A good WhatsApp assistant gives accurate information, but it also needs to sound like your brand. In the AI Agent's Personality section, you define how it talks to your customers and what it does when it cannot answer.
First enter the Agent Name: the name the agent uses (e.g. "Lea from [Your Store]"). The page is then organized in four tabs: Tone & Style, Vocabulary, Instructions and Business Context.
Formality: informal or formal address.
General Tone: Relaxed, Standard, Premium or Luxury. Pick the one that matches your positioning, then fine-tune with your Custom Instructions.
Emojis: 4 levels, Never, Rare, Moderate or Frequent.
Answer length: 3 levels, Short (2 to 3 sentences), Standard (4 to 6 sentences) or Detailed (no limit).
Greeting Formula and Closing Formula: how the agent opens and closes its messages.
Signature Expressions: expressions specific to your brand that the agent can use (10 maximum).
Forbidden Words: terms the agent must never use (20 maximum).
Two fields complete the description of your brand: Brand Voice (1,000 characters maximum), to describe how you talk, and Key Information, for the essential information the agent must know.
The Custom Instructions (6,000 characters maximum) guide the structure and style of the answers. Examples:
"Use short sentences."
"Never offer a discount."
"Recommend our premium line first."
Custom Instructions take precedence over your sources (website pages, documents, Custom Q&A): in case of conflict, the AI follows your instructions. This is the right place for a rule that must always apply. See Control your answers with Custom Q&A.
"Take a warm but very refined approach. Use vocabulary tied to elegance and brilliance. Be attentive, like a grand hotel concierge, but stay approachable."
Without instructions: "This necklace is made of 18-karat gold."
With these instructions: "This necklace is crafted in 18-karat gold, for a timeless brilliance that will elevate your outfits."
Enter your shipping and returns information, your hours and your current promotions. Each field accepts up to 5,000 characters.
At the bottom of the page, this block sets what the AI does when it cannot handle a request:
the escalation mode: Hand off to a human (the AI pauses and your team is alerted) or Give a contact email (the AI gives an address and keeps replying);
Public contact email: the address given to the customer, required in Give a contact email mode;
Enable automatic AI re-activation: turns the AI back on automatically after an escalation, once the chosen delay has passed (7 days by default).
All the details in AI Agent escalation to your team.
In the left menu, click AI Agent, then open Personality.
Fill in each tab, then the When the AI can't answer block.
Click Save.
Run a few conversations in the Playground (free). If the AI feels too casual or too distant, adjust the tone or your Custom Instructions.
See also Discover the Kanal AI Agent.
