How to Set Pippin's Tone of Voice

Summary

Overview: The Voice section sets how Pippin sounds: its tone of voice, how long its answers are, and the brand voice it writes in. During setup, Pippin can also learn your voice from a few emails you've sent to clients.

Prerequisites:

• You are the Admin of the workspace.

How Pippin Decides

1. Tone of voice sets Pippin's personality in replies to customers, on AI voice calls and in AI intros. The setup wizard sets a tone for you (see below). If no tone was ever set, Pippin uses Professional.
2. Answer length makes Pippin's answers shorter or longer than Standard, the default.
3. The Brand voice & personality settings (personality traits, opening phrases, words to avoid and Keep replies short) shape every reply Pippin writes to customers, the replies in Test Pippin, follow-up sequence messages and the quotes Pippin drafts. They also shape the AI intro Pippin writes when you add a lead yourself.
4. Always include a call-to-action applies to AI intros only.
5. Sign-offs Pippin learned from your sample emails during setup are used the same way, as the closing line before your signature.

Limits

• In AI Studio, you can pick up to 3 personality traits.
• Pippin follows your first opening phrase as the style for its intros. In replies, it opens the way your opening phrases do.
• Sign-offs don't show in the Voice section. To change them, ask Pippify Coach.

Step-by-Step Instructions

Step 1: Open the Voice section

1. In the left menu, go to Settings › AI Studio.
2. Click the Guidance tab.
3. Click Voice in the section list on the left. The section reads "How Pippin sounds in replies and in manual outreach."

Step 2: Pick a tone of voice

Under Tone of voice, click one card. A check mark shows on your choice.

• Friendly: Enthusiastic, upbeat, encouraging.
• Neutral: Casual, respectful, objective.
• Matter-of-fact: Plainspoken, direct, frank.
• Professional: Informative, confident, empathetic.
• Humorous: Lighthearted, playful, irreverent.

Step 3: Pick an answer length

Under Answer length, click one option. Its description shows underneath.

• Concise: Roughly 30% shorter than Standard.
• Standard: Balances context and brevity (default).
• Thorough: ~30% longer; can lift resolution.

Step 4: Set the brand voice

Under Brand voice & personality:

1. Personality traits: click up to 3 of Warm, Knowledgeable, Efficient, Empathetic, Direct and Enthusiastic. Click a trait again to remove it. When 3 are picked, Maximum 3 traits selected. shows.
2. Opening phrases: type a phrase, for example "Thanks for reaching out! We'd love to help…", and click Add or press Enter. Edit a phrase in place, or click its x to remove it.
3. Words to avoid: type a word, press Enter or click Add. Click a word's x to remove it.
4. Turn on Keep replies short or Always include a call-to-action if you want them.

Step 5: Save

1. Scroll down and click Save Basics. This saves the Mission and Voice sections together.
2. The message "AI basics saved." appears.

Step 6 (optional): Ask Pippify Coach

1. Open Pippify Coach and ask, for example, "Make Pippin's tone friendly."
2. Coach shows a Proposed change card. As the Admin, click Apply to save it, or Dismiss.

Other way: let Pippin learn your voice during setup

1. On the setup wizard's Your knowledge step, find Show Pippin how you write (optional).
2. Click Upload sample emails and pick PDF, Word or text files of emails you've sent to clients. Or click Paste an email, add an optional Name, paste the email in Email and click Add sample.
3. Each sample is listed with Style only: samples are not added to your knowledge, so old prices in them are never quoted. A very long sample shows Shortened. Click x next to a sample to remove it.
4. Click Continue. Pippin learns your tone, how you write, your greetings and sign-offs, words you clearly avoid, and whether you keep emails short. Without samples, it reads your website for tone and style only. With neither, it sets a sensible default.
5. In Pippin's setup feed beside the steps (Pippin is setting up your workspace), the Voice and tone row under How Pippin writes shows what Pippin set and why. Until you go live, you can click Change, pick a different tone and click Save.

If you had already set a voice before you started setup, the wizard keeps yours.

Verify It Worked

Success criteria:

• After you reload the page, your tone card shows a check mark and your answer length is highlighted.
• In Test Pippin, the replies match the tone and length you chose.

Troubleshooting

Common errors

• "Failed to save. Please try again.": the save didn't go through. Fix: click Save Basics again.
• A trait won't select: 3 traits are already picked. Fix: click one of them to remove it first.
• Add stays grey: the input is empty. Fix: type a phrase or word first.
• "Only PDF, Word and text files": a sample email is another file type. Fix: save it as PDF, Word (.docx) or text, or use Paste an email.
• "This PDF has no text; paste the email instead", "We could not read this PDF; paste the email instead" or "That file has no text": Pippify couldn't read the sample. Fix: click Paste an email and paste its text.
• "Up to 10 samples": you've added the most samples allowed. Fix: remove one first.

Limitations & considerations

• Changes apply only after you click Save Basics.
• Save Basics also saves any unsaved edits in Mission.

Next Steps & Related Resources

• Next steps:
  • How to Test Pippin Before Going Live
  • How to Add Guidance Rules
• Related articles:
  • How to Write Pippin's Mission
  • How the AI Intro Works When You Add a Lead
  • How to Set Up Your Brand Identity
  • How to Use Pippify Coach
  • How to Complete the Setup Wizard

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/19/2026