Customising your AI agent
Fine-tune how Bob sounds, what it says, and how it handles conversations — so it reads as a natural extension of your team.
Where to find all of this — your agent dashboard, then the Settings tab in the sidebar. Every option below lives on that page.
Tone and personality
Tone. Choose how Bob speaks: Professional, Friendly, Casual, Formal or Witty. Pick what fits your brand.
Custom Personality. A free-text description of your brand voice — for example, "Speak like a knowledgeable friend, never corporate." Bob follows this on top of the selected tone.
Emoji Mode. Off, Light (a few) or Heavy (everywhere). Match your brand's style.
Response style
Response Length. Short (one to three sentences), Medium (three to six) or Detailed (full explanations). Short works best for most customer service.
Language. Bob's primary language. It can also detect and switch language mid-conversation.
Use Bullet Points. Whether Bob formats lists as bullets or plain prose.
Use Bold Headers. Turn on to have Bob use bold section headers in longer replies.
Greeting
Greeting Message. The first message Bob sends when a new conversation starts. Keep it short and welcoming — "Hi! I'm Bob, how can I help you today?"
Content restrictions
Words to Avoid. Words Bob should never say — competitor names, internal jargon, sensitive terms.
Topics to Avoid. Topics Bob should refuse to discuss — politics, competitor comparisons, anything off-brand.
Handoff and fallback
Max Messages Before Handoff. If a conversation runs past this many messages without resolution, Bob escalates to a human. Set to 0 to disable.
Fallback Message. What Bob says when it does not know — "I'm not sure about that, let me connect you with our team."
Fallback Behaviour. What happens after the fallback message: nothing, collect contact details, or trigger a handoff notification.
Handoff Email / Phone / URL. Where escalations go — an email to the team, a WhatsApp message, or a redirect.
Disclaimer
Show Disclaimer. Appends a disclaimer to Bob's responses. Useful for financial, medical and legal businesses.
Disclaimer Text. Keep it short — it appears after every response.
Frequently Asked Questions
Do setting changes apply immediately?
Yes. Click Save and Bob uses the new settings on the very next message. Nothing needs restarting.
Can I reuse settings across agents?
Yes. Use Save as Template at the bottom of the settings page, then apply that template to any other agent.
What is the difference between Tone and Custom Personality?
Tone sets the general style — Professional, Casual and so on. Custom Personality fine-tunes it with specific instructions Bob follows on top of the tone.
If I set Response Length to Short, will Bob still give full answers?
Bob aims for brevity but will not cut off important information. If a question genuinely needs a longer answer, it gives one.
Up next
Learn My Style
Instead of picking a tone from a dropdown, BobWork extracts your team's actual style from real WhatsApp conversations.
Still need help?
Our team is available Mon–Fri, 10 AM–6 PM MYT (GMT+8).