Your shop voice: one setting, every agent
The plain-language description at the top of AI Agents that grounds every agent's drafting — write it once and the whole crew sounds like you.
AI & automations13 in this section
Shop voice is its own tab under AI Agents — one textarea where you describe, in plain language, how your shop talks. Everything that writes anything reads it: the Campaign Runner's blasts, the inbox Composer's drafts, the wording the Automation Assistant proposes for a rule — and it shapes Dash's tone too. Set it once and the whole crew sounds like you instead of like a robot.
What a good voice description looks like
Where the voice sits in the stack. Four settings shape what an agent sends, and they are easiest to keep straight by what question each one answers. They stack rather than compete — none of them overrides another, and none of them can loosen the always-on safety rules on each agent's Prompt tab.
Who decides what
Plain language beats prompt engineering
Describe tone, what to mention, and what to avoid — like briefing a new front-desk hire. You don't need AI jargon, and changes take effect on each agent's next run. For an automation you need none of it: you write the text itself.
Troubleshooting
Agent messages still sound generic.
Why: The shop voice is empty, or so vague (“be friendly”) that it doesn't constrain anything.
Fix: Write 2–4 concrete sentences: tone, point of view, things to always mention, things to never say. Save, then check the next drafts.
I updated the voice but a queued draft kept the old wording.
Why: Drafts already sitting in the Approvals queue were written before your change; the voice applies to new drafting.
Fix: Edit the queued draft directly before approving — the textarea is fully editable — and future drafts will use the new voice.
The Save button is missing.
Why: Only owners and managers can change the shop voice; everyone else sees it read-only.
Fix: Ask a manager to update it, or have your role changed on the Team page.
Common questions
Does the shop voice change my human-written messages?
No — it only grounds what the AI writes. Your own inbox replies are untouched unless you tap the AI-draft button.
Shop voice vs. an agent's own prompt — which wins?
Neither: they stack. The shop voice is the base personality every agent shares, and an agent's prompt adds what that one job needs on top of it. If you had typed into the old “Extra instructions” box, it is already carried into the first question on that agent's Prompt tab the first time you open it.
Do I put my prices in the shop voice?
No — facts belong in Shop Memory and your service catalog, and each agent's Knowledge tab decides which of them it may look up. The shop voice is for how you sound, not for what is true.