Set an agent’s persona and model
Give the agent a name to use on the phone, a role, a tone, goals and rules, and choose how fast or capable its model is.
Where to find it
Voice › Agent voice › Persona and model
Open this screen
Steps
- Open Voice › Agent voice and choose the AI agent at the top.
- In Persona and model, fill in Persona name, Role, Tone, Language, Goals and Rules.
- Choose the Model.
- Press Save persona.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Persona name | The name the agent uses on the phone, up to 60 characters. | — |
| Role | What it is, for example a receptionist who books appointments. Up to 200 characters. | — |
| Tone | Friendly, Professional, Playful, Concise or Empathetic. | Not set |
| Language | The main language of your calls, or The caller's language. Choosing a language (not The caller's language) also sets the call language of the agent and of the lines it answers. Each reply still follows the caller’s language. | Not set |
| Goals | What a call should achieve. Up to 1,500 characters. | — |
| Rules | What it must always or never do. Up to 3,000 characters. | — |
| Model | Standard (fast), Fast or More capable (slower). A more capable model answers callers a little later. | Standard (fast) |
Troubleshooting
“Choose one of the listed models.”
Pick one of the models in the list and save again.
Tips
- Live calls read the saved persona together with the prompt.
- Unsaved changes shows until you press Save persona.
Good to know
- Only models this service runs are listed.
- Only workspace managers can change the persona; others can read it.
Related how-tos
- Start an agent from the agent library Fill an agent’s prompt and persona from a ready-made phone persona for your type of business.
- Write an agent’s prompt with Build with AI Describe the agent you need, by typing or by voice, and get a draft persona and system prompt to review.
- How an AI agent answers on a call Know what an agent reads before each reply, and the rules it always follows.
- Agent voice Set up one AI agent's voice conversations: its prompt, call voice, engine, transcriber, messages, limits and quick replies.