Plans and permissions:
- Add-on: AI agents or Copilot, billed separately
- Create and edit brands: Admin role
Use Brand studio to control how your AI agents sound, what they know, and who customers think they’re talking to. Each brand has its own style guide, knowledge access, workflow access, and agent persona, so you can support different products, websites, or customer groups with the voice that fits each one. Your agents’ replies start on-brand, which also means less rephrasing for your team when they review them.
To open it, go to Configure > Brand studio.
How brands work
- Each brand has a name, a description, instructions about what your agents cover, a brand color, and an agent persona with a name, avatar, and voice.
- Brand studio lists your brands as cards. Each card shows which AI agents use the brand.
- One brand is your default brand, marked Default on its card.
- Chat and voice agents can each use a different brand, and Copilot uses the same brand as the email agent. See Assign a brand to an AI agent.
- When a chat or voice agent uses a brand, it takes most of its settings from the brand. You can override individual settings in that agent’s settings.
Create a brand
- Go to Configure > Brand studio.
- Select Create new brand.
- Enter a Name, and select Create brand.
- Set up the brand on its General, Style, and Access tabs, then select Save changes. See Brand settings.
To copy an existing brand, open it and select Duplicate brand from the menu next to the brand name. From the same menu, you can also select Set as default brand or View edit history.
Assign a brand to an AI agent
Each AI agent chooses its brand in its Brand and style card:
- Chat agent: go to AI support > Chat agent, open the chat agent, and choose a Brand on the Content tab.
- Voice agent: go to AI support > Voice agent, open the voice agent, and choose a Brand on the General tab.
- Email agent: go to AI support > Email agent, and choose a Brand on the Pre-automation tab.
- Copilot: uses the same brand as the email agent.
On a chat or voice agent, settings that come from the brand show From brand and the brand’s name. To change one for that agent only, select Override brand configuration. To go back to the brand’s setting, select Reset to brand configuration.
Brand settings
Each brand has three tabs.
General
| Setting | What it does |
|---|---|
| Brand name | The name you use for the brand inside Assembled. Customers don’t see it. |
| Brand description | An internal description of the brand. |
| Agent scope and instructions | General context about your company, and what agents using this brand should cover, across all channels. |
| Brand color | The color that identifies the brand’s AI agents. |
| Name (under Agent persona) | The name customers see when they talk to the agent. |
| Avatar | The image customers see for the agent. |
| Voice | How a voice agent using this brand sounds on calls. |
Style
The Style tab sets how agents using this brand write and speak.
| Setting | What it does |
|---|---|
| Humor level | None, Gentle, or Playful. Applies in all channels. |
| Preferred phrases, Avoided phrases | Phrases agents use when they fit, and phrases they avoid or use sparingly. These apply to chat and email only. |
| Chat style | A free-text style guide for chat replies. |
| Email style | Message length, Tone, Emojis, and Bullet points, plus a free-text style guide for email replies. |
| Voice style | A free-text style guide for how the voice agent speaks. |
| Custom vocabulary | Product names and terms the voice agent should recognize on calls, one per line. Test them in the voice agent’s preview. |
Note: A chat agent uses the brand’s chat style only when its Chat style setting is Use customized brand style. You’ll find this on the chat agent’s Setup tab, under Chat agent instructions. With Default, it uses Assembled’s standard conversational but professional style.
Access
The Access tab limits which knowledge and workflows agents using this brand can draw on, so they only give answers that are relevant to the brand.
| Setting | What it does |
|---|---|
| Access level | External only uses your customer-facing help centers and websites. Internal and external also uses private company knowledge. Use it with care: it can expose confidential information to customers. See Knowledge access levels. |
| Only use articles with these tags | Searches only articles with at least one of these tags. If empty, all articles are searched. |
| Don’t use articles with these tags | Leaves out articles with these tags, even if they also have a tag from the field above. |
| Workflows | All workflows, Specific workflows, or Exclude specific workflows. Inactive workflows are never used. This applies to chat and voice agents only. |
Write effective style guidance
These tips help you write the free-text style guides on the Style tab. Copilot uses the same brand as your email agent, so its drafts follow these guides too. If Copilot’s drafts come out too wordy or in the wrong language, see Copilot draft problems.
Include examples
- Include sample replies that show the style you want, for different situations, such as a frustrated customer or a routine question.
- Be specific about what matters most. For example, say that replies must be under 15 sentences.
Structure your guidance
- Use the same layout throughout, so your AI agents can tell how your guidance is organized.
- Use plain language. Avoid jargon unless you define it in the guide.
- Use Markdown or XML headings to help your AI agents find their way around the guidance.
Keep it up to date
Update your style guidance regularly, based on feedback from your team and customers, so it stays relevant.
Example style guide
Here’s an excerpt from a strong style guide:
# General Guidelines
Responses should:
- Demonstrate **empathy** and offer assurance of help if appropriate.
- **Acknowledge and restate** the issue to demonstrate understanding
# In-practice examples
Here's an example where the response was **thorough, thoughtful, and customer-first**. Additionally, the response built anticipation for new features being shipped this year:
## Example
Hey {{name}},
Thanks so much for spending the time and reaching out with this feedback video. I really appreciate you going through the workflows so I can easily share this feedback with the proper teams.
I agree with you that it is weird we have different flows for this part of the product. We have been slowly but surely making changes to make it more approachable and hopefully throughout the year you will see positive changes.For more on writing chat guidance, see Chat agent instructions and style.