Style

A guide to writing Style instructions

Overview

A guide to writing Style instructionsStyle defines how the AI should communicate — tone, voice, formatting, and phrasing. It’s not about what the AI says (that’s Knowledge), or when it says it (that’s Rules), but how it delivers the message.Style is applied to every outgoing message, regardless of topic, and helps maintain a consistent brand voice across all interactions.​

What Goes in Style?

• Preferred tone (e.g. warm, friendly, concise, professional)

• Specific phrasing conventions (e.g. first-person plural: “We’d love to help”)

• Formatting rules (e.g. bullet points for step-by-step instructions)

• Emoji usage or restrictions

• Language preferences or regional variants (e.g. “flat” vs. “apartment”)

💬 Where to Find Style

To update your agent’s tone and behavior, head to:

Agent Hub → Agents → select an Agent → Populate your Style under Instructions

From here, you can define how your AI should sound (e.g. formal, friendly, concise) and what kind of communication style it should maintain when interacting with users.All changes made here apply only to the selected inbox.​By defining Style clearly, you help the AI speak like you — consistently, naturally, and on-brand across every reply.

✅ Good Style Examples

• Use bullet points for multi-step instructions

• Write in a warm, professional tone — avoid slang or overly casual language

• Use first-person plural: “we” instead of “I”

• Add 🎉 or 😊 only for celebratory or thank-you messages

• Limit message length to 3 short paragraphs max

These instructions are measurable, specific, and easy for the AI to follow consistently.​

❌ What Not to Include

• Facts about the stakeholder or contact → use Knowledge

• Conditional instructions → use Rules

• Prohibitions or safety restrictions → use Guardrails

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