Skip to main content
Each agent ships with sensible defaults, but you can tune how it presents your brand and behaves. Open an agent from Agents and use Persona to edit these settings.

​
Persona name

The name your agent introduces itself with (for example, “Rebecca”). It appears in the agent’s greeting and throughout the conversation, so pick something that fits your brand voice.

​
Instructions override

The agent has built-in instructions tuned for its vertical. You can layer your own guidance on top — for example, emphasizing a particular product, tone, or how to handle common questions. Your override refines the default behavior rather than replacing the agent’s core qualification logic.
Keep instruction overrides short and specific. The agent already knows how to qualify a lead — use overrides to add the things that are unique to your business.

​
Re-engagement cadence

How persistently the agent follows up with contacts who go quiet is controlled by its re-engagement settings. The field is pre-filled with a sensible default; you can override it to make follow-ups more or less aggressive. See Re-engagement.

​
Default outbound channel

Each agent has a default channel it uses to start outbound conversations (typically SMS). Inbound conversations always continue on whichever channel the contact used to reach you.

​
Duplicating an agent

Need a variation — say, a different team or campaign with its own persona? Duplicate an existing agent to copy its configuration, then adjust the persona and instructions on the copy.
After changing a persona or instructions, use Send a test to hear the difference before your next live lead arrives.