Persona defines how your agent comes across: what it calls your organisation, how it speaks, how it greets customers, what happens when it can't help, which voice it uses in phone calls, and how its email replies are formatted.
You can find Persona in the menu on the left. The page has five tabs:
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Identity: your organisation's name, the agent's default language, and its tone of voice. See Identity and tone of voice.
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Welcome: the message that opens every conversation. See Welcome message.
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Handover: what the agent does when it can't help and a human should take over. See Handover to live agent.
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Voice: the voice the agent speaks with in phone calls, and the filler phrases it uses while it works. See Voice settings.
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Email: the template around the agent's replies in email conversations. See Email template.
The conversation preview on the right shows an example chat with your current settings. It updates as you edit, so you can see the effect before you save.
Changes apply when you click Save. While a field has an error, Save is unavailable and shows what to fix. If you leave the page with unsaved changes, HALO asks whether to save or discard them.