What is AI Personality?
The AI Personality page allows you to define how your AI assistant communicates with customers. This crucial configuration ensures every AI-powered conversation reflects your brand's unique voice, values, and customer service approach.
How to Configure Your AI Personality
Describe Your Brand's Tone of Voice
This section defines how your AI assistant communicates with shoppers.
This field is pre-populated based on your store data to give you a starting point
Edit the existing text to refine keywords or phrases that describe your preferred conversational style
Example: "Professional but approachable, with an enthusiastic tone that conveys expertise while remaining conversational"
Click the Generate for me button if you'd like AI to suggest appropriate tone descriptions based on your website content (note: this will replace your current text)
Use the Polish button (sparkle icon) to optimize your existing tone description for clarity and effectiveness without changing its core meaning
Note: The Polish button doesn't generate new content - it refines what you've already written to make it clearer and more effective for the AI to understand.
Describe Your Brand
This section helps your AI understand your brand's core identity.
This field is pre-populated based on your store data
Review and edit the description to better reflect your brand essence, mission, or focus
Example: "A specialty tea company dedicated to sourcing premium loose-leaf teas from around the world. We focus on quality, sustainability, and education about proper brewing techniques to help customers experience the authentic flavors of each variety."
Click the Generate for me button to have AI suggest a different brand description based on your website (this will replace your current text)
Use the Polish button to refine your existing description for better clarity while preserving your intent
Describe Your Customers
This section helps your AI relate to your typical customer base.
This field is pre-populated based on your store data
Review and edit the description to better reflect your target audience or customer personas
Example: "Our customers are tea enthusiasts ranging from beginners to connoisseurs. They value quality, authenticity, and are often interested in the origins and stories behind each tea. They appreciate detailed brewing instructions and care about sustainability."
Click the Generate for me button to have AI suggest a different customer description based on your website data (this will replace your current text)
Use the Polish button to optimize your existing customer description
How Detailed Will the Responses Be?
Choose your preferred response length from the dropdown menu:
As short as possible: Brief, concise responses ideal for mobile users (recommended for most stores as 70% of shoppers use mobile devices). Best for straightforward questions and quick interactions.
Balanced: Moderate level of detail that works well across all devices. A good middle ground for most stores.
Detailed: Comprehensive responses with more information. Better for complex products that require more explanation or for stores with technically sophisticated customers who expect in-depth information.
Further AI Instructions
This section allows you to provide general guidance that will always apply to your AI's interactions with customers:
Enter instructions that will govern how your AI responds in all situations
These instructions help your AI understand your business context and serve as a reference for all customer interactions
Effective uses include:
Core brand messaging: "Always emphasize our commitment to sustainability and ethical sourcing"
General product information: "Our teas are packaged in compostable materials"
Standard responses: "Begin each conversation with a warm greeting"
Company values: "Express enthusiasm when discussing our direct trade relationships with farmers"
Saving Your AI Personality Changes
When you make edits to any field on the AI Personality page—whether adjusting your tone of voice, brand description, customer personas, or AI instructions—your changes are tracked but not automatically saved. This gives you complete control over when your modifications go live.
How to Save Your Changes:
Make edits to any fields on the AI Personality page (tone, brand description, customer description, or further AI instructions)
Notice the "Unsaved changes" indicator that appears when you modify any field
Review your changes in the live preview panel on the right side of the screen
Click the Save Changes button at the bottom of the page when you're ready to apply your modifications
Your changes are now live and will apply to all new customer conversations
The preview chat automatically resets with a clean session so you can test your updated AI personality
Additional Options:
Reset Changes: Click this button if you want to discard all unsaved modifications and return to your last saved configuration
Navigation Warning: If you try to leave the page with unsaved changes, you'll see a warning dialog asking if you want to keep editing or discard your changes
Why This Matters:
Manual saving gives you the freedom to experiment with different personality configurations, test them in the preview, and refine your content without worrying about accidental saves. Take your time crafting detailed AI instructions—your work stays in draft mode until you're completely satisfied and ready to make it live.
Testing Your AI's Personality
The right side of the screen features a live preview of your AI assistant:
Use the "Check your AI's personality" sandbox to see how your AI will respond
Test with example questions or try different conversation scenarios
Click the preset buttons or type your own messages to simulate customer interactions
See how your AI assistant responds using your configured personality settings
Tips for Effective AI Personality Settings
Match your website's voice: Ensure your AI's tone aligns with your existing website copy and marketing materials
Consider your customer journey: Set response length based on where customers typically interact (mobile users prefer shorter responses)
Be specific with instructions: Instead of "be friendly," specify "use casual language and offer personalized recommendations"
Test with real scenarios: Use the preview to test how your AI handles your most common customer questions
Start with generated content, then refine: Use "Generate for me" as a starting point, then customize to better match your brand
Update seasonally: Adjust instructions for holiday seasons, sales periods, or when introducing new product lines
Troubleshooting
AI prioritizing different instructions: Your AI balances many inputs (personality settings, sales skills, website content, etc.). If certain instructions aren't showing through strongly enough, try making them more specific or emphasize their importance
Instructions seem diluted: The more detailed and clear your instructions, the better your AI can prioritize them among all the information it processes
Competing information sources: If your AI seems confused, check if your website content contradicts your instructions or if different skill sections have conflicting guidance
Fine-tuning is normal: Like training a new team member, your AI might need several rounds of feedback and refinement to fully align with your brand voice
Evolving understanding: As your AI interacts with more customers, you may discover new instruction needs; regular testing helps identify opportunities for improvement