Extensions

Custom Persona and Brand Voice Tuning

Your agent sounds like your business: the right tone, the right words, and the phrases you never want used.

An agent that sounds generic makes your business sound generic. This add-on tunes the persona, tone and style rules of the agent you already run, so it sounds like you: the words you use, the phrases you avoid, and how you handle an apology or an upset customer. You approve the rules and see before-and-after replies to the same questions.

Makes your agent sound like your business, not a template
Bans the words and phrases you never want used
Shows before-and-after replies so you can judge the change

$1,500 10–20 working days

Choose delivery and add to cart Ask an expert

What it is

Custom Persona and Brand Voice Tuning adjusts the persona, tone and style rules of an agent you already run, or are buying now. We agree how it should sound, which words it uses and avoids, and how it handles tricky moments, then test the result with the parent product. You see before-and-after replies.

Why businesses buy it

Customers notice when an assistant sounds off-brand: too stiff for a friendly shop, too casual for a law firm, or careless with an upset customer. Those small moments shape how people feel about you. Tuning the persona puts your voice into written rules the agent follows every time, including the difficult moments where tone matters most. The written scope covers the persona, style rules, banned phrases, guidance for tricky conversations and before-and-after test replies, so you can see the improvement before it goes live.

Problems this solves

The agent sounds generic and nothing like your business

This add-on tunes the agent's persona, tone and style rules. We agree how it should sound and which words it uses and avoids, then test the result with the parent product.

Replies feel off in tricky moments such as complaints

The tuning covers how the agent handles difficult moments, such as complaints and refusals, not just greetings. You see before-and-after replies, so you can judge the change yourself.

Different staff describe the brand voice in different ways

The agreed persona and style rules are written into the updated documentation. Everyone has one reference for how the agent should sound, which makes later changes easier to judge.

Scope card SKU UPM-A0022

Custom Persona and Brand Voice Tuning

Everything this build includes, written down before you pay. Choose how you want it, own the code or license it yearly, then the delivery speed and any add-ons.

$1,500 one-time build price

What is included

Channel: As per the parent product
Integrations: As described in the add-on
Knowledge: As per the parent product
Workflows: Tunes an existing agent's persona, tone and style rules
Languages: As per the parent product
Testing: Tested together with the parent product
Revisions: 1 round
Handoff: Written handover report
Support: 14 days after launch

A good fit if

Your agent answers correctly, but it sounds generic or not like your business.

You have brand guidelines, a style guide or examples of replies you like.

There are words, claims or phrases your agent must never use.

Your agent is conversational or generates content, such as a chat, voice, messaging or writing product.

Not the right fit if

You want a reusable brand voice profile for all your writing tools. AI Brand Voice captures that profile.

You want a phone agent's spoken voice, pace and pronunciation changed. Custom Voice Selection and Tuning is for voice agents.

You run several brands that each need their own voice and knowledge. Multi-Brand Setup configures them.

You want the agent to speak another language. The Additional Language Pack adds one.

How it works

We study your voice. Brand guidelines, approved replies and examples of what to avoid.
Persona and style rules are written. Tone, formality, sentence length, words to use and words to ban.
Tricky moments are covered. How it sounds when saying no, apologizing, or handling an upset customer.
Side-by-side tests. We run the same questions before and after tuning so you can compare replies.
You review and one revision round adjusts anything that still feels off, then documentation is updated.

What you provide within 72 hours

Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.

The order reference of the agent being tuned
Your brand or style guidelines, if you have them
Examples of replies you like and replies you dislike
Words, claims or phrases that must never appear
One person who decides how the brand should sound

The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.

Timeline

Start Guidelines and examples received

Weeks 1–2 Persona and style rules drafted

Week 2 Rules applied to the agent

Week 2 Before-and-after test replies compared

Week 2 Your review and one revision round

Go-live Tuned persona live, style rules documented

Delivery options, in working days (Monday to Friday) from completed intake. They can extend because of national or public holidays, technical issues outside our control (such as platform outages, third-party changes, account approvals or access delays), or natural disasters and other events beyond our control. If a delay happens, we tell you in writing with a new date.
Option	Delivery time	Price
Standard	10–20 working days	$1,500

What you receive at handover

Your existing agent with tuned persona, tone and style rules
Before-and-after sample replies
Updated documentation recording the agreed voice, words to use and words to avoid
A test report, a handoff note and a short written walkthrough

Expected benefits and how to measure them

Helps the agent sound more like your team
Can reduce awkward replies in sensitive conversations
Gives staff a shared reference for the brand voice

Tone complaints: Count customer comments about the agent's manner in the month before tuning and the month after.
Internal review score: Have a manager rate a sample of replies for tone each month, using the same simple scale.
Conversation satisfaction: If your product collects ratings, compare average ratings for four weeks before and after the change.

Before you start: Save a set of current replies, including a few difficult ones, before tuning starts. Note any customer feedback about how the agent sounds.

These are things to track, not promised results. Outcomes depend on your data, your team and your market.

Running costs

Tuning does not change running costs in a meaningful way; AI model usage stays in your own accounts, billed as it is now. We charge once for the tuning.

Ask about running costs

Custom requirements

Several personas for different audiences, a persona per channel, or a full brand voice exercise from nothing are beyond this add-on. Note them at checkout for a written Change Quote. Larger or bespoke projects go through the Custom AI request form instead.

Request a custom version

Keep it running

The persona is covered by the parent product's maintenance, which grows in line with the add-on's price. Adding a banned phrase or adjusting tone for a campaign uses its monthly change hours.

Adds $75/mo to maintenance

Covered by the main product's maintenance, which grows by this amount.

How maintenance works

How this compares

	Do it yourself with a SaaS tool	Hire a custom agency	Upmark Labs
Price	A tone setting with a few presets, included in the plan	An agency quotes a brand voice project	Ours is one fixed price, shown before you buy
Specificity	Friendly, formal or casual	A full brand book	Ours writes rules your agent follows, including banned phrases
Difficult moments	Not covered	Depends on the brief	Ours covers refusals, apologies and upset customers
Proof	Trust the setting	Depends on the brief	Ours shows before-and-after replies to the same questions

Questions about this product

Do we need written brand guidelines for persona tuning?

No, though they help. Examples of replies you like and dislike are often more useful than a long brand book. If you have neither, we draft the persona from a short conversation with the person who decides how your brand should sound, and you approve it.

Will tuning change what the agent says, or only how it says it?

Only how it says it. The facts still come from the agent's approved knowledge. Tuning changes tone, wording, length and how it handles difficult moments. If answers are wrong or missing, that is a knowledge problem, which Knowledge Base Expansion addresses.

Can we ban particular words or claims?

Yes. A list of words, phrases and claims the agent must never use is part of the style rules, for example promises you cannot keep or terms your legal team dislikes. The tests include questions designed to tempt the agent into using them.

Does persona tuning delay the launch of my agent?

No. The tuning is tested together with the agent and follows the delivery speed you chose for it, so both go live on the same date. Faster speeds are available, each with a fixed price and date shown before you pay. Sharing brand guidelines and sample writing during intake helps us get the voice right first time.

How will we know the tuning worked?

You see before-and-after replies to the same set of questions, side by side, so you can judge the difference yourself. Your reviewer flags anything that still feels off, and the one revision round covers those changes before the tuned persona goes live.

Does it change the voice on our phone agent?

It changes the words a phone agent uses, not the sound of the voice. For the spoken voice itself, such as pace, accent or pronunciation of names, Custom Voice Selection and Tuning is the add-on for voice agents. The two can be bought together.