How do I control how the agent sounds?

Open Workspace → AI Agent → Behaviour. Tone of voice has two settings: how customers are addressed, and which of four tones the agent writes in.

Both are style only. Changing the tone never changes what the agent is allowed to claim, promise or quote — that is decided by your facts, your guardrails and your price policy, and none of them move when you pick a different tone.

How customers are addressed

Two options: Formal (u · Sie · vous) or Informal (je · du · tu).

This applies only in languages that have a formal "you". English has none, so an English conversation reads the same either way — the setting still matters for your Dutch, German and French customers.

Picking nothing leaves it to the assistant, which reads the customer's own register and follows it. That is a reasonable default if your customers are split between trade and consumer.

The four tones

Each tone answers the same question — "when is my file ready?" — differently:

• Warm — "Good news — the file is on track and will be ready around two. Have a great afternoon!"
• Professional — "The file will be ready at approximately 14:00. We will notify you on completion."
• Brisk — "File ready around 14:00. We'll let you know."
• Playful — "Almost there — the tuning magic lands around two!"

The samples update as you select, so you can read the difference before you save rather than discovering it in a customer thread.

Which one should I pick?

Match the channel your customers actually reach you on. WhatsApp conversations with trade customers read naturally in Brisk; a consumer-facing website enquiry usually wants Warm or Professional. Playful suits a consumer brand and reads badly in a dispute — if you handle complaints on the same channel, it is the wrong choice.

Going back to the default

Reset to default clears both settings. The agent then uses its own voice, which is close to Professional and follows the customer's register.

The tone changed but replies read the same

Tone applies to new replies, not ones already drafted. A draft sitting in your inbox was written under the old setting — discard it and let the agent redraft if you want to see the change.