Create your customer service agent's identity

Your customer service agent’s identity shapes how your AI agent introduces itself, represents your company, and interacts with customers.

Create or edit your customer service agent’s identity

1. In your agent settings, select Identity from the sidebar.

2. Complete the sections for Name, Company, Tone, Greeting message and Conversation starters.

3. Select Save in the sections with this option.

Tips for your creating your agent’s identity

Name

The agent’s name is how it refers to itself in conversations.

Choose a name that matches your brand or the experience you want to create, such as “Acme Support Agent” or a friendly persona name.

Company name and description

When selecting a company name, we recommend the following:

• Use the name your customers know you by, and leave out suffixes like “Inc.” or “LLC” for a more relaxed feel.

• If your company has multiple brands, use the one that's relevant to the customer experience the agent will support.

A good company description will help your agent provide more accurate and relevant answers. We recommend that you:

• briefly explain what your company does

• include details about the brands, products or services your agent will support

• include details about the customers it will provide support to

Tone

The tone changes how your agent communicates, but not the facts or details in its answers.

Choose from one of three tones:

• Choose Casual for a friendlier feel, with emojis and informal language.

• Use Standard for a balanced approach of friendliness and professionalism.

• Select Professional for a more formal style.

To test the tone, select a tone and use the test feature to see sample responses. Try asking the same question using each tone to compare the language and style.

Greeting message

Set the first message your agent sends to customers when starting a new conversation.

Use a custom greeting if you want to welcome customers in a specific way, or leave it blank to use the default greeting (“Hi, how can I help you?”).

Conversation starters

Add suggested questions that customers can select to start the conversation. Conversation starters are helpful for common questions, like “How do I reset my password?” or “What are your support hours?” If you leave this blank, customers can still type their own questions to start the conversation.