Two settings on Chloe's page shape every reply she writes. One controls how she sounds. The other controls what she is able to say at all.

Two different dials

Tone: How she says things. A slider, changed in a second, effective immediately.
What Chloe knows: What she has to say. Not a setting you type into; a list of facts she has distilled from your knowledge sources.

Confusing the two wastes a lot of time. A reply that sounds cold is a tone problem. A reply that says "I don't have that information" is a knowledge problem, and no amount of tone adjustment will fix it.

How Chloe sounds

Tone is a slider running from Technical to Empathetic, with five stops: Technical, Leans technical, Balanced, Leans warm, and Empathetic.

Both ends are equally capable. They sound different. The same facts are delivered either briskly or warmly.

Underneath the slider is a Preview showing the same reply written in the tone you have selected, so you can hear the difference before you commit to it.

Technical: Short, precise, no softening. Suits developer tools and expert users who want the answer and nothing else.
Balanced: The middle, and a safe starting point for most businesses.
Empathetic: Warmer, more acknowledgement of how the customer feels. Suits consumer products and anything people get upset about.

Match the tone to your customers, not to your own taste. If people arrive frustrated, lean warm. If they arrive impatient, lean technical. Read the Preview before saving. It is faster than reasoning about it.

How to change the tone

1In the left-hand sidebar, under Agents, click Chloe.
2Click Settings.
3Find the Tone section.
4Drag the slider to the stop you want.
5Read the Preview underneath to check it sounds like you.

What Chloe knows

Below tone is a list headed What Chloe knows. These are facts she has distilled from your knowledge base and keeps in mind for every reply, each one backed by a source article.

It is worth reading, because it is the clearest picture you will get of how well she actually understands your business. Facts here are short and specific, such as an address, an opening time, or what your product is.

You do not edit this list directly. It is a consequence of your knowledge sources: change those, and this changes after the next sync.

How facts are grouped

Facts are sorted into labelled groups such as About, Contact and Hours, which makes gaps stand out. A business with nothing under Contact is a business whose AI cannot tell a customer how to reach a human.

Each fact also shows how long it has been known, so you can tell settled facts from recent ones.

Reading the sync line

At the top right of the section is a line like 8 facts · Synced 11 days ago.

Two things to take from it. The count tells you how much she has actually established. A handful of facts is a thin foundation. The sync time tells you how current it is: if you changed your knowledge sources yesterday and this says eleven days, the change has not reached her yet.

Before your first sync, this section explains that facts will appear here as she reads your material. An empty list on a new workspace is expected, not broken.

What to do if a fact is missing or wrong

Missing: She has nothing to distil it from. Add or improve the knowledge source that should contain it, then check back after the next sync.
Wrong: The source says something wrong, or something out of date. Fix it there. Correcting her in a conversation patches one answer; fixing the source fixes all of them.
Right but badly worded: That is not a knowledge problem. Adjust the tone, or add a guided answer for that particular question.

Adjusting Chloe's tone and what she knows