How to set your Customer Agent's tone of voice
Generating...
Configure your AI-powered Customer Agent's communication style to match your brand's personality, choosing from four preset tones.
Before you beginBefore you begin
- Prerequisites: You must have Klaviyo Customer Agent enabled on your account.
- Availability: This setting is available to all accounts with Customer Agent.
- Time to complete: ~2 minutes
Overview
Your Customer Agent is often the first point of contact for customers seeking support. By default, its tone is Neutral. The Communication style setting allows you to adjust this tone to better reflect your brand's voice, choosing from four options:
- Neutral: Direct and informational. (e.g., "Hello. How may I assist you today?")
- Professional: Formal and courteous.
- Friendly: Warm and approachable.
- Playful: Casual and enthusiastic. (e.g., "Hello there! How can I make your day a little brighter?")
Choosing a tone that matches your marketing communications (like emails and SMS) creates a seamless brand experience, which can improve customer satisfaction and trust.
Set it upSet it up
- In Klaviyo, navigate to Settings > Customer Agent.
- Click the General tab.
- Scroll to the Communication style section.
-
Under Tone of voice, select one of the four options:
Neutral,Professional,Friendly, orPlayful. - To see how your chosen tone sounds, click the Preview button in the top-right corner of the General settings page.
-
A chat modal will appear. Type a test message (like "hello" or "where is my order?") to see how the agent responds in its new tone.
- Once you are happy with your selection, click Save in the "Unsaved changes" bar at the bottom of the page.
Best practices
-
Preview all tones: Before saving, click
Previewfor each of the four tones to understand how they differ. Send a few different test messages (e.g., a simple greeting, a support question, a frustrated comment) to see the range of responses. -
Match your brand: Select the tone that most closely matches your brand's voice in other channels. If your tone is fun,
Playfulmight be a good fit. If you are a high-end luxury brand,Professionalmay be more appropriate.
FAQ
Q: Can I write a custom tone or provide my own examples? A: Not at this time. The feature currently supports the four preset tones: Neutral, Professional, Friendly, and Playful.
Q: Does the tone apply to all agent messages? A: Yes. The selected tone influences all of the agent's AI-generated responses, from its initial greeting to how it answers complex support questions across channels.
Q: Does changing the tone affect the agent's ability to answer questions? A: No. The agent's underlying knowledge and ability to access order information or product details remain the same regardless of the tone selected.
Additional resources