Choosing how your assistant sounds

Two different things shape what your assistant says.

What it knows comes from your instructions and your knowledge base — your prices, your opening hours, the fact that you do not deliver on Sundays.

How it carries itself comes from its persona — whether it opens warmly or briskly, how hard it pushes for a next step, how it closes a conversation, what it does when it cannot help.

This page is about the second one. If you want to change a fact your assistant gets wrong, you want Instructions, not this.

Where to find it: open Bots in your dashboard, pick an assistant, click Open studio, then the Persona pane. See Prompt Studio for a tour of the other two panes.

The standard personas

Every assistant starts on one of ours:

• Sales — a senior sales consultant. Direct, warm, curious. Asks, then stops and waits rather than filling the silence.
• Customer service — resolves the thing at hand, honestly, without overselling.
• Mentor — explains and guides rather than closes.
• Follow-up — picks up a conversation that has gone quiet.

Each one comes in three parts: a core manner, plus a version tuned for phone calls and a version tuned for text chats. Your assistant uses the right one automatically — a phone call and a WhatsApp thread are genuinely different jobs, and the same wording does not work for both.

We keep improving these. When we make a standard persona better, every assistant using it gets that improvement, without you doing anything.

Making it yours

If a standard persona is nearly right but not quite, copy it.

1. Open the Persona pane and choose Make your own copy.
2. Pick which standard persona to start from, and give your copy a name.
3. Edit the three parts and publish each one.
4. Come back to the Persona pane and choose Use this.

Your copy starts as an exact duplicate of the standard persona, so a copy you have not edited yet behaves the same way.

A copy stops getting our updates. This is the one thing worth understanding before you copy. Your copy is yours — so when we improve the standard persona it came from, that improvement does not reach your copy. Nothing breaks; your assistant simply stays as you wrote it.

That is often exactly what you want. But if you copied a persona a year ago and changed two sentences, you have also been missing a year of improvements to the rest of it.

You can switch back to a standard persona at any time, from the same pane. Your copy is not deleted — it stays in Your personas, and you can switch to it again later.

What a copy can and cannot change

A copy changes your assistant’s manner. It does not change the rules every Kooday assistant follows — the safety rules, the channel handling, the language handling. Those stay attached whichever persona you use, and there is no way to detach them.

That is deliberate. It means a copy can never accidentally leave your assistant without the conduct it needs to answer a real customer safely.

Things to know

A draft persona cannot be used. Each copy has three parts, and all three must be published before you can switch an assistant onto it. Until then it shows as Draft and offers no Use this button. If yours is stuck on Draft, one of the three parts is still unpublished.

One persona, many assistants. A copy belongs to your account, not to one assistant. Make it once and use it on as many assistants as you like.

Naming. Your copy’s name is made from what you type — lowercase letters and numbers only, spaces and punctuation dropped. “Our Sales Voice” becomes oursalesvoice.

You cannot copy a copy. Copies are always taken from one of the standard personas.

Changing persona takes effect on new conversations. A call or chat already in progress finishes with the persona it started on.

Which one should I change?

I want to…	Go to
Fix a wrong price, hours, or policy	Instructions, or Knowledge base
Make it less pushy / more formal / warmer	Persona — copy and edit
Change what it does when it cannot help	Persona — copy and edit
Add products it can talk about	What you sell
Change which channels it answers on	Configuration