Adjust Your Agent's Persona & Objectives
Your UpSmith agent has two things you can shape: its persona and its objective.
Persona is how your agent comes across — its name, its tone, and the way it writes. A persona can be warm and chatty or short and to the point.
Objective is what your agent is trying to accomplish in a conversation — for example, booking the appointment, following up on an estimate, or renewing a membership.
Ask Jenny is the assistant built into your UpSmith dashboard. You describe the change you want in plain language, and Jenny makes it for you.
What you can do
Change how your agent sounds. Tell Jenny something like "make Mollie a little warmer and less formal," and it adjusts the persona.
Change what your agent focuses on. For example, "have the follow-up agent prioritize booking within 48 hours," and Jenny updates the objective.
Test the change before it's live. You can run a simulation — a practice conversation — to see how the agent will respond with the new settings, without messaging any real customers. For example, after making Mollie warmer, run a simulation to see how she'd greet a new customer before the change goes live.
Common changes operators make: softening or sharpening tone, renaming an agent, prioritizing faster booking, dialing follow-up persistence up or down, or emphasizing a specific service or promotion.
What to expect when you make a change
You always confirm first. Jenny shows you a "before and after" of the change. It only takes effect after you approve it in the same conversation.
Simulations don't touch anything real. Testing is a sandbox — practice runs never send messages or change your live setup.
What Jenny won't do
Jenny won't change your agent's behavior on its own — every change waits for your approval.
Jenny won't let a test conversation alter your live agent; simulations are read-only.
Some deeper or more technical adjustments may still be handled by your UpSmith team rather than in chat — Jenny will tell you if that's the case.
Common questions
What's the difference between persona and objective?
Persona is how your agent sounds (name, tone, style). Objective is what it's trying to get done in the conversation (book, follow up, renew).
Can I see how the agent will behave before going live?
Yes — run a simulation. It's a practice conversation that shows the new behavior without messaging real customers or changing anything.
Can I undo a change?
Ask Jenny to change it back. Because every change is confirmed up front with a before-and-after, you always know what the current setting is.
How do I change my agent's name or tone?
Just tell Jenny what you'd like — for example, "rename this agent to Sam" or "make the messages friendlier." You'll see the change and confirm it before it applies.
What if Jenny isn't sure, or can't do what I asked?
Jenny is built to tell you when something is outside what she can do and point you to the UpSmith team, rather than guess.
Something I want isn't possible in chat — what do I do?
Reach out to your UpSmith team and we'll make the change or point you in the right direction.