AI Support4 min readUpdated July 10, 2026
Channel-aware AI behavior
Adjust answer style for chat, email, WhatsApp, and voice without complex prompt systems.
Customers expect different response styles depending on the support channel they use. Channel-Aware Behavior lets the bot adjust its tone, formatting, and length while referencing the same knowledge source.
Medium configuration rules
| Channel Type | Response Style | Formatting Output |
|---|---|---|
| Chat | Conversational, direct, and compact. | Supports markdown links and list bullets. |
| Structured, complete, and polite. | Includes greetings, body paragraphs, and professional sign-offs. | |
| Highly concise, mobile-friendly. | Short sentences with clear action steps. | |
| Voice | Short and natural speech. | Text optimized for natural speech synthesis (Vapi). |
Updating Tones
Tones can be modified using the dropdown options in the AI Behavior page. The changes take effect instantly across active bot conversations.