TR-AI

Brand voice and tone

Brand voice and tone

Set how replies sound — tone, formality, greeting, sign-off, length, emoji and words to use or avoid — without touching your answers.

All plans Open in TR-AI5 min read

Brand voice changes how TR-AI writes, never what it is allowed to say. Until you change something, replies stay exactly as before. The same voice applies to email replies, the chat widget, messaging, the phone agent and procedures.

SettingOptions
ToneFriendly, professional, concise, warm or technical
FormalityFormal or informal — in languages with a formal “you” (Sie, vous, usted) TR-AI uses the matching form
Greeting“Hi Sam,” (name, the default), “Hi there,” or no greeting
Sign-off and signatureYour own closing line and signature block
Reply lengthShort, medium or long
EmojiAllowed (at most one), never, or no rule
Words to use / avoidYour product names and phrases, and words you never want in a reply
Extra instructionsFree-text style guidance, e.g. “Refer to customers as members.”
  1. 1
    Open Brand voice
    Dashboard → Brand voice. Your default brand is created on first visit with nothing set.
  2. 2
    Pick the basics
    Tone, formality, greeting, length and emoji cover most of what customers notice.
  3. 3
    Check the preview
    The editor shows a sample reply and the exact style block added to the prompt — no AI call needed.
  4. 4
    Save
    The next ticket uses the new voice.
Note:Voice settings are style only. Instructions that try to override TR-AI’s rules — reveal internal notes, name competitors, promise refunds — and links outside your brand’s domains are removed, and the editor shows what was removed and why.
  • A custom sign-off replaces “Best regards,” in English replies; replies in other languages keep their own natural closing.
  • Sensitive-topic and billing escalation replies keep their standard wording.
  • Brand voice costs nothing extra — no additional AI calls.
Tips & tricks
  • Start with tone and length only, read a week of replies, then add words to avoid — small changes are easier to judge.
  • Put your product’s exact spelling in “words to use” (e.g. “TicketResolve”, not “Ticket Resolve”).
  • Use “short” for chat-heavy teams; customers in the widget skim.
  • Want proof a new tone works? Run it as an A/B experiment before rolling it out to everyone.
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