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Auto-Responders Intermediate 7 min read

Creating AI Personas

Build custom AI personalities for intelligent conversations

Creating AI Personas

AI Personas give your automated responses personality and intelligence. Create custom personas that represent your brand.

What Are AI Personas?

Definition

An AI Persona is a configured AI assistant that:

  • Has a defined personality
  • Knows your business
  • Responds in your brand voice
  • Handles conversations intelligently

Benefits

  • Consistent brand voice
  • 24/7 intelligent responses
  • Scalable customer service
  • Reduced response time

Creating a Persona

Access Personas

  1. Go to Messenger > AI Personas
  2. Click Create Persona

Basic Information

Configure identity:

  • Name - Persona's name (e.g., "Emma")
  • Role - What they do (e.g., "Customer Support")
  • Avatar - Profile image

Defining Personality

Tone and Style

Set how the persona communicates:

  • Friendly - Warm and approachable
  • Professional - Business-appropriate
  • Casual - Relaxed and informal
  • Enthusiastic - Energetic and positive

Communication Guidelines

Define rules like:

  • Use emojis sparingly
  • Keep responses concise
  • Always be helpful
  • Never use slang

Knowledge Base

Business Information

Teach the persona about:

  • Your products/services
  • Pricing information
  • Company policies
  • FAQs

Adding Knowledge

  1. Click Add Knowledge
  2. Enter topic and information
  3. Save to persona's knowledge

Example:

Topic: "Return Policy" Content: "We offer 30-day returns on all products. Items must be unused with original packaging. Refunds processed within 5-7 business days."

Response Behaviors

Handling Questions

Configure how persona responds:

  • Direct answers - Answer immediately
  • Clarify first - Ask for more details
  • Suggest options - Offer choices

Unknown Topics

When persona doesn't know:

  • Acknowledge limitation
  • Offer to connect with human
  • Suggest alternatives

Escalation Rules

When to hand off:

  • Customer requests human
  • Complex issues detected
  • Negative sentiment
  • Specific keywords

Testing Your Persona

Conversation Simulator

  1. Click Test Persona
  2. Send test messages
  3. Review responses
  4. Adjust as needed

Test Scenarios

Try various scenarios:

  • Common questions
  • Edge cases
  • Frustrated customers
  • Product inquiries

Using Personas

Assign to Auto-Responder

  1. Edit auto-responder
  2. Select AI Persona
  3. Persona handles responses

Multiple Personas

Create different personas for:

  • Sales inquiries
  • Support issues
  • General questions
  • VIP customers

Managing Personas

Edit Persona

  1. Click on persona
  2. Update settings
  3. Save changes

Clone Persona

Copy to create similar:

  1. Click Clone
  2. New persona created
  3. Modify as needed

Deactivate Persona

Temporarily disable:

  • Toggle status off
  • Persona stops responding
  • Can reactivate anytime

Best Practices

  1. Be authentic - Match your brand voice
  2. Keep learning - Update knowledge regularly
  3. Monitor conversations - Review AI responses
  4. Set boundaries - Define what AI shouldn't do
  5. Test thoroughly - Cover edge cases
  6. Collect feedback - Improve from customer input

Persona Tips

Naming

  • Use friendly, memorable names
  • Consider your audience
  • Avoid confusing names

Knowledge

  • Start with FAQs
  • Add as you learn
  • Remove outdated info

Personality

  • Be consistent
  • Match brand guidelines
  • Avoid extremes