction stays consistent with your brand image.
The name is the first layer of personalization. Giving your AI a name humanizes the relationship and makes the role of the assistant clear to the customer.
Why give it a name? It creates instant closeness. A customer would rather chat with "Lea from [Your Store]" than with an anonymous interface.
Tip: Pick a name that reflects your brand's spirit (friendly, expert, or even an original name tied to your world).
The tone defines the AI's overall attitude in its conversations. You can pick from several predefined options depending on your positioning:
Professional: Polished, precise, formal language. Ideal for B2B or traditional high-end services.
Friendly: A warm, relaxed, approachable tone. Perfect for fashion, lifestyle, or cosmetics brands.
Luxury: Refined, elegant vocabulary focused on exclusivity. Ideal for jewelry, haute couture, or exceptional products.
Technical: A factual, expert, detailed tone. Recommended for tech products, tools, or specialized supplements.
This is where you give your most precise directives. Custom Instructions let you guide the AI Agent on how to structure its answers and the finer points of its language.
You can include guidelines such as:
Formal or casual address: Specify whether the AI should address customers formally or casually.
Writing style: "Use short, punchy sentences" or "Give detailed, educational answers".
Emoji usage: "Use emojis generously to sound friendly" or "Don't use any emojis to stay understated".
If you run a jewelry store, your instructions could be:
"Take a friendly but extremely luxurious approach. Use vocabulary tied to refinement and brilliance. Be highly attentive, like a grand hotel concierge, but stay approachable so you don't intimidate the customer."
These settings directly influence how the AI draws from your sources (Website Knowledge or Shopify).
Without instructions: The AI gives a raw answer: "This necklace is made of 18-karat gold."
With a luxury tone: The AI replies: "This magnificent necklace is crafted in 18-karat gold, offering a timeless brilliance that will elegantly elevate every one of your outfits."
Go to the AI Agent section > Personality tab.
Enter your agent's Name.
Select the Tone from the dropdown list.
Write your Custom Instructions in the dedicated field to fine-tune the behavior.
Click Save to apply the changes.
Your AI Agent's personality is not set in stone. We recommend running a few test conversations after configuring these fields. If you find the AI too casual or, on the contrary, too distant, simply adjust your custom instructions to find the perfect balance for your brand.
