Re:PREZIO
Getting started

Persona & Style

In this section you define how your agent sounds and behaves: which languages it replies in, which voice it uses on the phone, which tone and form of address it adopts, and which topics it consistently declines. These settings are built into every response the agent gives — no matter which channel (chat widget, WhatsApp, SMS, email or phone). You will find the page in the dashboard under Agents → [your agent] → Persona.

Note on view mode: At the top of the agent section there is a "Simple" / "Advanced" toggle (in the code: Simple/Advanced). In the default "Simple" mode you see the most important fields. Only in "Advanced" mode do the Formality and Forbidden topics fields appear. The setting applies to all agents and is stored only in your browser. If you cannot find a field described here, switch to "Advanced" at the top.

Don't forget to save: Changes only take effect once you click "Save changes" at the bottom. As long as there are unsaved changes pending, the notice "Unsaved changes" appears. The save button is greyed out as long as you haven't changed anything.

Block 1: Languages

Here you control which languages your agent understands and which language it replies in.

Important: English responses use British accent and British spelling by default (marked with "British accent for voice" in the language selector).

Step 1: "Auto-detect language" (Auto-Detect)

  • What it does: When the toggle is on, the agent replies in exactly the language the customer writes in. When it is off, the agent always replies in the configured primary language — regardless of which language it is written to in.
  • Default: On (enabled).
  • Recommendation: Leave auto-detect on if you have an international customer base. Only turn it off if your business is meant to communicate deliberately in a single language (e.g. a German-only practice hotline).

Step 2: Setting the "Primary language"

  • What it does: The primary language is the agent's main or fallback language.
  • With auto-detect on, it serves as the fallback: if someone writes in a language that is not in your list of supported languages, the agent replies in the primary language.
  • With auto-detect off, the agent always replies in this language.
  • Options: "(none — model decides)", English (with the note "British accent for voice"), Deutsch, Français, Español, Italiano, Nederlands, Português, Türkçe.
  • Default: "(none — model decides)" — without a selection, the AI model decides for itself per message.
  • Recommendation: Actively choose a primary language (e.g. Deutsch). "Model decides" is convenient, but you thereby give up control over the fallback language.

Step 3: Choosing "Supported languages" (only visible when auto-detect is on)

  • What it does: A row of clickable language buttons. Mark here all the languages the agent is allowed to detect and switch between automatically. Click = on/off.
  • Behaviour of the primary language: The primary language is always marked (recognisable by the ★ symbol) and cannot be deselected here — it is automatically added to the list as soon as you select it above.
  • Default: Empty, or just the primary language. An empty list technically means "unrestricted": if the automatic detection identifies a language outside the list, the agent falls back to the primary language.
  • Recommendation: Enable exactly the languages you actually want to serve (e.g. Deutsch + English). Don't enable everything "just in case" — this has consequences for the voice selection (see next block).

Block 2: Voice & Accent (relevant for telephony / voice)

This block determines which voice your agent speaks with on phone calls. For text-only channels (chat, WhatsApp, email) it has no effect.

Step 4: Choosing a "Voice preset"

  • What it does: You select a specific voice from a curated catalogue. The list is automatically filtered: only voices that cover all the languages configured in Block 1 (primary language and supported languages) appear. This prevents, for example, an English-only voice from sounding unintelligible on German calls.
  • Default: "Auto — sensible default for the primary language". With "Auto", the system automatically chooses a suitable voice per language at call time.
  • Display: Once you have chosen a fixed voice, you see a small card beneath it showing the provider, gender and the covered language codes, along with a short description.
  • Recommendation: Leave it on "Auto" if your agent serves multiple languages and should sound good in each. Only choose a fixed voice if you want a very specific brand sound.

Pitfall: If it says "No single voice in the catalogue covers all your supported languages", you have chosen a language combination in Block 1 for which there is no single matching voice. In that case, stay on "Auto" — the system chooses automatically per language. Different voices per phone line can be set separately in the agent's phone lines section.

Block 3: Persona & Style

Here you define your agent's tone, form of address and taboo topics.

Step 5: Choosing a "Tone"

  • What it does: Determines the basic mood of every response.
  • Options: Default, friendly (friendly), formal (formal), casual (casual), empathetic (empathetic), direct (direct), playful (playful), professional (professional).
  • Default: "Default" (no fixed tone — the agent behaves neutrally as specified in its base system prompt, typically "precise, friendly and professional").
  • Recommendation: For most businesses, friendly or professional is a good fit. playful suits cafés or relaxed brands, for example; empathetic suits practices and advisory situations.

Step 6: Choosing "Formality" (only visible in "Advanced" mode)

  • What it does: Controls the form of address independently of the tone.
  • Options:
  • Du (informal, German) — the agent uses the informal "du" in German.
  • Sie (formal, German) — the agent uses the formal "Sie" in German.
  • Informal (English) — casual form of address in English.
  • Formal (English) — formal form of address in English.
  • as well as Default (no preference).
  • Default: "Default" (no fixed form of address specified).
  • Recommendation: Set this deliberately if the form of address matters to you — e.g. Sie (formal, German) for a doctor's surgery or law firm, Du (informal, German) for a young, relaxed brand. This prevents the agent from replying in the "wrong" level of politeness.

Note: Tone and formality are two separate controls. You can, for example, combine friendly (tone) with Sie (formal, German) (form of address) — friendly, but using the formal "Sie".

Step 7: Setting "Forbidden topics" (only visible in "Advanced" mode)

  • What it does: A text field in which you enter one topic per line. On these topics the agent will politely give no information, declining in a friendly manner instead.
  • Input: Write short keywords, each on its own line. Blank lines and superfluous spaces are removed automatically. Example (also provided as a placeholder): Competitor prices Legal advice Medical advice
  • Default: Empty (no taboo topics).
  • Recommendation: Enter here anything your agent should stay silent about for legal or business reasons — e.g. binding legal or medical advice, competitor prices or internal matters. Keep the terms short and unambiguous.

Important clarification: "Forbidden topics" is a style and behaviour rule for the AI, not a technical safety filter with a guarantee. For legally sensitive areas, you should additionally make sure your knowledge base does not contain any corresponding content.

Tips & pitfalls

  • Save first, then it takes effect. All fields on this page are applied together via "Save changes". If you leave the page without saving, the changes are lost (you will see the "Unsaved changes" notice beforehand).
  • "Formality" and "Forbidden topics" missing? These two fields are only visible in "Advanced" view mode. Switch over at the top if you cannot find them.
  • The primary language cannot be removed from "Supported languages". This is intentional (★ marking). If you really want to deselect it, first change the primary language at the top.
  • Voice list suddenly empty or short? The more languages you enable in Block 1, the fewer voices cover all of them. An unintentionally broad language list can narrow the selection down to just "Auto". Only enable the languages you really serve.
  • Auto-detect off = language switching off. With auto-detect disabled, the agent always replies in the primary language, even if someone writes in another language. This is intended — so don't be surprised by "wrong-language" responses.
  • "Model decides" is not a fault, but it is uncontrolled. As long as no primary language is set, the AI determines the language itself. For predictable behaviour, prefer to actively choose a primary language.
  • Voice ≠ text style. The "Voice & Accent" selection affects phone calls only. Tone and formality, by contrast, affect all channels (including chat, WhatsApp, email).