Docs, brand voice
Make AI replies sound like you
Every field on the Brand settings page is a lever that shapes how your replies sound, what they say, and what they avoid. These docs walk through why each one matters and how to use it well. Pick a field from the sidebar or the list below.
Fields
- Brand Soul
- The single biggest field. Three short answers that tell the AI who you are, who you serve, and how you handle things when something goes wrong. The AI inhabits this identity instead of reading a list of rules.
- Tone
- The personality every reply leads with. The fastest way to make AI replies sound like you.
- What You Actually Offer
- Your menu, services, or product catalog as free text. When a reviewer names a specific item, the AI can confirm it instead of staying generic. It will never list items the reviewer did not bring up.
- Custom Rules
- Standing instructions the AI follows on every reply — sign-off lines, competitor restrictions, stylistic constraints. General verticals only; regulated industries (healthcare, legal) ignore this field entirely.
- Service Areas
- The neighborhoods, cities, or regions you actually serve. Keeps replies geographically accurate and gives your local SEO a quiet boost.
- Custom Tone Directives
- Pro and higher. A named, reusable tone that captures your exact house style, not just one of the five presets.
- Staff Roster
- The real people at your business that replies are allowed to name. Without it, no one gets named, which is the safe default but a missed personalization.
- Let AI Use Names From Your Roster
- One toggle. ON, replies use names from your staff roster when it fits. OFF, replies never name an individual and always default to "our team".