Tone, language and Context

How your agent comes across is all one field. Context, in the agent's Settings tab, is free text that goes to the agent on every call. The setup form seeds it with your tone and language choices as its first two lines:

Tone: Friendly.
Primary language: Latvian. Additional supported languages: English.

There's no separate tone picker or language dropdown. To make the agent warmer, or have it open in English, edit those lines.

Tone affects register and warmth, not content. A formal agent and a friendly one give the same answer about your opening hours; they just say it differently. The setup form offers Friendly, Professional, Formal, Energetic, Calm and Premium, and it's worth staying close to one of those: the clearer the word, the more reliably it lands.

Primary language is what the agent opens the call in. Pick the one your callers actually use rather than your own preference, because someone greeted in a language they don't speak often hangs up before the agent can adapt.

The rest of the field is for rules

Below those lines, Context is where you write what the structured fields can't express. Rules, not facts: facts go on the Business tab, because the agent uses those for more than conversation.

Good rules are short, specific, one per line:

Never quote a price for bodywork repairs. Say we need to see the car first, and offer
to book a free look-over.

If someone asks for Jānis, he only works Tuesdays and Thursdays. Take a message for
other days.

If a caller is complaining, apologise first, take their details, and raise a callback
request rather than trying to resolve it.

For anyone asking about wedding bookings, say we handle those by email and give them
the public email address.

Vague direction doesn't work. "Be helpful and professional" changes nothing, because the tone line already covers it. Nor does a wall of text: fifteen clear lines beat three dense paragraphs. And Context can't override your business information, so a price written here won't beat a different price on the service itself.

To test a change, save it and ring the agent to ask the thing your rule covers. Thirty seconds, and Context applies from the next call.