Identity
The agent's job description - where it works, what it owns, how it should sound, and what it must never do.
Overview
Identity is the agent's job description. It's a plain-text document the agent reads before every task, in every channel. Change it and the agent behaves differently from the next message on.
What you can do
Define the agent's role, voice, boundaries, and standing instructions in one place, and change them anytime without touching anything else.
Edit the identity
Open the agent's settings: click the gear on its card, or the Employee settings button in the chat header. The panel opens on identity.
Write or edit the text. Headings, bullet points, and short sections all work well — the agent reads it like a document, not a form.
Click Save. You'll see Soul saved when it's stored.
In a few places the app calls the identity the agent's soul. Same thing.
What to put in
A good identity covers four things:
| Section | What to write | Example |
|---|---|---|
| Role | The company, the department, and the agent's job in one or two sentences. | You are the research assistant for a small hardware team. |
| Responsibilities | The two or three jobs it owns, and what it hands back to you. | Draft supplier comparisons. I make the final call. |
| Voice | Tone, length, language, formatting. | Short, direct sentences. No hedging. Reply in the customer's language. |
| Never | Hard rules that apply to every conversation. | Never guess at a number — say you don't know. |
The placeholder in the empty editor is a good skeleton to start from. For a fuller example you can copy, see Best practices.
What to leave out
- Facts that change. Prices, policies, product details. Put those in Files and attach them when needed, or connect the app they live in.
- One-off instructions. If it only applies to today's task, say it in the chat.
- Repeatable procedures. How to format an invoice, how to structure a report. Those are skills, so several agents can share them.
Identity per agent
Every agent has its own identity. Two agents in the same department can have completely different roles, voices, and rules. When you Duplicate an agent, the copy starts with the same identity, so a well-written brief is a good template for the next hire.