Brand tone
Pick how your Support Agents sound once, and every one of them answers that way. Tone changes how an answer is worded. It never changes what it says.
Set it
Open Settings › Workspace › Brand tone
Choose Neutral, Friendly, Professional or Direct. A change saves at once.
Add the details you want
Emoji (with Friendly only), Formal you, up to 8 Words to use, up to 8 Words to avoid, an Email sign-off and the Answer length.
Press Preview
You see one real sample answer in that tone. Each one stays on screen, tagged with its tone, so you can compare. You get 20 previews a day for the workspace, and they cost no credits.
Change one agent
On a Support Agent, open Profile › Tone. It reads Tone from: Brand tone until you change a field. A field you change reads Edited here, and Reset puts it back to Brand tone. Answer length is set here too.
The four tones
| Tone | It sounds |
|---|---|
| Neutral | Plain and clear. This is how agents sound until you pick. |
| Friendly | Warm and encouraging, with contractions. |
| Professional | Polished and courteous, no slang. |
| Direct | Brisk: the answer and nothing else. |
What never changes
- Facts, numbers and the sources shown with an answer.
- Its honest “I don’t have that” and the words you chose for it.
- The safety checks and the AI label.
- Your greeting, suggested questions and handover sentence, which show as you wrote them.
Good to know
- Words are letters only: no numbers, links or instructions. “Members” works; “never say sorry” does not. Use Rules and Handover for what the agent does.
- Emoji never appear in email replies or on calls.
- The Email sign-off is added to email replies whose email door has no sign-off of its own.
- Expert Twins and Team Agents speak in a person’s voice, so they don’t use Brand tone.
- Only a workspace owner or admin changes Brand tone. An agent’s owner can edit that agent’s Tone.