We’re introducing new ways to fine-tune how your AI Agent communicates across channels, helping you deliver a more natural and consistent multi-channel experience.

Channel-Specific Tone of Voice

You can now customize your AI Agent’s tone of voice separately for each channel—Chat, Email, Voice, and Hello—while keeping the overall brand identity consistent.

This allows you to adapt communication style to each medium’s needs. For example:

• Use shorter, more concise messaging for Voice

• Provide more detailed explanations in Email

• Keep Chat responses quick and conversational

Channel-Specific Guidances

Guidances can now be applied to individual channels. This gives you the flexibility to tailor certain behaviors or instructions to Chat, Email, Voice, or Hello—without changing your AI Agent’s behavior elsewhere.

If no channel limitation is added, a guidance will continue to apply across all channels by default.

Read more in documentation.