Prompt Customization

Keva's Brand Voice settings shape the tone and style of AI-generated replies. They are a shared style configuration for the Copilot settings screen, not a place to define tools, approvals, security rules, or business actions.

What Brand Voice Controls

Brand Voice can provide:

• A primary tone: Formal, Friendly, Casual, or Technical
• Tone and style guidance for phrasing, register, and vocabulary
• An agent name and email signature
• Example customer-question and reply pairs to show a preferred style
• Phrases the AI should avoid in replies

Where to Edit Brand Voice

Go to Settings → Copilot in your dashboard and open the Brand Voice section. The form contains the tone selector, Tone & style guidance, agent name, email signature, example Q&A pairs, blocked phrases, and Save AI Configuration.

The configuration is shared for the current Copilot settings context. The form does not provide separate per-topic controls or saved revisions.

Tone and Style Guidance

The Tone & style guidance field is included in the AI prompt as Brand Voice guidance. Use short, descriptive guidance such as:

Warm and conversational. Use short paragraphs and plain language.
Keep technical terms only when they help the customer understand the answer.

Avoid using this field to ask Keva to take an action, bypass an approval, reveal private information, or change how tools and safety checks work. Those boundaries are controlled elsewhere in Keva.

Other Brand Voice Fields

Agent Name and Email Signature

The agent name can be used in the {{agent_name}} template. The email signature can be used in the {{signature}} template. Keva is asked to use the signature in replies, but check the draft when the exact wording matters.

The {{company_name}} template is also available for company-specific wording.

Example Q&A Pairs

Add up to five customer-question and ideal-reply pairs to demonstrate the style you want. Examples guide response style; they do not grant new permissions or override approval and delivery rules.

Blocked Phrases

Add phrases that should not appear in replies. Keva includes common filler phrases in the default blocked list, and the list can contain up to 50 entries.

Writing Useful Guidance

Prefer observable style choices:

• “Friendly and concise; use the customer's first name when available.”
• “Formal and calm; explain unfamiliar terms in plain language.”
• “Technical but not jargon-heavy; use short paragraphs.”

Keep Brand Voice examples focused on tone and style. A request to issue a refund, change a website, or skip a review is an action request, not style guidance.

Save and Check a Draft

1. Edit the Brand Voice fields in Settings → Copilot.
2. Click Save AI Configuration.
3. Review a generated draft to confirm its tone, phrasing, signature, and blocked-phrase behavior.

Brand Voice does not replace knowledge-base grounding, ticket context, approval controls, action limits, or reply-delivery gates. A style change cannot make a reply or action eligible when those other checks do not allow it.