Personality
Define how your Support BV communicates with customers
Support BV Personality
Your Support BV's personality determines how it communicates with customers, ensuring it represents your brand authentically and creates positive experiences.
Quick Setup
Access Personality Settings
From your BrandVox dashboard, go to Support BV > Personality tab.
Choose a Template
Select a preset that matches your brand, or create a custom personality.
Test & Refine
Use the conversation simulator to test responses before applying changes.
Personality Templates
Choose from pre-configured templates or customize your own:
Best for: B2B, financial services, legal, healthcare
Characteristics: Formal language and complete sentences, Minimal contractions, No emojis or slang, Precise terminology
Example:
"Thank you for your inquiry. I would be happy to assist you with information about our enterprise solutions."
Best for: E-commerce, retail, consumer services
Characteristics: Warm, approachable language, Balanced professionalism, Occasional emojis, Conversational phrases
Example:
"Hi there! 😊 I'd be happy to help you find the perfect product. What are you looking for today?"
Best for: Youth brands, lifestyle, entertainment
Characteristics: Informal, conversational, Frequent emojis, Relaxed, fun communication
Example:
"Hey! 👋 That's awesome! Let's find exactly what you need."
Define your own parameters: Formality level (1-10), Emoji usage frequency, Sentence structure, Industry-specific terms
Key Configuration Options
Tone of Voice
Control how formal or casual your Support BV sounds:
- Professional - Formal, precise language
- Friendly - Balanced warmth and professionalism (recommended)
- Casual - Informal, conversational style
Response Style
| Setting | When to Use |
|---|---|
| Brief | Quick questions, mobile users |
| Balanced | Most use cases (recommended) |
| Detailed | Complex topics, first-time users |
Empathy Level
How the Support BV responds to customer emotions:
Customer: "I'm frustrated my order hasn't arrived."
Response: "Your order shipped on the 15th. Expected delivery is tomorrow."
Customer: "I'm frustrated my order hasn't arrived."
Response: "I understand waiting can be frustrating. Let me check the status. It shipped on the 15th and should arrive tomorrow."
Customer: "I'm frustrated my order hasn't arrived."
Response: "I'm really sorry you're experiencing this frustration. Let me look into this right away and see how I can help make this right."
Emoji Usage
| Setting | Frequency | Best For |
|---|---|---|
| None | 0 | Professional industries |
| Minimal | 0-1 per message | Conservative brands |
| Moderate | 1-2 per message | Most businesses |
| Frequent | 2-4 per message | Lifestyle brands |
Custom Phrases
Define how Support BV handles common situations:
| Situation | Customize |
|---|---|
| Greeting | "Hi there! How can I help?" |
| Closing | "Is there anything else?" |
| Apology | "I apologize for the inconvenience." |
| Unknown | "Let me find someone who can help." |
Testing Your Personality
Conversation Simulator
Test how personality settings affect responses:
Test Scenarios:
- Simple question (e.g., "What are your hours?")
- Problem/complaint (e.g., "My order is late")
- Complex inquiry (e.g., "Help me choose between products")
- Positive feedback (e.g., "I love your products!")
Best Practices
- Know Your Audience - Match customer expectations
- Stay Authentic - Don't force a personality that doesn't fit your brand
- Monitor & Refine - Review conversations regularly and adjust based on feedback
- Consider Context - Be more empathetic when customers are frustrated
Continuous Improvement
The best personalities evolve based on customer feedback. Plan to review and refine quarterly.
Common Mistakes to Avoid
Too Formal
Problem: Customers feel like they're talking to a robot
Solution: Add warmth, use contractions, acknowledge emotions
Too Casual
Problem: Brand seems unprofessional
Solution: Increase formality, reduce emojis, use complete sentences
Inconsistent Tone
Problem: Personality varies between conversations
Solution: Use personality presets, monitor consistency, refine training data