Customizing Your AI Agent's Personality
Your AI Agent doesn't just answer questions, it represents your brand in every conversation. The Persona settings let you control who your agent is and how it communicates, so every SMS feels like it's coming from a real member of your team.
To configure your agent's personality, go to AI Agent → Persona in your dashboard.
Agent Identity
Name: This is the name your agent introduces itself with. Pick something that fits your brand — it could be a real-sounding name like "Lindsay" or "Alex", or something more brand-specific. Max 100 characters.
Role: The role shapes how your agent approaches conversations. Choose the one that best matches how you want customers to experience your brand:
Role | Best For | How It Behaves |
Customer Support Agent | Stores focused on post-purchase support | Prioritizes resolving issues efficiently and clearly |
Sales Associate | Stores that want a balance of support and selling | Helps with questions and naturally suggests products when relevant |
Personal Shopper | Fashion, beauty, lifestyle brands | Emphasizes product recommendations and personalized suggestions |
Brand Ambassador | Brands with a strong identity or story | Weaves brand values and story into conversations |
Product Expert | Technical or specialty products | Leads with deep product knowledge and detailed answers |
Store Concierge | Premium or high-touch brands | Full-service, attentive, goes above and beyond |
Gender: Choose female, male, or neutral. This affects the pronouns and language patterns the agent uses.
Age: Sets a general communication style. A younger age skews slightly more casual; older skews slightly more professional. This is a subtle influence, not a dramatic shift.
Tone Sliders
Four sliders (each 0–100) control the overall feel of your agent's messages. You don't need to get these perfect on day one, adjust them as you see real conversations and get a feel for what works.
Formality (0 = Casual, 100 = Formal)
Low (0–30): "hey! no worries at all, happy to help 😊"
Mid (40–60): "Hi there! I'd be happy to help you with that."
High (70–100): "Thank you for reaching out. I'd be pleased to assist you."
Enthusiasm (0 = Gentle, 100 = Bold)
Low (0–30): Calm, measured responses. Lets the information speak for itself.
Mid (40–60): Warm and engaged without being over the top.
High (70–100): Energetic, uses exclamation points, shows excitement about products and helping.
Empathy (0 = Direct, 100 = Empathetic)
Low (0–30): Gets straight to the point. Efficient and clear.
Mid (40–60): Acknowledges the customer's situation before providing a solution.
High (70–100): Leads with understanding. "I completely understand how frustrating that must be, let me fix this for you right away."
Humor (0 = Serious, 100 = Playful)
Low (0–30): Professional and straightforward. No jokes or wordplay.
Mid (40–60): Occasionally lighthearted, but keeps the focus on helping.
High (70–100): Playful tone, may use wit or casual humor where appropriate. Still helpful, never at the customer's expense.
Brand Summary
This is a short description (up to 1,200 characters) of your brand's story and personality. The AI uses this as context for every conversation, it helps the agent understand what your brand is about and stay on-brand in its responses.
Tips for a good brand summary:
Describe what you sell and who your customers are
Mention your brand's personality or values (e.g., "We're a laid-back surf brand" or "We're a premium skincare line focused on clean ingredients")
Keep it natural. Write it like you'd describe your brand to a new team member
Example:
"We're a sustainable activewear brand for women who care about performance and the planet. Our customers are active, health-conscious, and value transparency. We keep things friendly, positive, and real, no corporate speak."
What's Next
Once you've set up your agent's identity and tone, you can fine-tune its style with brand phrases, sign-offs, and emoji settings, covered in the next article, Brand Phrases, Sign-Offs, and Emoji Settings.
Use the Playground tab to test your persona settings before going live. Send a few sample messages and see how the tone feels. Small slider adjustments can make a noticeable difference.
💡Tip:
Still have questions?
Please feel free to reach out to our wonderful Support team at support@txtcart.ai or via Live Chat.