Train → Persona is where you tune what your assistant sounds like — its name, its voice, its answer length, and any free-form instructions you want it to follow. Changes are previewed live as you edit. This article walks through every field on the screen.
In this article
Where Persona lives
The Identity card
The Voice card — tone and length
The Advanced card — custom instructions
The Live preview
Saving and discarding changes
Tips that pay off
Where Persona lives
Open Train → Persona. The page is a two-column layout:
Left column — three cards: Identity, Voice, Advanced instructions.
Right column — a Live preview of how a Q&A would render with your current settings.
A Polaris Save bar appears at the bottom once you make a change, with Save and Discard actions.
ℹ️ Note: The tone, answer length, and assistant name are gated by the Customize agent persona permission. Custom instructions are gated by the Custom instruction permission. If your plan doesn't include one of these, you'll see a lock; the live preview still reflects defaults.
The Identity card
The Identity card controls what shoppers see in the widget header:
Assistant name — what the assistant is called. Default: Convi. You can rename it to Mia, Lulu, Store Concierge, anything.
Avatar — upload a PNG/JPG/SVG, change, or remove it.
These fields are also editable in the Setup wizard → Store profile step. Whichever you set first, the other reflects.
The Voice card — tone and length
Two settings sit together because they control the same dimension: how the assistant speaks.
Tone of voice — four options. Each one changes word choice, sentence rhythm, and emoji usage:
Tone | Feel |
Casual | Relaxed. "Yep — we've got two fabrics…" |
Friendly | Warm. "Great question! Our Linden sofa comes in two fabrics — performance weave and boucle." |
Professional | Polished & precise. "The Linden sofa is offered in two fabrics: performance weave and boucle." |
Enthusiastic | Upbeat. "Oh yes! The performance weave on our Linden sofa laughs in the face of claws 🐾" |
Answer length — three options:
Length | Feel |
Short & concise | One or two sentences. |
Medium | Default. Two or three sentences. |
Longer & thorough | Adds context, examples, and follow-ups. |
💡 Tip: Pair short answers with a casual tone for fast-moving categories (apparel, gifts, accessories). Pair detailed answers with professional tone for considered purchases (furniture, electronics, supplements).
The Advanced card — custom instructions
A free-form text area appended to every assistant prompt. Use it to capture anything that doesn't fit in tone or rules — context about your products, your customer base, your delivery / return windows, or any signature behaviors.
The on-screen description: "Free-form details about your store, your customers, and how you want Convi to answer. Appended to every prompt."
A placeholder shows the kind of content that works well:
"E.g. We sell handmade candles for people who love cozy, natural scents. Our customers are mostly women aged 25–45. We ship in 2–3 days, accept returns within 14 days, and respond via email and Instagram."
Keep this short and signal-dense. Long instructions don't help — and they crowd out the rest of the prompt.
The Live preview
The right column renders a sample two-turn conversation using your current Identity, Voice, and Length. The shopper asks:
"Do these sofas work with pets?"
And the assistant's answer adapts in real time as you change tone and length. A follow-up turn ("What about stain resistance?") lets you see the assistant's style across more than one message.
A small notice reads: "Changes apply after Save." — the preview is faithful, but the live storefront won't reflect changes until you click Save.
Saving and discarding changes
When you change any field, the Save bar slides up:
Save — applies changes immediately to the live assistant. A toast confirms.
Discard — reverts to the last saved values.
Until you save, the assistant on your storefront keeps using the previous settings.
Tips that pay off
Don't try to micromanage tone with custom instructions. The four tones do most of the work. Use Advanced instructions for facts and constraints, not stylistic nudges.
Use rules for behavioral instructions. If you find yourself writing "If a customer asks for a discount, offer 10% off…" in Advanced — that's a rule. Move it to Train → Rules so you can toggle it on/off.
Re-test after a tone change. Open Evaluate → Playground and run the same 4–5 questions before and after to feel the difference.
Don't change the assistant's name late. Shoppers who saw a different name in past conversations may be confused; if you do rename, do it during a low-traffic window.