Personality

What it is

The Personality tab holds the texts that guide the agent: how it introduces itself, how it talks, what it needs to achieve in the conversation and what it must not do. It’s the first tab on the agent screen and the one that most affects its answers.

1. When to use

• Right after creating the agent, to review what the platform generated;
• When the agent is answering in a different tone than you want;
• When it does something it shouldn’t, like promising a discount or talking about things outside your business;
• When the goal of your customer service changes, for example from answering questions to booking visits.

2. Where to find it

1. Open the project and click AI Agent Robots in the side menu.
2. In the Chatbots List, click the agent.
3. The screen opens on the Personality tab.

3. Introduction fields

4. Behavior fields

The counter in the corner of each box shows how many characters you’ve used.

These four fields accept formatting: headings with #, lists with - and bold with **. Turn on the Visualização Amigável (friendly view) switch, next to each field’s name, to see the formatted text. To edit again, click the text or turn the switch off.

💡 Tip: splitting long texts into blocks with headings makes the instructions clearer for the AI and easier to adjust later.

An example of Restrictions and Limitations organized in blocks:

# Out-of-scope topics
- Don't give medical, legal or financial advice.
- Don't talk about competitors.

# Business limits
- Don't offer discounts or negotiate deadlines.
- When the customer asks for a special deal, hand over to a human agent.

5. Auto-complete with AI

If you don’t know where to start or want to change a lot at once, use the button with the sparkle icon ✨ at the top of the form.

1. Click the ✨ icon. The Auto-complete window opens.
2. Describe the change you want, for example “make the tone more casual and focus on booking visits”.
3. Click Autocomplete with AI and wait for the fields to be filled in.
4. Click Done, review the result and click Save.

⚠️ Heads up: auto-complete only changes the form. Nothing applies to the agent until you save.

6. Tools and other settings

Besides the text fields, the tab has three blocks:

• Tools and Integrations: what the agent can use during the conversation, like looking up customer data, processing orders or sending emails. Click Add to include a tool. Until you add one, you’ll see “No tools configured yet.”;
• Disable button generation: on compatible channels, the agent can suggest quick reply buttons. Turn this switch on if you don’t want buttons. With it off, the Limite de botões gerados (2 a 5) field (button limit, 2 to 5) sets how many buttons the AI can create at a time;
• Avançado (Advanced): collapsed by default. Click it to open and choose the Language Model the agent uses and the Processing display, which sets what the customer sees in the chat while the agent works: just the standard indicator, one line with the current activity (Compact status) or the activity with a task list (Status and tasks).

7. Save, test and publish

At the bottom of the page there are two buttons:

After the first version is published, customers only see what was published. While the agent has no published version, its channels answer with the current draft.

To check before publishing, click Test at the top of the screen and choose Draft in the test window. The full cycle is in Your First Agent.

📌 Editing at the same time as someone else? If the draft is changed in another session, the platform lets you know and asks whether you want to load that change or keep yours. Before publishing, it asks you to reload the latest version.

8. Frequently asked questions