---
title: "Brand tone"
description: "How your Support Agents sound: tone, emoji, formal you, words and sign-off."
source: https://hiy.ai/docs/tone
---

# 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

1. **Open Settings › Workspace › Brand tone** — Choose **Neutral**, **Friendly**, **Professional** or **Direct**. A change saves at once.

2. **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**.

3. **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](/docs/what-it-answers) and [Handover](/docs/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.

## Related

- [First impression](/docs/first-impression) — The greeting and suggested questions visitors see first.

- [Support Agents](/docs/support-agents) — Put an agent on your site to answer your customers.

- [Email](/docs/email) — Forward your support address to your agent.

- [Handing over to a person](/docs/handover) — When and how your agent passes a chat to your team.