Two small decisions have an outsized impact on how the AI Agent lands with guests: the name and the tone. Both sit on the General tab of the AI Agent configuration.
The name
The name is what guests see when the AI Agent replies in their conversation. A name with personality lands better than a generic label. Examples Bookboost customers have used: 'Alfread' (the urban concierge), 'Reception', and 'Sofia'.
The rules of a good name:
Easy to spell and remember
Fits your brand voice (a luxury property's AI Agent probably isn't called 'Buddy')
Distinguishable from staff names in the same inbox (so operators don't get confused)
You can rename the AI Agent at any time. Existing conversations keep the name they started with.
Underneath the name field is a checkbox, Update operator name when activating the agent. Leave it ticked and the operator record the agent posts under is renamed to match when you next activate, so the name guests see and the name your team sees stay in step.
The tone
The tone setting determines how the AI Agent phrases its replies. Set it to match the voice your brand uses in other guest communications.
You set the tone by selecting one of three options:
Neutral. Warm but professional. The safe default for most urban and city hotels.
Casual. Friendly and relaxed, a good fit for hostels and lifestyle properties.
Formal. Polished and reserved, suited to luxury and wellness properties.
If your brand voice is more distinctive than these presets — signature phrasing or a very particular style — you have two places to carry it. The wording of your knowledge items shapes how answers read, and the Greeting and Sign-off fields shape the opening and closing lines specifically.
The rest of the General tab
Three more settings sit below tone on the same tab, each covered in its own article:
Assignment rule. Which conversations this agent picks up. See Setting assignment rules and channel filters.
Greeting and Sign-off. Optional instructions for how the agent opens and closes a conversation. See Setting a greeting and a sign-off.
Enable draft mode. Makes the agent save its replies for an operator to review instead of sending them. See Draft mode: letting an operator check the agent before it sends.
Testing the result
Name and tone are draft changes until you click Activate. Open the Preview panel and send the agent a question to hear how the tone actually reads before you publish it — tone is much easier to judge from a real reply than from the label on a button. See Testing Your AI Agent with the Preview Panel.
Need Help?
Please contact us through the 'Talk to Us' option on the left menu in the platform, or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.