Brand voice is how your agent sounds, warm or formal, brief or explanatory, friendly or authoritative. You shape it through guidelines and style examples on the agent profile.

Guidelines

Guidelines are plain-English rules. They are short, specific, and the agent follows them verbatim. Good guidelines:

• "Keep replies to 2 sentences unless the customer asks for more detail."
• "Always confirm the date and time before booking."
• "Never quote prices, direct pricing questions to the Contact Sales link."
• "Use first names. Avoid Dear or Sir/Madam."

Bad guidelines are vague, "be friendly" is hard for the agent to act on. "Open and close messages with a friendly acknowledgment" is clear.

Style examples

Paste 3–10 sample messages in the voice you want. The agent uses these to imitate your cadence, word choice, and formatting. Update examples as your style evolves.

Learning

When you handle a handoff in the Inbox and reply differently than the agent would have, Direnium compares the two and proposes a new guideline. You see it in the agent profile before it is added, so the agent never learns rules you have not approved.

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