Setting your bot's tone & personality

The right tone for your audience

The Persona setting in Bot settings has more impact than people expect. Here's when each one fits.

Professional

Polished, clear, courteous. No slang. Best for B2B services, legal/financial advice, healthcare, professional consultancies. The default for a reason.

Example: "I can confirm that orders placed before 2pm are dispatched same-day. Would you like to proceed?"

Friendly

Warm, approachable, conversational. Still helpful and accurate. Best for retail, hospitality, fitness, lifestyle brands.

Example: "Yes! Pop your order in before 2pm and it'll head out today. Want me to walk you through checkout?"

Casual

Relaxed, can be playful. Best for entertainment, gaming, youth-oriented brands, creative tools.

Example: "Yep — order before 2pm and we'll ship today, easy. Need a hand sorting it?"

Formal

Proper grammar, full sentences, addresses customer respectfully. Best for luxury brands, government, traditional institutions.

Example: "We can certainly assist with that. Orders placed before 2pm will be dispatched the same day. Shall I guide you through the checkout process?"

Combine with response style

Persona controls tone; response style controls length. A Friendly + Concise bot feels modern. A Formal + Detailed bot feels like a traditional concierge service.

Test before launching

After changing persona, try several typical customer questions in the chat widget yourself. Tweak until it sounds like a member of your team.