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Configuring agent personality

Agents

Internal agent

Categories

Configuring customer agent

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Description

Configuring agent personality manually requires careful prompt crafting to achieve the right tone, voice, and communication style - without inadvertently affecting how the agent handles procedures or uses tools. Getting the balance right between friendly and professional, concise and thorough, is tricky.

You can use the Internal agent to help with personality updates by simply describing your desired tone, brand voice, or communication style in chat - or by attaching brand guidelines and style documentation.

The Internal agent automatically reads your current personality configuration, updates the personality file to match your desired style, researches historical tickets to find representative conversations, and creates test simulations - so you can validate the new tone before you publish it.

Example

Configuration

Tools

Search memory

Parahelp

Search through memory files for specific keywords.

Read support file

Parahelp

Read specific memory file.

Configure memory file

Parahelp

Create, update, or delete memory files.

Research support tickets

Parahelp

Deep research support tickets.

Create test simulations

Parahelp

Create, run, and evaluate test simulations.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp update our agent's personality to sound more friendly and approachable, while staying professional. Use emojis occasionally.")

  2. Agent action: Parahelp - Read support file ("personality.md")

  3. Agent action: Parahelp - Updated base file ("personality.md" - +8 lines, -4 lines)

  4. Agent action: Parahelp - Researched support tickets ("general inquiries" - 156 results)

  5. Agent action: Parahelp - Created test simulations ("FAQ response - friendly tone" - passed + "Billing question - professional" - passed)

  6. Agent action: Parahelp - Send status message ("I've updated the agent's personality to be friendlier and more approachable while maintaining professionalism. I tested it against real customer conversations - the tone is now warmer with occasional emoji use. To set it live, approve the configuration.")

Example

Configuration

Tools

Search memory

Parahelp

Search through memory files for specific keywords.

Read support file

Parahelp

Read specific memory file.

Configure memory file

Parahelp

Create, update, or delete memory files.

Research support tickets

Parahelp

Deep research support tickets.

Create test simulations

Parahelp

Create, run, and evaluate test simulations.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp update our agent's personality to sound more friendly and approachable, while staying professional. Use emojis occasionally.")

  2. Agent action: Parahelp - Read support file ("personality.md")

  3. Agent action: Parahelp - Updated base file ("personality.md" - +8 lines, -4 lines)

  4. Agent action: Parahelp - Researched support tickets ("general inquiries" - 156 results)

  5. Agent action: Parahelp - Created test simulations ("FAQ response - friendly tone" - passed + "Billing question - professional" - passed)

  6. Agent action: Parahelp - Send status message ("I've updated the agent's personality to be friendlier and more approachable while maintaining professionalism. I tested it against real customer conversations - the tone is now warmer with occasional emoji use. To set it live, approve the configuration.")

Example

Configuration

Tools

Search memory

Parahelp

Search through memory files for specific keywords.

Read support file

Parahelp

Read specific memory file.

Configure memory file

Parahelp

Create, update, or delete memory files.

Research support tickets

Parahelp

Deep research support tickets.

Create test simulations

Parahelp

Create, run, and evaluate test simulations.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp update our agent's personality to sound more friendly and approachable, while staying professional. Use emojis occasionally.")

  2. Agent action: Parahelp - Read support file ("personality.md")

  3. Agent action: Parahelp - Updated base file ("personality.md" - +8 lines, -4 lines)

  4. Agent action: Parahelp - Researched support tickets ("general inquiries" - 156 results)

  5. Agent action: Parahelp - Created test simulations ("FAQ response - friendly tone" - passed + "Billing question - professional" - passed)

  6. Agent action: Parahelp - Send status message ("I've updated the agent's personality to be friendlier and more approachable while maintaining professionalism. I tested it against real customer conversations - the tone is now warmer with occasional emoji use. To set it live, approve the configuration.")

Example

Configuration

Tools

Search memory

Parahelp

Search through memory files for specific keywords.

Read support file

Parahelp

Read specific memory file.

Configure memory file

Parahelp

Create, update, or delete memory files.

Research support tickets

Parahelp

Deep research support tickets.

Create test simulations

Parahelp

Create, run, and evaluate test simulations.

Simulation

  1. Team action: Slack - Submit query ("@Parahelp update our agent's personality to sound more friendly and approachable, while staying professional. Use emojis occasionally.")

  2. Agent action: Parahelp - Read support file ("personality.md")

  3. Agent action: Parahelp - Updated base file ("personality.md" - +8 lines, -4 lines)

  4. Agent action: Parahelp - Researched support tickets ("general inquiries" - 156 results)

  5. Agent action: Parahelp - Created test simulations ("FAQ response - friendly tone" - passed + "Billing question - professional" - passed)

  6. Agent action: Parahelp - Send status message ("I've updated the agent's personality to be friendlier and more approachable while maintaining professionalism. I tested it against real customer conversations - the tone is now warmer with occasional emoji use. To set it live, approve the configuration.")

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