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The tone of voice defines how your agents write: register, formality, length, formatting and word choice. You write it once, in AI Studio → Tone of voice, and every agent applies it. You no longer need to copy the same style guidance into each agent’s instructions. The tone governs style only. It never changes what an agent may say or do: scope, facts, policies and escalation rules still come from the agent’s instructions and your knowledge base. When the tone and an agent’s instructions disagree on style, the tone wins.

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Configure the global tone

  1. Go to AI Studio → Tone of voice.
  2. Write your tone in the editor, or click Start from a template and fill in the bracketed parts.
  3. Click Save.
Agents that use the global tone apply your changes to their next reply. The Agents list on the same page shows which agents use the global tone and which have their own.

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Give an agent its own tone

  1. Open the agent in AI Studio → Agents.
  2. In the General tab, open the Tone of voice section.
  3. Turn off Use the global tone of voice. The editor is prefilled with the global tone so you can adjust it.
  4. Save the agent.
To apply no tone at all to an agent, turn off Use the global tone of voice and leave the field empty.

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Where the tone applies

  • Text replies on every channel: the chat widget, SDK, Slack, WhatsApp, Messenger, Help Scout and simulations.
  • Clarifying questions from a router agent.
  • The spoken voice layer of voice agents. The agent’s Voice style instructions are added on top of the tone.

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Writing a tone that works

  • Describe what good looks like. “Write short, plain sentences” works better than “NEVER be verbose”.
  • Add 2 or 3 varied examples. Pairs of “Instead of: … / Write: …” are the most effective way to convey a voice. Vary them, or the agent will copy them word for word.
  • State the formality per language. For example: use vous in French and Sie in German. The agent always adapts the tone to the language it replies in.
  • Say how to handle frustration. For example: acknowledge the problem once, apologize only when you are at fault, then move to the fix.
  • Keep it short. Aim for under 200 words. A long tone competes with the agent’s instructions for attention.
  • Leave policies out. Refund rules, prices and escalation criteria belong in the agent’s instructions or your knowledge base.
Test your tone with a complaint scenario in Simulation Testing, not only with a friendly question.