Customizing Your Agent's Email Style

Your agent's email voice comes from two places: the Tone & Personality field on your Business Profile, and whatever you tell it directly in chat. Together, they shape everything it writes.

Start With Tone & Personality

Go to Business Profile > Brand voice and you'll find a free-text Tone & Personality field, not a dropdown of presets. Describe your voice in your own words. Something like "professional but not stiff, like a business lunch, not a board meeting" works better than a single label.

How much control you get here depends on your plan:

Plan	Voice customization
Trial	Not included
Pro	Tone customization
Ultra	Full customization

Shape It Further in Chat

Open a chat with your agent and tell it exactly how you want emails to sound. Specific instructions work better than vague ones. A few examples:

• "Write shorter emails, 3 sentences max"
• "Sound more like a friend, less like a salesman"
• "Always open with a compliment about their business"
• "Never use exclamation marks"
• "Reference our portfolio when relevant"
• "Use the phrase 'happy to chat' instead of 'schedule a call'"
• "End every email with a question, not a statement"

Quick Reference: "If You Want X, Tell Your Agent Y"

You Want	Tell Your Agent
Shorter emails	"Keep every email under 4 sentences"
Warmer tone	"Write like you're a helpful neighbor recommending a good plumber"
More authority	"Reference our 15 years of experience and 200+ clients in every email"
Local flavor	"Mention local landmarks or neighborhoods when you can"
Less jargon	"Avoid marketing terms, write like a normal person"
Social proof	"Work in a brief client success story when relevant"
Urgency	"Mention that our Q1 slots are filling up"
Humor	"Add a touch of light humor when it fits naturally"
Industry language	"Use terms like 'covers,' 'tickets,' and 'BOH' when emailing restaurants"

Paste Examples You Like

You can also paste a sample email you like and say "Write more like this." Your agent reads the tone, structure, and style, then applies those patterns to future outreach.

This works with:

• Emails you've written yourself
• Marketing copy you admire
• Cold emails that impressed you as a recipient

Feedback on What It Already Sent

Liked an email your agent sent? Say so, "that email to the Portland bakery was perfect, more like that" teaches your agent as much as any upfront instruction. It's often easier to react to something real than to describe a voice from scratch.

When Changes Take Effect

After you give tone or style feedback, your agent applies it to future emails. Most changes show up within 1-2 days as your agent processes the feedback. Emails already queued or mid-follow-up-sequence keep the original style.

Going Deeper

For a full guide to shaping your agent's behavior beyond email style, see Training Your Agent Effectively.