Set the tone and language of replies

Open Setup → Voice to adjust how the assistant speaks. Choose the available tone, emoji and language preferences, then save.

Use automatic language when customers should receive replies in the language they use. A main language helps with ambiguous messages such as “Hi”; a fixed reply language is a stronger preference. Test the exact combination you intend to use.

Write style instructions as observable behaviour: “Use short, friendly sentences. Explain the delivery fee before asking for an address.” Avoid conflicting rules such as “always be brief” and “explain every detail in every reply.”

Channel-specific voice and agent-specific instructions can also affect the result. If one channel sounds different, inspect Channels → Settings → Your assistant on this channel and the assigned agent.

Test a greeting, a detailed enquiry, a complaint and a multilingual exchange in Practice. Check facts as well as tone. A pleasant reply that promises an unavailable service still needs correction.

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