Brand Settings
Configure the voice, tone, language, and guidelines Stylo applies to every AI-generated response.
Brand Settings control how Stylo's AI communicates on your behalf. Every response generated by Assist, Response Workflows, and background automation is shaped by these settings. The page is split into three tabs — Voice & tone, Instructions, and Language — and each field is documented below with its type, default, and effect.
Only members who can manage brand settings can change these values. Changes take effect on the next response Stylo generates.
Voice & tone
| Field | Type | Default | Effect when set |
|---|---|---|---|
| Company name | text | empty | Names the company Stylo represents in the response instructions. |
| Industry | text | empty | Adds the company's industry to the context to steer domain wording. |
| Greeting | text | empty | Suggested opener. Applied contextually, not as a fixed template — Stylo adapts it to the conversation. |
| Sign-off | text | empty | Suggested closer, applied contextually like the greeting. |
| Tone of voice | enum | Balanced | Sets the register of every response. See the options below. |
| Response length | enum | Balanced | Sets how long responses run. See the options below. |
| Emoji | toggle | Off | When on, Stylo "may use emoji where appropriate." When off, responses contain no emoji. |
| Comment author | Zendesk agent | empty | The Zendesk agent Stylo posts comments as for this brand. Leave empty to inherit the organization default. |
| Banned phrases | list | empty | Words or phrases Stylo is instructed never to use in a response. |
Tone of voice options
| Value | Behavior |
|---|---|
| Friendly | Warm, approachable, encouraging; conversational style. |
| Balanced (default) | Helpful and clear; balances warmth and professionalism. |
| Professional | Polished, confident, businesslike; formal register. |
| Matter-of-fact | Direct, plainspoken, concise; focused on facts and solutions. |
Response length options
| Value | Behavior |
|---|---|
| Concise | Brief and focused; short paragraphs, gets to the point. |
| Balanced (default) | Thorough but not verbose; covers the key points. |
| Detailed | Comprehensive; includes context, examples, and next steps. |
Banned phrases are enforced by instruction, not a hard post-filter. Stylo is told never to use the listed phrases; treat it as strong guidance rather than a guarantee. Good candidates are competitor names, internal jargon, and legal terms you want to avoid ("guarantee", "promise").
Instructions
| Field | Type | Default | Effect when set |
|---|---|---|---|
| Custom instructions | list | empty | Individual rules applied to every response, listed as bullets in the instructions. Each entry has a soft 120-character limit — longer rules belong in Response guidelines. |
| Response guidelines | long text | empty | Free-form guidance for nuanced or detailed rules that don't fit as short bullet rules. |
Use custom instructions for short, discrete rules ("Always offer a next step"). Use response guidelines for longer, narrative guidance. Both are injected into the instructions Stylo follows when drafting.
Language
| Field | Type | Default | Effect when set |
|---|---|---|---|
| Response language | enum | Auto-detect (match customer) | Auto detects the customer's language and replies in it. Any specific language forces every reply into that language regardless of the customer's. |
| Summary & internal note language | enum | Same as response language | Language for internally generated notes and summaries. Defaults to whatever the response language resolves to. |
| Background translation | toggle | Off | Intended to automatically translate incoming customer messages before processing. |
| Translation glossary | glossary | empty | A shared glossary assigned to this brand to keep term translations consistent. Glossaries are created once and shared across brands. |
Response language offers auto-detect plus a fixed set of languages, including English, Spanish, French, German, Portuguese, Italian, Dutch, Russian, Swedish, Danish, Finnish, Norwegian, Polish, Turkish, Ukrainian, Vietnamese, Thai, Arabic, Japanese, Chinese, and Korean.
Multi-brand support
If your organization operates multiple brands (common with Zendesk multi-brand), each brand can have its own brand settings.
How brand resolution works:
- Stylo keeps one global default row plus an optional row per brand.
- For a ticket, Stylo resolves the brand from the Zendesk brand and uses that brand's row, falling back to the global default for any field the brand row leaves unset.
- Text and number fields inherit from the global default when the brand row is empty; a Response language of
Autoon a brand row also means "inherit the global setting." - Toggle fields (emoji, background translation) always use the brand row's own value.
Limits and failure modes
- Greeting and sign-off are applied contextually, not as fixed strings — Stylo may adapt or omit them when they don't fit the conversation.
- Banned phrases are instruction-level guidance, not a guaranteed block.
- A brand-specific row only overrides the global default for the fields you set on it; everything else inherits.
Related
Customer 360 Enrichment
When a new ticket arrives, pull the customer's full context from Zendesk and HubSpot, then use AI to generate a comprehensive summary posted as an internal note.
Context Engine Settings
Control which sources — knowledge, solved tickets, and macros — Stylo draws on when building response context, globally or per brand.