Decide how the agent communicates

A persona controls communication style: role, tone, form of address and response length. It does not alter facts in the knowledge base and is not a security permission.

Role and tone

Choose a role customers can understand, such as adviser, receptionist or sales assistant. The role should explain what the agent helps with without creating a deceptive human identity. Keep the tone consistent with the brand but flexible enough to acknowledge a customer who has a problem.

Concise answers are particularly useful in messaging and voice. Rather than sending one long paragraph for a complex policy, state the outcome, list necessary conditions and ask for the next relevant detail.

Behaviour boundaries

Persona settings can reflect business preferences such as:

• Formal or conversational address
• Supported reply languages
• Thresholds for collecting a request or handing off
• How recommendations are presented
• Clear wording when knowledge is missing

Do not place passwords, internal system instructions or webhook secrets in persona text. They belong in protected configuration fields.

Testing changes

Run the same ten realistic customer questions before and after changing a persona. Compare more than whether it “sounds good”: check factual accuracy, language consistency, brevity, correct handoff and unnecessary cards. A tone change should not change the underlying retrieval result.