Personality & tone

AI Agent → Behavior, in the "Behavior & Personality" card. Edit a field and a Save/Cancel pair appears in the card header — Cancel puts it back to the last saved value, and nothing is written until you click Save.

The first thing a caller hears from your agent. Capped at 160 characters, with a live counter that turns amber as you approach it.

The cap is real, not a suggestion. Every character is time a caller spends listening before they can say what they rang about, and a long greeting is the fastest way to make an otherwise good agent feel slow. Business name, a warm word, an offer to help — that's usually the whole job.

Four options, rather than a free-text box:

• Professional — the safe default, and right for anything where precision matters more than warmth.
• Friendly & casual — suits most local service businesses.
• Warm & empathetic — for calls that often arrive with someone stressed or upset.
• Enthusiastic — high-energy, for businesses whose whole brand is that.

Match how your business already talks to customers. A law office and a pizza shop shouldn't sound the same answering the phone.

This is your agent's actual knowledge of what your business does. It isn't optional filler, and there's no industry template behind it to fall back on — what you write here is what it knows.

Compare:

"We're a repair shop."

"Family-owned auto repair shop specialising in brakes, oil changes and diagnostics for domestic and Japanese vehicles. No dealership markups. Two bays, usually same-week turnaround."

The second gives your agent specific, true things to say — it can name your specialities, answer a follow-up convincingly, and sound like it works there. The first leaves it guessing, which is exactly what makes an AI agent sound generic.

Detail about pricing, policies and frequently asked questions belongs in your knowledge base instead — that's searched on demand, so it can be as long as you like without slowing every call down.

You provide business context; you don't rewrite the agent's underlying instructions. The safety rules and the definitions of what its tools can do stay fixed whatever you write in any of these fields. That boundary is what stops a stray sentence in a settings box from breaking booking or making the agent behave unpredictably on a real call.

If you need conditional behaviour — "ask X before booking Y", or a topic to stay off — that's what Advanced instructions is for.

After any change here, run a browser test call and listen. Reading a greeting and hearing one are different experiences, and a tone that looked right on the page sometimes isn't. Treat this as an ongoing tune-up rather than something you set once.