# The agent's personality, tone and language

> Give your agent a name and photo, write its instructions, pick its tone and writing style (including humanized) and the language it uses to answer your customers.

Source: https://docs.watsi.ai/en/agent/personality-and-language

In the **🤖 Agent** tab you define who your agent is: its **name and photo**, its **custom instructions**, how it talks (style, writing and tone), **which language** it replies in and your **business information**. This is what makes the agent sound like your agency and not a generic bot. Changes reach your customers when you save and publish a version.

## Identity and instructions

### Open the "🤖 Agent" tab
### Give it a name and photo
    "Agent name" (up to 30 characters) and, by clicking the photo box, an image.
### Write its "Custom instructions"
    What it should do and how. For example: "Always mention that the first visit is free" or "If
    they ask about Infonavit financing, ask whether they are already pre-qualified".

> **Tip**
  Write concrete instructions, one idea per line. What the agent must **never** say goes in [Hard
  rules](/agent/hard-rules), which outrank the instructions.

## Customize your agent

| Option                 | Values                                                      |
| ---------------------- | ----------------------------------------------------------- |
| **Conversation style** | 🎩 Formal · 😎 Casual · ⚖️ Balanced                         |
| **Writing style**      | 💼 Professional · 😊 Casual · 🧑 Humanized                  |
| **Tone**               | 😎 Casual · 👔 Professional · 😊 Friendly · 🎉 Enthusiastic |

### "Humanized" style

"Natural imperfections so it reads as fully human": watsi rewrites every reply so it reads like a message typed on a phone. In Spanish:

- It drops accents, but keeps ñ and ü.
- It drops the ¿ and ¡ marks and the final period of each bubble.
- It starts each sentence in lowercase.
- It turns lists into running text.
- It **never touches** links, emails, prices, times, proper names or brands (watsi, WhatsApp, Instagram…).

It applies on WhatsApp, Instagram, Messenger, the web widget and follow-ups. In Portuguese it keeps accents. The other styles are sent exactly as the agent writes them.

## Reply language

By default the agent answers each customer in the language they write in. In "Reply language" you choose:

- **Automatic — the customer's**, with a "Fallback language" (Spanish, English or Portuguese).
- **Always Spanish**, **Always English** or **Always Portuguese**: the agent always replies in that language.

> **Tip**
  If all your prospects write in Spanish, choose "Always Spanish" so the agent never switches
  language.

## Behavior

- **Max wait before replying** — before each reply the agent waits a random time, like a person would, and if the customer sends several messages in a row they get a single reply. At 0 ("No wait") it answers right away.
- **React with emoji** — lets the agent react to messages with an emoji.
- **On for new conversations** — decides whether the agent starts on or off in each new conversation.

> **Note**
  "Max wait before replying" and "On for new conversations" apply as soon as you save; they don't
  wait for you to publish a version.

## Business information

The agent uses what you write here to answer basic questions about your company:

| Field               | Limit            |
| ------------------- | ---------------- |
| Company name        | 100 characters   |
| Website URL         | —                |
| Industry            | 100 characters   |
| Location            | 50 characters    |
| Company description | 1,500 characters |

"Set business hours" lets you define your **Business hours**.

## Related

- [Memory](/agent/knowledge)
    Documents your agent uses to answer.
- [Versions and publishing](/agent/versions)
    How your changes reach customers.

## FAQ

### What does the "Humanized" writing style do?

It rewrites every reply so it reads like a message typed by hand on a phone. In Spanish it drops accents (except ñ and ü), the ¿ and ¡ marks and the final period, starts in lowercase and turns lists into running text. It never touches links, emails, prices, times, proper names or brands.

### Which languages can the agent reply in?

Spanish, English and Portuguese. In "Reply language" you choose "Automatic — the customer's" or pin one of the three.

### Is there a length limit for the instructions?

The "Custom instructions" field has no limit on screen. Even so, short and concrete instructions work better than a very long text.