Set your brand voice, working hours and social links
The account-wide profile every AI agent inherits.
Your Organisation page holds the baseline your AI agents speak and act with: Brand voice (tone, language, do's and don'ts, emoji), Working hours, and Social links the agent may share. Set them once and every AI agent inherits them, unless an agent sets its own persona.
Brand voice
- Tone: pick one of Friendly, Professional, Playful, Concise, Empathetic or Formal, or choose Custom persona and describe the voice in your own words. A custom persona replaces the preset tone.
- Language style: Match customer replies in the customer's language; Fixed language always replies in one language. Pick the language from the menu. With Match customer, it is the fallback used when the customer's language cannot be detected.
- Do's and Don'ts: short rules, up to 3 of each.
- Sample phrases: optional example lines the agent can echo to stay on-voice, up to 3.
- Emoji usage: None, Minimal or Expressive.
A Save changes bar appears as soon as you edit something. Select Cancel to undo your edits.
Working hours
These hours are account-wide. AI agents use them to answer questions like "are you open?", and the off-hours auto-reply set in Conversation settings is sent outside them. It is the same working-hours setting in both places, so you only maintain one.
Social links
- 1Select Add platform and choose one: Instagram, Facebook, X / Twitter, LinkedIn, YouTube, TikTok, WhatsApp, Website or Google Business. You can also add a Custom link with your own name.
- 2Paste the full URL.
- 3Leave AI Agent can share on for links the agent may send to customers, or turn it off to keep a link on file only.
- 4Select Save changes.
Each platform can be added once, except Google Business and Custom link, which allow up to 3 each. A counter at the top shows how many links are shareable.
Common questions
Can one AI agent sound different from the rest?
Yes. Every agent inherits this brand voice unless it sets its own persona. See Choose an AI agent type.
Why does the agent not share a link I added?
Check that AI Agent can share is on for that link and that the URL is filled in. Only links with both count as shareable.
Do working hours change when campaigns send?
Not from here. These hours drive AI answers about opening times and the off-hours auto-reply.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.