Agent personality
How your agent behaves
Your agent’s personality determines how it talks to your customers, what it does, and how it does it. In the Settings > Agent section you will find the fields that define its behavior.
Personality fields
Agent role
The role describes what your agent is. It is the identity it uses when interacting with your customers. Some examples:
- “Receptionist at a dental clinic”
- “Reservation assistant for La Terraza restaurant”
- “Customer service for Ana’s hair salon”
The role gives Aura context about how it should behave. A clinic receptionist doesn’t speak the same way as a restaurant assistant.
Agent objective
The objective indicates what your agent is there for — what it should try to achieve in every customer interaction. Some examples:
- “Collect customer details and answer their questions”
- “Manage table reservations and answer questions about the menu”
- “Handle inquiries about services and pricing, and schedule appointments”
The clearer and more specific the objective, the better Aura will know what to do in each situation.
Additional instructions
Additional instructions are extra guidelines you can give your agent to fine-tune its behavior. Here you can write any rules or preferences you want it to follow. Some examples:
- “Always confirm the reservation reference before ending the call”
- “If the customer asks about pricing, suggest they visit our website”
- “Never promise discounts or special offers”
- “If the customer seems upset, show empathy and offer to transfer the call to a manager”
Additional instructions are very useful for customizing the agent beyond its role and objective. Think about situations that commonly occur in your business and write how you want the agent to react to each one.
How these fields affect behavior
These three fields work together to define your agent’s complete personality:
You don’t need to fill in all the fields at once. You can start with the role and objective, then add additional instructions over time as you discover situations you want the agent to handle in a specific way.
Tips for a good setup
- Be specific: Instead of “serve customers,” write “answer calls from customers interested in our physiotherapy services, schedule appointments, and resolve questions about pricing and hours.”
- Use simple language: Write the instructions as if you were explaining things to a new employee.
- Include what it should NOT do: In addition to saying what it should do, specify what it should avoid (for example, “do not share pricing information that is not in the knowledge base”).
- Update regularly: As you use Aura, you will discover new situations. Add instructions to cover those cases.
