You can now define tone of voice rules that control how AI sounds in customer-facing replies. Add plain-language instructions like “Use simple language and avoid jargon,” and they will be applied AI-generated messages. This helps you keep replies consistent and true to your voice across your workspace.

To use this feature, go to Settings → Plain AI → Configuration → Tone of voice. You can specify rules for five categories – Empathy, Language, Formality, Personality, and Warmth. You can create your own rules or generate suggestions from a style guide.

Once applied, these rules apply to AI-generated customer replies in your workspace – Ari responses, suggested responses, Sidekick draft replies, and Help Center AI chat. Read more in our Help Center article.