Test and deploy your agent

Tuning personality, tone, and supported languages

Tuning your AI agent’s personality, tone, and supported languages is essential to creating a consistent, effective, and engaging customer experience across all interactions. Unless provides flexible tools to customize how your AI sounds, how much it says, and which languages it supports, ensuring the agent aligns perfectly with your brand voice and customer needs.

configuring the AI personality and tone

The personality of your AI agent shapes how it communicates with customers, making interactions feel natural and on-brand. Unless lets you select from predefined voice profiles or create a custom persona, then fine-tune the tone using four adjustable dimensions.

voice profiles

You can start with one of four baseline voice profiles:

• Friendly: Approachable, uses first names, and short sentences.
• Empathetic: Acknowledges feelings first, uses a measured pace, and “reads the room.”
• Direct: Gets straight to the point with minimal filler and clear next steps.
• Professional: Uses polished language, structured answers, and a formal register.

These profiles provide a foundation that you can adjust further with tone sliders.

tone sliders

Four tone dimensions let you precisely control how the agent writes every reply:

• Warmth (Cool to Warm): Controls how personal or neutral the agent sounds. Warm tones use softer phrasing and acknowledge the customer’s situation, while cool tones are factual and neutral.
• Pacing (Brief to Detailed): Determines the length and depth of responses. Brief answers are concise, while detailed ones add context, explanations, and links to related content.
• Formality (Casual to Formal): Adjusts the register and word choice. Casual tones use contractions and everyday language; formal tones avoid slang and use complete sentences.
• Confidence (Tentative to Assertive): Sets how certain the agent sounds. Tentative tones hedge and qualify; assertive tones state facts clearly and recommend decisively.

You can move each slider independently to combine traits, such as a warm but direct tone. A live sample reply updates instantly as you adjust settings, helping you preview how the agent will sound before saving.

custom personas and rules

If none of the default profiles fit your brand perfectly, you can define a custom persona with a short description (up to 200 characters) to guide the AI’s behavior. Additionally, you can add custom rules on top of an existing persona to further shape responses without starting from scratch.

configuring personality per customer moment

Unless supports different personalities for each customer journey moment—Acquisition, Retention, Expansion, and Support. For example, your Support agent can sound warm and detailed, while your Acquisition agent is more direct and assertive. This ensures the AI’s tone matches the context and customer expectations at every stage.

setting response length

You can control how verbose or concise your AI’s answers should be from the Configuration tab. Longer, detailed responses are generally recommended for complex or nuanced industries, but it’s best to test different lengths to find what works best for your audience.

managing supported languages

Unless allows you to configure which languages your AI supports. By default, all languages are enabled, but you can restrict the AI to only respond in specific languages your organization supports. You should also select a fallback language to be used when the AI cannot confidently determine the user’s language.

This multilingual support helps you serve a diverse customer base while maintaining accuracy and compliance.

customizing the AI layout and user experience

If you have the Unless script installed on your website or help center, you can customize the AI’s visual layout and interface using the AI component editor. Options include:

• View types: Popover chat box, conversation center overlay, or side panel.
• Starting message: The first message users see when they start interacting.
• Branding: Add logos, colors, and default conversation names.
• Contact tab: Provide up to three contact cards for escalation paths, such as support or booking meetings.
• Search tab: Enable or hide a search interface for users to find related content or tickets.

You can also customize placeholder text, tab labels, and feedback replies for thumbs up/down.

publishing your changes

After configuring personality, tone, languages, and layout, remember to save your changes and create a new version to publish. The AI will not be visible to end users until you deploy it with an AI starter button or other conversational UI component.

summary

Tuning your AI’s personality, tone, and supported languages in Unless is a powerful way to ensure your AI agent communicates clearly, consistently, and appropriately for every customer interaction. By selecting voice profiles, adjusting tone sliders, managing languages, and customizing the user interface, you create a seamless, branded experience that adapts dynamically across the customer journey. Use the live previews and testing tools to refine your settings before going live, and leverage per-moment personality configurations to match your brand voice to each stage of engagement.