Customize AI Agent's tone of voiceUpdated 4 minutes ago
Who can use this feature?
Tone of voice is how AI Agent sounds when it talks to your customers: the words it chooses, how formal or casual it is, and the overall feeling of its replies. Configuring tone of voice ensures that every reply feels consistent and on-brand, whether customers are talking to AI Agent or your human team.
Tone of voice controls how AI Agent sounds in conversations. To control how it handles specific topics or situations, use guidance instead.
Your tone of voice instructions apply regardless of the language AI Agent replies in. You can write them in English even if AI Agent serves customers in other languages.
Set a tone of voice
There are 4 tones of voice to choose from:
| Tone of voice | Description |
|---|---|
| Friendly | Warm, approachable, and casual. Conveys openness and a willingness to connect on a personal level. |
| Professional | Formal, respectful, and focused. Maintains a business-like demeanor and avoids colloquial language. |
| Sophisticated | Refined, cultured, and elegant. Conveys depth and intelligence through more considered language. |
| Custom | Write your own tone of voice instructions. Use this if your brand has its own voice guidelines. |
To set a tone of voice:
- From the main menu, go to AI Agent.
- If you have more than 1 Shopify store connected to Gorgias, use the dropdown at the top of the AI Agent menu to select a store.
- Select Settings.
- Under Tone of Voice and Language, select the tone that best fits your brand.
- Select Save Changes.
Use a custom tone of voice
If your brand has its own tone of voice guidelines, select Custom to write your own instructions. A text field appears where you can describe how AI Agent should communicate in plain language (up to 5,000 characters).
Focus on style principles: how AI Agent should sound, what words and phrases fit your brand, and what general behaviors to avoid. Instructions about specific situations ("when a customer asks about returns, do X") belong in guidance, not in tone of voice.
Test your tone of voice
After configuring your settings, use test conversations to simulate a customer conversation and verify that AI Agent replies the way you expect. Tone of voice usually takes a few iterations, so it's worth testing before you go live and revisiting after you see real customer conversations.
- From the main menu, go to AI Agent, then select Test.
- Configure the channel (Email, Chat, or SMS) to match the channel you want to test.
- Type a question in the Ask a question field, then select Send.
- Review AI Agent's response to confirm the tone, phrasing, and format match your preferences.
- Adjust your tone of voice settings as needed, then select Save Changes.
For more advanced testing, including how to simulate conversations with a specific customer profile or order history, see Preview AI Agent responses with test conversations.
