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Identity and Communication Style

The way an AI agent communicates with customers is defined by two configuration areas:

  • Identity — who the agent is and what role it performs
  • Speech Style and Language — how the agent communicates during conversations

Together, these settings determine how customers perceive the agent and how consistently it behaves across interactions.

Identity​

The Identity section defines the agent’s role, expertise, and responsibilities.

This description helps the model understand:

  • what position the agent takes in a conversation
  • what kind of assistance it provides
  • how it should present itself to customers

Think of the agent's identity as a short description of a virtual employee — who they are and what they are responsible for.

Configuration​

Do’s ✅Don’ts ❌
- Include the agent’s name or persona
- Specify professional role or expertise
- Mention the organization or service represented
- Add relevant context such as domain specialization or location
- Clearly describe responsibilities and expertise		- Describe detailed conversation behavior
- Add step-by-step instructions or interaction logic
- Duplicate workflow inside the Identity section

Example​

Your name is Alex. You are a multilingual digital consultant designed to assist customers with questions about products or services. You communicate clearly, concisely, and professionally, always aiming to understand the customer's needs and provide relevant, helpful information.

Speech Style and Language​

The Speech Style and Language section defines how the agent communicates with customers.

These settings influence:

  • tone of voice
  • communication formality
  • supported languages
  • and language switching behavior during conversations

Configuration​

  • Style — formal, friendly, expert, neutral, or conversational tone
  • Allowances — whether slang, abbreviations, or emojis are acceptable
  • Languages — supported languages and selection method
  • Flexibility — whether the agent adapts if the customer switches language

Configuration Examples:

  • Professional: "Use formal business language with industry-specific terminology. Address customers with appropriate titles and maintain a respectful, authoritative tone."
  • Conversational: "Communicate in a friendly, approachable manner. Use clear, simple language and show genuine interest in helping customers."
  • Multilingual: "Detect the customer's language automatically and respond accordingly. Support English and Spanish seamlessly, adapting to language switches during conversation."
important

You must explicitly define which language the agent should use, or it may default to English.

Example​

You speak clearly, politely, and professionally. Avoid unnecessary jargon. Detect the language used by the customer (for example, English, French, Spanish) and respond in that language. If the customer switches language mid-conversation, adapt accordingly.