What it is
You decide how Aria writes. In the agent editor, Reply style & rules has:
- Tone: Warm & friendly, Professional, Casual or Enthusiastic.
- Reply length: Short (1–3 sentences), Medium (a short paragraph) or Detailed when needed.
- Emoji: Never, or Sometimes in chat and texts (never in email or on calls).
- Sign-off: an optional line at the end of written replies, for example "– The Riverton team".
- Always and Never: up to 12 short rules each, for example "Offer a test drive when someone asks about a car" or "Never mention competitor dealerships".
- Custom instructions: anything else, in your own words (up to 4,000 characters).
Speaking style (under Voice & personality) changes how she sounds on calls.
On phone calls
Your style, rules and Custom instructions also apply when Aria answers a call to your number, makes a campaign call, or calls a customer from a team note. On a call:
- Tone and your Always and Never rules work the same way.
- Reply length becomes short spoken turns: Short is one or two sentences, Medium two or three, Detailed a little more when the caller asks.
- Emoji and the Sign-off are left out, because they only make sense in writing.
- Aria still always starts by saying she is an AI assistant and whether the call is recorded or transcribed, stops calling when someone asks, and never reads out a customer's details on file. No rule or instruction can turn these off.
How to use it
- Open Aria Lab and select Edit on Aria (or another agent).
- Go to Reply style & rules. Choose the tone, length and emoji, and add a sign-off if you want one.
- Type a rule under Always or Never and select Add. Remove a rule with its ✕.
- Save, test her in Test this agent (chat or call), then publish. Live calls use the published version.
General comparisons and answers that need records
Aria can explain general differences, such as leasing versus buying for frequent driving, without treating a driving preference as a financing approval request. A personal rate, payment, approval, warranty decision or current availability still needs its own recorded evidence. When a published loaner policy answers part of a service question, Aria can explain that policy while explicitly saying it cannot confirm vehicle-specific warranty coverage.
What the data means
Locked by QualiFlow: some rules can't be changed by any setting or instruction. Aria never invents prices, stock, discounts or financing terms, never says she did something she didn't do, always says she is an AI assistant when asked, respects opt-outs and quiet hours, and hands over to your team when a customer asks for a person. On calls she also always gives the AI and recording notice first and never reads out a caller's details on file. Your style and rules shape her wording only.
Possible issues and fixes
Aria still sounds the same
Symptom: replies didn't change after editing.
Why: customers get the published version; a saved draft is only used in tests.
Fix: select Publish after saving, then test again.
How to check: the agent card shows the new version as live, and Test this agent replies in the new style.
