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Open Agents, select an agent, then Tone & Voice. This shapes how replies read, not what the agent investigates. For example, you might make the Chat Widget warmer for the end users it talks to, and keep the Support Agent brief and direct for your team. The Tone & Voice tab

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Presets

Pick a starting point:
  • Technical: precise and direct, for developer-facing support.
  • Friendly: warmer and more conversational.
  • Concise: shortest answer that resolves the ticket.
  • Empathetic: leads by acknowledging the customer’s situation.
  • Custom: start from an empty box and write your own.
Selecting a preset fills the instructions with its wording, which you can then edit.

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Instructions

The instructions are plain language, applied to every reply the agent drafts. Write the things a new teammate would need to be told: sign-offs to use or avoid, words your customers don’t know, whether to apologize, how formal to be.

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Publishing

Your edits stay a draft until you press Publish, so the agent keeps using the last published version while you work. Under the version history, each version shows what changed. Compare any version against the one before it, and roll back if a change made replies worse.
If your workspace has the public agent turned on, you can give it a separate tone from the internal one and resync the two later.