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Two settings in the Configure tab do most of the work here: Tone of voice and Answer Length. Together they decide whether your agent comes across as a brisk receptionist or a chatty one, and they change every call without you rewriting a word of your instructions.

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Before you start

  • An agent, even an unfinished one. See Create your first agent.
  • Two minutes.
  • A sense of how your best member of staff sounds on the phone. That is the target.
  • You will be working in your agent’s Configure tab.

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Steps

1

Open the Configure tab

Open your agent and go to Configure. Tone of voice and Answer Length sit under Agent Information, below Time Zone.
2

Set the tone of voice

Pick one of five. Each one shifts how your agent phrases things, not what it knows.
  • Friendly. Enthusiastic, upbeat, encouraging. Good for salons, clinics, and anywhere the caller wants reassurance.
  • Neutral. Casual, respectful, objective. A safe default if you are unsure.
  • Matter of fact. Plainspoken, direct, frank. Good for trades and dispatch, where callers want the answer and not the warmth.
  • Professional. Informative, confident, empathetic. Good for legal, financial, and medical front desks.
  • Humorous. Lighthearted, playful, irreverent. Use with care, and only if your brand already talks that way.
3

Set the answer length

Pick one of three. This is the setting callers notice fastest.
  • Concise. Roughly 30 percent shorter than standard. Best for booking and simple questions.
  • Standard. The default, and right for most businesses.
  • Thorough. Roughly 30 percent longer than standard. It can lift how often a caller gets a complete answer, at the cost of longer calls.
4

Save and call it

Save, then call your agent and ask it something ordinary. Personality is not something you can check by reading the setting. See Test your agent yourself.

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You will know it worked when

You call your agent, ask a normal question, and the answer is the length you expected in the register you expected. If you find yourself waiting for it to stop talking, set Answer Length to Concise and call again.

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How fast it speaks

Where your account has Speaking Rate, you get it in the Call Settings block on the same tab, with three positions: slow, normal, and fast. Normal is the default and suits most callers.
  • Choose slow if your callers are older, if your accent and their accent differ, or if your agent reads out numbers and addresses.
  • Choose fast only for confirmations and short exchanges. It reads as impatient over a full conversation.
  • Not every voice supports speed control. Brilo tells you when the voice you picked does not, and the fix is to choose a naturally slower voice instead. See Choose a voice.

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Expressive speech

Some accounts have Expressive Mode, a beta setting under Agent Information. It adds emotionally intelligent speech and better turn taking, so your agent handles interruptions and shifts in the caller’s mood more naturally. If you do not see it, it is not enabled for your account yet.

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What else you can do here

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If it did not work

It still talks too much on Concise. A setting trims phrasing, it does not remove content. If your instructions tell it to explain three things, it explains three things. Cut the instructions. The tone did not change noticeably. Tone is a nudge, not a rewrite. For a real change in character, say so in the instructions as well as setting the tone. Thorough made calls too long. Go back to Standard and put the detail people actually ask for into knowledge, so it answers fully only when asked. See What your agent can learn. Speaking Rate is greyed out or missing. Either your voice does not support speed control or the setting is not enabled for your account. Pick a slower voice instead.

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FAQ

Set Answer Length to Concise in the Configure tab, then cut anything in your instructions that asks it to explain or offer extra options. The setting shortens the phrasing and your instructions decide how much there is to say, so you usually need both.
Neutral if you are unsure, Friendly for clinics and salons, Matter of fact for trades and dispatch, Professional for legal, financial, and medical. Change it after listening to a handful of real calls rather than guessing twice.
No. It changes how much it says, not what it can say. Everything in your knowledge is still available on every setting, so Concise does not make your agent less accurate.
Set Speaking Rate to slow in Call Settings, where your account has it. Some voices do not support speed control, and Brilo says so when the one you chose does not. Picking a naturally slower voice is the reliable fix.
A little. Voice choice matters more, and specific instructions matter most. The agents that sound human are the ones told exactly how to handle the awkward moments, not the ones with the friendliest tone setting.
Sometimes. It gives a small lift in how often callers get a complete answer, which is worth it for complex services and not worth it for booking. Try it for a week and compare your call recordings.
A beta setting that adds emotionally intelligent speech and better turn taking, so your agent reacts more naturally when a caller interrupts or changes mood. It appears under Agent Information on accounts where it is enabled.