On the Identity tab you set who the agent represents and how it sounds in writing.
Identity
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Organisation Name: the name the agent uses when it refers to your company.
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Default language: the language the agent starts a conversation in. When the agent detects that the customer is speaking another language, it switches to that language.
Tone of voice
Pick one of four presets. Hover over a preset to read its description.
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Friendly: warm, approachable, and human without losing clarity.
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Neutral: balanced and clear, with a calm and unbiased tone.
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Matter-of-fact: direct, concise, and focused on the essential information.
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Professional: polished, respectful, and formal while staying helpful.
Two settings refine the preset:
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Response length: Concise, Standard, or Thorough.
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Emoji use: Use or Avoid.
Custom tone of voice
If no preset fits, click Custom and describe how the agent should sound. Cover tone, style, answer length, and emoji use in your instructions. While custom instructions are active, Response length and Emoji use follow your instructions, so the separate settings are unavailable. Select a preset to switch back.
Tips for writing instructions:
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Write in English. Language models follow English instructions most reliably.
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Be specific. "Limit answers to five sentences" works better than "keep it short".
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One instruction per line.
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Test in the conversation preview and adjust until it sounds right.
Tone of voice shapes how the agent phrases its answers. What the agent says comes from your knowledge and tools.