Choosing a reading level and tone.

Reading level

Choose how the agent writes:

• Simple: one idea per sentence and no medical words. Suits people with a learning disability or a new diagnosis.
• Plain English: everyday words, with anything technical explained. The right choice for most services.
• Adult: uses medical terms where your content uses them. Suits specialist clinics and staff-facing agents.

Warmth

Choose warm, neutral or matter-of-fact. Warm suits services where people are anxious. Matter-of-fact suits staff agents, where people want the answer quickly.

Answer length

Choose brief, a short paragraph or detailed. Shorter answers are easier to read on a phone, which is where most people will use your agent.

Check it, then leave it

The sample answer changes as you adjust each setting. Pick what sounds like your service, then test with real questions. Changing these settings later clears sign-off, so it is worth getting right before evaluation.