Requesting a Change to Your Agent's Messaging or Behavior

Make changes yourself in Ask Jenny

Ask Jenny is the assistant in your UpSmith dashboard. Describe the change in plain language and Jenny makes it — showing you a preview you confirm before anything goes live.

Adjust your agent's persona and objectives — change how your agent sounds and what it focuses on. See: Adjust Your Agent's Persona & Objectives
Build and edit campaigns — set up outreach, change targeting, and schedule. See: Build & Edit Campaigns with Ask Jenny

How self-serve changes stay safe: every change is previewed as a before-and-after you confirm in the chat; your changes apply only to your own account; and you can test in a simulation that never messages real customers.

Ask Jenny chat showing a before-and-after preview of a cooldown change — from 10 weeks to 6 weeks — with an estimated audience impact of +450 customers and a Confirm button that must be clicked before the change goes live.

Ask Jenny chat showing a simulation of an agent handling a price-sensitive customer, labeled 'No real customers will be contacted,' with a pass verdict and booking outcome at the end.

Requesting other changes (handled by your UpSmith team)

Tone and persona changes you can now make yourself in Ask Jenny (see above). Use this path for deeper changes — how an agent handles a specific situation, an edge case, or behavior the UpSmith team needs to adjust.

What the UpSmith team can change

Agents are built to be tuned to your shop. You can request changes to:

How an agent sounds — wording, tone, the phrases it uses or avoids
What it says in specific situations — how it frames an offer, answers a common question, or responds to a particular objection
How it behaves in an edge case — for example, what to do when a customer asks something outside the agent's normal job

These changes are made by your UpSmith team and apply going forward, not retroactively to conversations already sent.

What stays fixed

Some things aren't tunable on request, by design: an agent stays inside its core workflow, won't take actions it isn't permitted to, and keeps the guardrails that stop it from inventing pricing, availability, or terms. If what you need falls outside an agent's job, the right answer may be a different agent or a new workflow rather than a script change — your UpSmith team will tell you which.

How to request a change

Email UpSmith support at support@upsmith.com with:

Which agent the change is for
What it does today vs. what you want it to do
Why — the situation or customer reaction that prompted it

The more specific the example, the faster it gets turned around. A real message thread that went wrong is the best input you can give.

What to expect

UpSmith reviews the request, makes the change, and validates it before it goes live so the new behavior is accurate and consistent. Straightforward wording changes move quickly; changes that touch how an agent makes decisions may need a bit of scoping first. You can expect a response within 3 business days.