Tone of voice

Tone of voice rules control how AI sounds in customer-facing replies. You define rules in five categories – Empathy, Language, Formality, Personality, and Warmth – so AI-generated responses stay consistent with your brand.

Tone rules are configured per workspace from Settings → Plain AI → Configuration → Tone of voice. They apply to all customer-facing AI in that workspace, including

• suggested responses in the composer,

• Ari responses,

• Help Center AI chat, and

• Sidekick draft replies.

How tone rules work

Rules are organized into five rule categories:

• Empathy – How much AI should acknowledge feelings and respond with understanding

• Language – Terminology, jargon, and level of technicality

• Formality – How formal or casual messages should feel

• Personality – How brand voice comes through

• Warmth – How friendly and positive messages should feel

You can fill in each category with your rule: short, free-text instructions that tell the model how to behave (e.g. “Use plain language and avoid jargon” or “Be warm and conversational”).

Where to configure tone

Go to Settings → Plain AI → Configuration → Tone of Voice, where you can edit, add and delete tone rules for each category.

Changes apply as soon as you save; the next time AI generates a reply, it uses the updated rules.

Generating rules from a description

If you already have a style guide or a short description of how you want to sound, you can use Generate rules instead of writing each rule by hand. In the popover, paste or type a general description of your brand / tone guidelines (e.g. a paragraph from your style guide). Plain will try to turn it into suggested rules and fill in the same five categories for you. Those suggestions appear as drafts which you can edit, and choose which to keep or reject.