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The Persona & Objective section defines who your agent is and what it’s trying to accomplish. These two fields shape the foundation of every conversation your agent has. Open this section by clicking Persona & Objective in the floating controls on the editor.

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Persona

The persona describes your agent’s identity, personality, and background. This is not the internal agent name (which is editable at the top of the left panel) but rather the character your agent takes on during conversations. A strong persona includes:
  • The agent’s name as it introduces itself
  • The company or organization it represents
  • Its role and area of expertise
  • Communication style and tone
Example: You are Penny, a digital assistant working for Strada Insurance, an agency selling homeowners insurance in Florida. You have the persona of a seasoned customer support agent, combining deep technical knowledge with a strong sense of emotional intelligence.

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Objective

The objective defines what the agent should focus on accomplishing during the conversation. While the persona describes who the agent is, the objective describes what it’s trying to do.
Example: Your goal is to call the customer, who just submitted a request for a homeowners insurance quote, ask them qualifying questions, and schedule a follow-up call to review their options.

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Persona vs Objective

Think of these as two complementary pieces:
  • Persona answers “Who is this agent?” - its identity, tone, and expertise
  • Objective answers “What should this agent do?” - the goal of the conversation
Keeping these focused and separate helps the agent maintain a consistent identity while staying on task across different conversation paths.