Knowledge and AI

Your agent's voice and rules

How tone, how it comes across, language, who you sell to and your do and don't rules change what Terry writes. Press Agents in the menu, pick the agent and press Edit on a section.

Your agent is the voice Terry writes in. Its settings decide how every email sounds, and its rules decide what it must always or never say. Your agent covers the basics. This page goes deeper on voice and rules, and on how each one changes the writing. Only admins can change agents and rules. Members can read them.

An agent on the Agents page — Agents, an agent open. Each section has its own Edit.

The voice settings

Press Agents in the menu on the left and pick the agent from Your agents. The agent's page is a list of sections. Press Edit on one to change it; a short guide opens beside the page.

Section and field	What it changes
How it writes, Tone	How the email sounds: professional, friendly and warm, direct and concise, consultative, enthusiastic, formal, or your own with Custom. The guide shows an example sentence in that tone.
Who it is, How it comes across	The character behind the words, such as "sharp, warm, never pushy".
Who it is, Language	The language Terry writes in, for example English, English (UK) or French (Canada).
What it sells, Goal of each email	What each email is trying to do, such as book a meeting.
Who it sells to	Your best customers in a sentence. Terry uses it to judge who is a good fit, to write to them, and to answer "who do we sell to".
What it sells, What you sell	A short description of your offer. Longer material belongs on the Knowledge page.

Press Save. Changes apply to everything Terry writes from now on. Drafts already waiting for approval keep the words they were written with. More, Edit every section walks through all of them in order.

Documents are a section of their own, What it knows. Press Edit, then Choose files, then the Add button, which names how many documents. Terry takes PDF, Word (.docx), Markdown, text or CSV, up to 2 MB each, such as a price list, a one pager or answers to common questions. Admins only.

Plain or branded email

Under How it writes, in Email style, choose:

Plain note: reads like a one to one email, with your logo and details in a tidy footer. Best for first emails.
Branded: your logo header and colours. Polished, more like a newsletter.

Rules: what Terry must always or never do

Rules are short instructions your whole team's writing must follow, such as "Never quote a price in a first email" or "Always mention we are licensed in Ontario". They are on the Knowledge page, in the Rules card, and on the agent, in its Rules section.

The Rules card — Knowledge, Rules, with Add a rule open: Do or Don't, the rule, and where it applies.

Add a rule

Open Settings, then Knowledge, and pick the agent in the Library card.
In the Rules card, press Add a rule.
Pick Do or Don't.
Write the rule in Say what Terry must always or never do. Keep it to one clear instruction.
Choose where it applies: Outreach (emails and replies), Ask Terry, or Both.
Press Save. Terry says it applies to the next draft.

Rules take effect at once. There is no approval step.

Turn a rule off or delete it

Open the rule's menu (the three dots on its row) and press Turn off or Delete. A rule that is off shows (off) after its text. Press Turn on in the same menu to use it again.

How rules change the writing

Terry reads your rules first, before anything else, and follows them over everything else it is given.
After writing, Terry checks the draft against every rule and rewrites anything that breaks one.
It also removes any claim or fact your knowledge does not support.
If Terry cannot read your rules for some reason, it holds the draft for a person instead of writing without them.

Your rules sit on top of the writing rules every workspace gets, such as plain English and no dashes.

Good rules and weak rules

Weak	Better
Be careful about money.	Don't mention savings figures or percentages.
Sound professional.	Don't use exclamation marks.
Talk about our guarantee.	Do mention our warranty when the person asks about risk.

In Classic

Open Settings, then Agents, and press Edit agent. The fields are Tone, Persona, Language, Goal, Who you sell to and Knowledge (what we sell). Press Save changes.
Documents sit on the agent card under Documents: press Choose files, then Add.
Email style offers Plain: personal body, branded signature/footer. and Branded: full HTML template with your logo.
Rules are on Settings, Knowledge, under Rules for this agent. Press Add a rule, pick Do or Don't, write it, choose where it applies and press Save. Each rule has Turn off and Delete on its row, and a rule that is off is shown struck through.