Language and tone
Configure how your agent speaks
In the Settings > Agent section you can define the language and tone your agent will use when communicating with your customers, both in calls and in messages.
Primary language
The primary language determines which language your agent will speak and write in. It is the language it will use by default in all customer interactions.
Aura supports the following languages:
Spanish, English, French, German, Italian, Portuguese, Dutch, Polish, Swedish, Danish, Norwegian, Finnish, Greek, Czech, Romanian
Arabic, Chinese, Japanese, Korean, Hindi, Turkish
The language you select will be the one the agent uses to start the conversation. If a customer speaks in a different language, the agent will try to adapt, but its base language will be the one you configure here.
Voice tone
The tone defines the communicative personality of your agent: how it expresses itself, what level of formality it uses, and what impression it gives the customer. You can choose from five options:
Professional
A balanced, competent, and trustworthy tone. Ideal for most businesses. The agent communicates clearly and directly, without being too formal or too casual.
Best for: Clinics, medical practices, advisory firms, financial services.
Example: “Good morning. I can confirm that your appointment has been scheduled for Tuesday at 10:00 AM. If you need to make any changes, please don’t hesitate to contact us.”
Friendly
A warm and approachable tone that makes the customer feel comfortable. The agent is accessible and shows genuine interest in helping.
Best for: Hair salons, shops, restaurants, gyms.
Example: “Hi there! Your appointment is confirmed for Tuesday at 10:00 AM. If you need to change it, just let us know — no problem at all.”
Formal
A serious and respectful tone, with more polished and protocol-oriented language. The agent maintains a professional distance at all times.
Best for: Law firms, notary offices, institutions, luxury services.
Example: “Dear customer, we would like to inform you that your appointment has been scheduled for Tuesday, April 15 at 10:00 AM. We remain at your disposal for any inquiries.”
Casual
A relaxed and natural tone, like talking to someone you know. The agent uses simple, laid-back language.
Best for: Coffee shops, youth-oriented clothing stores, businesses with a younger audience.
Example: “Hey! All set — you’re booked for Tuesday at 10. If something comes up, just drop us a message and we’ll sort it out.”
Enthusiastic
An energetic and positive tone that conveys excitement and eagerness to help. The agent shows strong interest and motivation.
Best for: Events, entertainment, leisure activities, product launches.
Example: “Awesome — your reservation is confirmed for Tuesday at 10! It’s going to be an amazing experience. If you have any questions, we’re here to help!”
How to choose the right tone
Think about how you normally communicate with your customers:
- If your business deals with sensitive or trust-based topics (healthcare, legal, finance), choose Professional or Formal.
- If your business is friendly and you want customers to feel at home, choose Friendly.
- If your audience is young or your business has a laid-back style, choose Casual.
- If you want to convey energy and positivity, choose Enthusiastic.
If you’re not sure which tone to pick, start with Professional. It’s the most versatile and works well for most businesses. You can always change it later.
