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Characters

Give every agent a voice your customers will actually like

A character is the person doing the job: their name, avatar, colour, how they respond, up to three voice styles, the model they think with and how hard they think. Build a character once and reuse it across agents, or switch characters from one step to the next.

Try it free How it works
A character is assembled with an avatar, voice styles, model, thinking level and backups, then replies over SMS in natural split bubblesCHARACTERAVAvaFriendly studio conciergeVOICE STYLESWarmConcisePlayfulAI MODELclaude-sonnet-5 · AnthropicTHINKINGmediumBACKUP MODELSgpt-5-minigemini-3-flashSplit messages on SMS & chatSMS · JordanHi! Is there parking atthe studio?Hi Jordan! Yes :)Free parking right behindthe buildingWant me to save you aspot in Thursday's class?
3voice styles per character
5backup models per character
Per stepcharacter overrides
Naturalmulti-bubble SMS replies
Deep dive

A closer look at Characters

01 · Voice

Same answer, three completely different personalities

Describe how a character should respond and pick up to three voice styles. A friendly concierge, a crisp account manager and a laid-back surf-shop owner can all explain the same return policy, each in a way that fits the brand and the channel.

  • Free-form “how to respond” guidance
  • Up to three combinable voice styles
  • Name, avatar and colour shown across the app
  • Characters are shared across all your agents
Three characters answer the same return-policy question in three distinct voicesWhat's your return policy?AVAvaWarm conciergeHappy to help! You have30 days to returnanything, and the returnshipping is on us.MXMaxCrisp account managerReturns: 30 days fromdelivery. Prepaid labelincluded. Refund within5 business days.KAKaiLaid-back surf shopNo stress! Send it backwithin 30 days, thelabel's on us. Easy.Same facts, three voices
02 · SMS & chat

Message splitting that reads like a person texting

Long paragraphs feel robotic over SMS. Turn on message splitting and the character sends its reply as a few short bubbles, the way people actually text, while email replies stay as one well-formed message.

  • Split replies into natural bubbles on SMS and chat
  • Email keeps a single, complete reply
  • Works with every model and provider
  • Configured per character
A long reply shown as one robotic block versus the same reply split into three natural text bubblesWithout splittingDo you do weekends?Yes, we're open Saturdays9am to 4pm and Sundays10am to 2pm. Weekendslots fill quickly, so I'drecommend booking ahead.Would you like me tocheck availability forthis weekend for you?Reads like a botWith splittingDo you do weekends?Yes! Sat 9–4 and Sun 10–2They fill up quicklyWant me to check thisweekend for you?Reads like a person
03 · Per step

Hand the conversation to the right specialist

Every agent has a default character, and any step can override it. Let a friendly qualifier open the conversation, then hand over to a precise booking specialist running a faster model, without the contact ever feeling a seam.

  • Default character per agent
  • Override the character on any step
  • Different models and thinking levels per step
  • A/B test characters against each other
Different flow steps speak through different characters and models while the conversation stays seamlessGreet & qualifyAVAvasonnet-5 · mediumBook appointmentMXMaxhaiku-4.5 · fastAftercareAVAvadefault characterHi, I'd like a teeth whitening quoteLovely! Is this for an event?AVYes, a wedding in JuneBooked: Tue 3 May, 10:00. See you then.MXTip: avoid coffee for 48 hours after!AV
Under the hood

The details

Identity

Name, avatar and colour, shown in the Inbox, debugger and analytics.

How to respond

Plain-language guidance on tone, length and manners.

Voice styles

Up to three styles combined into one voice.

Model & provider

Anthropic, OpenAI or any of 350+ OpenRouter models.

Thinking level

Dial reasoning effort up for complex steps and down for fast replies.

Backup models

Up to five cross-provider fallbacks, tried instantly when a model fails.

Use cases

Who it's for

Multi-brand agencies

One character per client brand, reused across that client's inboxes.

Sales hand-offs

A warm opener for first touch, a detail-oriented closer for booking.

Channel-aware tone

Short, split bubbles on SMS and full paragraphs on email.

FAQ

Characters: common questions

Is a character the same as an agent?

No. An agent is a job flow plus a default character. The character is the voice and brain; the flow is the job.

Can I use my own avatar?

Yes. Pick any avatar for a character; it's shown wherever that character speaks.

Can different steps use different models?

Yes. Override the character on a step and it can bring its own model and thinking level.

Does message splitting affect email?

No. Splitting is for SMS and chat; email replies stay as one message.

Keep exploring

Works hand in hand with

Build

Any model + fallbacks

Anthropic, OpenAI or 350+ OpenRouter models, with five cross-provider backups and cost tracking.

Explore Build

Visual job flows

Design agents on a canvas: steps with objectives, AI conditions, switches, scenarios and exits.

Explore Grow

A/B testing

Split conversations across 2–4 variants and prove a winner on bookings, tags, lead score or sentiment.

Explore
Get started

Put it to work on your own inbox

Connect an inbox, describe the job, test it in a sandbox and go live with exactly the autonomy you're comfortable with.

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