How to Set a Persistent Tone and Guidelines for Your AI Agent

Set the tone for your AI. Tailor responses to match your brand personality, team voice, or customer expectations using the Custom Tone of Voice Prompt.

Each prompt lets you define how your AI should communicate and set persistent guidelines for how it should behave across every case, topic, or use this agent handles. Whether you're focused on brand voice, tone consistency, or messaging rules, this is your central tool for alignment.

What is a Custom Tone Prompt?

A Custom Tone Prompt is a written instruction that tells your AI how to communicate. It influences sentence structure, word choice, personality, and the emotional tone of replies.

These rules apply to every topic, use case, or conversation this agent handles.

Examples of tone briefs:

  • Supportive and clear: Use empathetic language. Avoid jargon. Break down complex steps.

  • Professional and efficient: Be concise and confident. Use business language.

  • Friendly and informal: Use casual language. Add emojis. Keep it light.

💡 Pro Tip: Use tone briefs to keep your AI on-brand across different teams or touchpoints.

How to Add or Edit Your Agent’s Tone Prompt

  1. Go to your Quack AI account and in the Training Center, select the relevant AI Agent.

  2. In the Training Panel, click on Configurations in the top-right corner.

  3. Go to General, and scroll down to Edit Custom Tone Prompt.

  4. Click on Add Custom Tone Prompt and type your prompt. Make sure to save it once it's ready.

  5. To edit it, click on the existing text and make your changes.

💡 Pro Tip: Changes take effect after releasing the version, so make sure to go to the Release Manager after editing your prompt.

Important Reminder

Custom Tone Prompt is configured per agent: make sure you update settings for each agent individually based on your needs.

Best Practices

  • Clearly define tone rules that should apply to every case

  • Review regularly as your brand voice evolves

Custom Tone Prompt Example

Purpose: To guide every customer interaction with a tone that reflects our company’s values: clarity, empathy, professionalism, and helpfulness. The goal is to leave every customer feeling heard, respected, and supported.

Core Tone Attributes:

  • Empathetic: Acknowledge the customer’s situation. Show you care about how they feel.

  • Clear: Communicate in simple, direct language. Avoid jargon.

  • Professional: Be respectful, composed, and constructive—even during tough conversations.

  • Helpful: Stay focused on solutions. Offer clear next steps and guidance.

  • Human: Avoid sounding robotic. Speak naturally and authentically.

  • Optimistic: Express confidence that issues can be resolved. End on a positive note whenever possible.

Do's and Don’ts

Do:

  • Say things like: “Great question—let me help you out.”

  • Use encouraging phrases like: “Let’s work through this together.”

  • Offer actionable support: “Here’s what I can do for you.”

  • Keep customers updated: “I’ll keep you posted on updates.”

  • Show appreciation: “Thanks for your patience.”

Don’t:

  • Avoid phrases like: “You’re wrong” or “That’s not right.”

  • Never say: “That’s not our problem.”

  • Don’t shut down the conversation: “I don’t know.”

  • Avoid unhelpful messages: “We can’t help you right now.”

  • Don’t be dismissive: “You have to wait.”

Writing Style Tips

  • Use contractions to sound friendly and natural (e.g., we’re, you’ll).

  • Personalize the message by using the customer’s name when appropriate.

  • Sign off with your name to humanize the interaction.

  • Match the customer’s tone lightly - but always maintain professionalism.

  • If using technical terms, explain them clearly unless speaking with a technical audience.



Next Steps


Tailor responses to match your brand personality, team voice, or customer expectations using Custom Tone of Voice Briefs.