Set your AI agent's personality

Every Wassla agent has a name and a role. Customers see the agent as a named person, not as a bot, and your tone shapes the entire conversation.

Pick a name and a role

Open the agent, click Personality, and fill in a name and short role description like "Layla #support" or "Omar #sales". Wassla shows the name on every reply.

Set the tone

Pick from formal, friendly, or playful. The tone influences word choice without changing the underlying answer.

Add a system prompt

Write a short paragraph describing how the agent should behave — what it should always do, what it should never do, and the topics it should escalate to a human.

Define escalation rules

Tell the agent when to hand off — by topic, by sentiment, by keyword, or by elapsed time without resolution. Handoff routes the conversation to a human teammate with the full context attached.

Test the personality

Open the test inbox and try a few realistic conversations. Adjust the prompt and re-test until the voice feels right.