Creating Personas

A persona defines your AI agent's identity, tone, and behaviour. Choose a persona from the Persona Catalogue, then refine and customize it for your use case.

Add a Persona from the Catalogue

Navigate to AI Agents > Personas
Scroll to the Persona Catalogue section
Browse pre-built personas (Support, Sales, Training, etc.)
Click Add to My Personas on the persona you want
Enter a name and optional description for your instance
If required, configure any variables (e.g., company name, support email)
Click Create Persona

Your new persona will appear in Active Personas or Draft Personas above. From there you can edit, configure behavior, add custom instructions, and assign it to widgets.

Persona Catalogue Options

The catalogue includes personas optimized for different use cases:

E-commerce Support - Returns, shipping, orders
SaaS Support - Features, billing, technical help
Sales Assistant - Product questions, pricing
Training Bot - Learning and onboarding

Select a persona that best matches your needs, then customize it (tone, escalation behavior, custom instructions) to fit your brand.

Basic Information

When adding from the catalogue, you provide:

Name

Give your persona a descriptive name for internal use:

"Friendly Support Agent"
"Technical Support"
"Sales Assistant"

Contacts won't see this name unless you configure it that way.

Description

Optionally describe the persona's purpose:

"Handles general contact inquiries"
"Specialized for enterprise contacts"
"Pre-sales questions only"

Configuration Steps

After creating the basic persona:

1. Configure Behavior

Set how the AI responds:

Tone - Friendly, professional, casual
Response length - Concise, standard, detailed
Escalation threshold - When to offer human support

Detailed configuration guide →

2. Add Custom Instructions

Provide specific guidance:

Business rules
Topics to avoid
Special handling instructions

Custom instructions guide →

3. Set Variables (if using template)

If based on a template, fill in required variables:

Company name
Product name
Support email

Variables guide →

4. Configure Knowledge Access

Optionally limit which content this persona can access:

All content (default) - Persona can retrieve all documents, websites, and FAQs
Restrict to specific content - Use visibility rules on individual items or folders. You can bulk assign many items to a persona at once from the Training page - no need to edit each item individually.

Visibility rules guide →

Testing Your Persona

Before going live:

Go to Widget > Preview
Select your new persona
Test various questions
Verify tone and behavior
Check knowledge access

Configure the widget to use this persona via the Widget page, or pass the persona slug in your embed code when initializing the widget.

Managing Personas

Edit a Persona

Go to AI Agents > Personas
Click on the persona
Make changes
Save

Duplicate a Persona

To create a variation:

Open the persona
Click Duplicate (if available)
Rename and modify
Save

Deactivate a Persona

To remove from use without deleting:

Open the persona
Toggle Active off
Save

Draft personas aren't live in the widget but retain their configuration. You can edit them anytime and turn them on when you have an available persona slot.

Delete a Persona

Go to AI Agents > Personas
Click on the persona to open its detail page
On the Overview tab, scroll to the bottom
Click the red Delete Persona button (on the left, opposite Save Changes)
In the confirmation dialog, type yes to confirm
Click Delete Persona

You cannot delete a persona if it's the only one. Create another persona first. Locked personas must be unlocked before they can be deleted.

Resolution rates by persona
Escalation rates
Contact feedback

Iterate Based on Data

Use insights to improve:

Adjust tone settings
Add custom instructions
Refine knowledge access