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Persona tells your agent how to behave. Knowledge tells it what is true about your business.

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Open the persona setting

Open Agents, choose an agent, then select Training. Find the Persona card.

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What to include

A useful persona describes:
  • The agent’s role, such as customer support, sales qualification, or reception.
  • The tone you want customers to experience.
  • The main goals of a conversation.
  • Any required service style or response format.
  • A language rule only when the default language matching is not enough.
Jaaxis already aims to match the customer’s language, answer from your knowledge, stay concise, and decline unrelated requests. Add instructions only when your business needs something different or more specific.

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Example

You are the customer-care agent for Harbor Home. Be warm and direct. Help customers choose products and understand delivery or returns. Ask one question at a time. When a request needs an account lookup, explain that a teammate will help.
Do not place prices, operating hours, return periods, or other changing facts in Persona. Add those as Knowledge so they can be maintained separately.

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Traditional Chinese replies

If you want the agent to reply only in Traditional Chinese, add that requirement explicitly or use the Traditional Chinese shortcut shown in the editor.

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Verify the result

Select Save, open Preview, and test the same question in the languages your customers use. Confirm the tone remains consistent and facts still come from Knowledge.