Getting the AI to sound like you
How tone, context and the custom prompt combine, and how to fix replies that sound generic.
Three things shape how the AI writes. In order of impact:
(Those cover voice. For facts — your policies, prices, ingredients — see Teaching the AI with your own documents.)
1. Your business description
Settings → Organization settings has a Business Description field. This is the highest-leverage setting in the product for output quality, and the most commonly left empty.
“Restaurant” produces bland copy. “Family-run Italian place, mostly regulars, known for handmade pasta and for knowing people’s names” produces copy that sounds like a person who works there.
If replies feel generic, fix this before touching anything else.
2. Tone of Voice
Settings → Resolutions → Formal, Friendly, Optimistic or Serious.
On Pro, the Custom tone prompt replaces the presets with your own description. Describe how you talk, including what you don’t do: “warm but brisk; we never over-apologise; we always offer something concrete rather than sympathy.”
3. Message Length
Short, Medium, Long. Short by default, and usually correct.
Per-reply adjustment on reviews
Review drafts have their own controls independent of the global settings — Re-generate offers Tone chips (Friendly / Formal / Serious / Optimistic), Strategy chips (Empathetic / Firm / Push Back / Request More Info), and a Custom instruction box.
Use these for one-offs. If you’re overriding the same way every time, change the global setting instead.
Calibrating in the first week
Leave the playbook on Draft everything for me while you’re learning what the AI produces. Read what it drafts. You’ll spot tone problems immediately.
Once you’ve read a couple of dozen drafts without wanting to change them, let it send replies — and, once you trust the offers it proposes, let it give them.
Things to check
- Does it use words your business wouldn’t use?
- Does it apologise too much, or too little?
- Does it have something real to give? If replies apologise without acting, set up an offer — the AI can only give what you’ve authorised.
- Does every reply open the same way? Customers reading your review page will notice a pattern.
That last one is usually a business-description problem, not a tone problem. Richer context produces more varied phrasing.
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