How to set your AI Employee tone and response style

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Customize your AI's personality by selecting a base tone, adding custom instructions, and configuring formatting rules in the Tone & Style settings.

    Who this article is for

    This article is for administrators and marketing managers responsible for maintaining brand consistency across customer communications.

    Overview

    The tone of your AI Employee should match your brand's voice. GEVADE CRM allows you to customize whether the AI sounds professional, casual, enthusiastic, or empathetic.

    Before you begin

    • Configure the basic AI Employee profile
    • Determine your brand's voice and tone

    Step 1: Step 1: Access Tone Settings

    Navigate to Settings > AI Employee and select the 'Tone & Style' tab.

    Step 2: Step 2: Select a Base Personality

    Choose a base personality that aligns with your brand. Options typically include Professional, Friendly, Direct, or Empathetic. This sets the baseline for the AI's vocabulary.

    Step 3: Step 3: Define Custom Instructions

    In the custom instructions box, add specific rules. For example: 'Always address the customer by their first name,' 'Never use slang,' or 'Keep responses under three sentences.'

    Step 4: Step 4: Configure Emoji Usage

    Specify whether the AI is allowed to use emojis. You can choose to allow them freely, restrict them to specific types (e.g., only professional emojis), or disable them entirely.

    Step 5: Step 5: Set Formatting Rules

    Determine how the AI should format lists or complex information. For instance, you can instruct it to use bullet points for readability when listing services.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. The custom instructions field is powerful. Be clear and direct with your commands. The AI interprets these instructions literally.

    Important clarification

    Providing contradictory instructions (e.g., 'Be very enthusiastic' and 'Keep responses extremely brief and direct') can confuse the AI and lead to awkward responses. Keep your tone guidelines consistent.

    Resolution guidance

    What if the AI's tone feels off during testing?

    Review your custom instructions. Often, simplifying the commands or choosing a different base personality resolves the issue.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.