Using Brand Studio to manage your AI agents

What is Brand Studio?

Brand Studio allows you to create and manage multiple identities for your AI agents, each with its own style guide, knowledge access, workflows, and persona. This gives you fine-tuned control over how each agent behaves across voice, chat, email, and copilot.

Creating separate brands for your AI agents helps establish consistency, ensuring that each brand’s voice remains unique but consistent across all customer interactions. It also empowers your support teams to create accurate, on-brand responses right from the start, reducing the time spent on rephrasing and edits.

Each brand can have:

• Its own tone, formatting, and writing style
• Access to specific knowledge sources and workflows
• A unique agent persona with custom avatar, voice, and name

How do I create and manage my brands?

To manage your brands, simply navigate to Brand Studio in Assembled. You’ll need administrator access.

There, you’re able to create new brands in the top right corner by selecting Create new brand. Existing brands will be listed below, in a grid. For each brand, you’ll see the AI agents it’s linked to.

Each brand also has its own dedicated settings page where you configure its style, knowledge access, workflows, and persona.

Configuring a brand’s settings

Brand information

Brand information allows you to set up general details about your agent, to help reference in the future. You can set:

• Name - The internal name for you to reference across Assembled
• Description - The internal description of your brand
• Background and instructions - An open-ended prompt that allows you to provide general company context for your AI agent to reference across channels
• Brand color - Your brand color to help visually identify your AI agent

Agent persona

Each brand has its own agent persona, including:

• Name - The name customers will see when interacting with the agent
• Avatar - A visual identity for the agent
• Voice - Voice settings for agents handling voice interactions

Customizing a brand's tone and style

Within each brand's settings page, you'll find a style section. Here you can adjust the general attributes for your brand using:

• Predefined preferences like “Humor level” and “Message length”
• Preferred and avoided phrases
• Custom style prompts for chat, email, and voice that allow full customization of your company’s tone

This page replaces and extends the previous “Style guide” functionality, where your company was limited to one style across all agents. Brands now allows many different styles, enabling you to support a wider range of products, features, and customer sets.

Setting your brand’s access

Brands can be limited to only reference specific knowledge articles and workflows. This helps you to ensure your AI agents are only providing information relevant to the specific brand being used.

How do I assign a brand to an AI agent?

Once you've created and configured your brands, you can assign them to your AI agents. Different agents and profiles can use different brands, giving you flexibility to match the right brand to each customer-facing channel or use case.

Chat and Voice agents have settings that allow you to select the specific brand profile you want to use. With a brand selected, many configuration settings will become inherited from the brand. If needed, you can override individual settings in the AI agent settings.

Email agents and Copilot will inherit their settings from your default brand.

Best practices for setting your brand’s style

Here are some tips for writing effective custom tone and style guidelines

Including examples

• Actionable: Include sample responses that show the style you want to achieve. Cover different scenarios like addressing frustrated customers or answering routine questions.
• Specificity: Be detailed with the style elements you want the system to prioritize. For example, you might specify that replies need to be under 15 sentences.

Structuring your style guide

• Consistent layout: Maintain a consistent format throughout the guide, so your AI agent knows how your guidance is structured.
• Accessible language: Use clear language that is easy for anyone to understand, regardless of their experience level. Avoid technical jargon unless it is well-defined within the guide.
• Markdown formatting: Using a structured formatting language like Markdown or XML helps your AI agent navigate the guidance.

Continuous improvement and feedback

• Iterative updates: Regularly update the style guide based on feedback from your team and customers. This ensures that the guide remains relevant to your company’s needs.

Here's a snippet 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.