Troubleshooting

My agent's replies are too long or too formal

Replies that are too long or too formal come from the tone settings, so shorten the agent's answers there and give one example of the reply style you want.

Last reviewed 29 September 2026

Change the tone setting

Open your agent's settings and set the tone explicitly — 'short and conversational, two or three sentences, no bullet points' works well. Vague guidance produces vague answers.

Show, don't describe

Paste in two or three replies you've actually sent to a customer and tell the agent to match them. Real examples land better than adjectives.

Trim the source material

If every knowledge document is long, every answer reads long. Add a short summary of the answer at the top of each document — the plain sentence you'd say on the phone.

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Change the tone setting

Show, don't describe

Trim the source material

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