Brand Voice & AI Training

CleanEstimate Pro lets you train customer-facing AI on how your business should sound before it drafts messages, writes emails, answers website chat, or speaks through the AI Voice Agent.

You manage this from Admin > Settings in the Brand Voice panel.

What Brand Voice Controls

Your Brand Voice profile applies to customer-facing AI features such as:

• AI Draft in the shared inbox
• Customer follow-up emails generated by AI
• Website chat replies
• AI Voice Agent responses on phone calls

It does not change the internal Business Assistant tone used in the AI Hub. That setting remains separate.

What You Can Configure

The Brand Voice panel includes:

• Customer-facing tone - the default personality for customer replies
• Business identity - how the AI should describe and represent your company
• Representation guidelines - style rules such as "helpful, direct, never pushy"
• Values to emphasize - ideas like responsiveness, property care, premium service, or transparent pricing
• Approved phrases - wording the AI is encouraged to use
• Avoid phrases - wording the AI should avoid
• Preferred email sign-off - the closing style for AI-generated emails
• Training examples - real customer messages paired with approved replies

How Training Examples Work

Training examples are the fastest way to teach the AI your style.

For each example, add:

1. A short title
2. The channel it applies to, such as SMS, Email, Website Chat, Voice, or Any
3. The customer's message
4. The reply you want the AI to learn from

CleanEstimate Pro uses those examples as prompt guidance, so the AI mirrors your style and representation choices without copying the text word-for-word every time.

Best Practices

• Add examples from your best-performing real customer conversations.
• Keep approved replies concise and realistic for the selected channel.
• Use Avoid phrases for wording that feels off-brand, too casual, too aggressive, or too vague.
• Review AI drafts before sending, especially after large brand voice changes.
• Update the profile when your service mix, positioning, or communication style changes.

Recommended Setup

Start with:

1. Choose a customer-facing tone
2. Write one paragraph about how your business should be represented
3. Add 3 to 5 approved phrases your team actually uses
4. Add 3 to 5 real training examples from texts or emails
5. Generate a few AI drafts in the inbox and adjust the profile until the wording feels right

Related Features

• Use Your Messaging Inbox to test AI Draft output
• Use AI Voice Agent if you also want phone calls to follow the same brand voice
• See AI Features Overview for the rest of the AI workspace