AI Voice – mypresences

AI Voice allows you to define rules and default settings that control how AI generates content for your business, such as review responses.

You can set rules at the account level (applying to all businesses) or customize them for individual businesses.

These rules allow you to fine tune the AI responses to suit your brand and to ensure AI responds in the right way.

Accessing AI Voice

Navigate to AI Voice under the AI menu on the left navigation bar.

AI Voice for All locations or a Single location

When you have multiple locations you may want to have consistent rules applied to all locations.

To do this:

Select All locations from the business selector in the header.
Navigate to AI voice as above.

To set AI voice rules for a single location:

Select the business location from the business selector in the header.
Navigation to AI voice as above.

When you have account level rules they will be applied to every business in your account. Business level rules only apply to that business.

When you have both, the rules will be combined. So you can extend account level rules at the business level to apply brand rules and then add a rule at the business level to alter the brand voice just for that location.

Eg. You may want to say something specific for a location when the review mentions a particular product or service.

Settings

Review Response Settings

Configure default behaviour for AI-generated review responses. These are used when the system automatically generates an AI review response. They are overridden when the user chooses the values directly.

Tone

Select the default tone for AI review responses from the following list:

Professional
Friendly
Witty
Formal
Casual

Maximum Words

Control the word length of AI review responses:

Any length (no limit)
20 words
50 words
100 words
200 words

General Rules

General rules apply to all AI actions. Use these for broad guidelines you want the AI to always follow.

Examples:

Never respond in first person
Always maintain a humble tone
Do not make promises about refunds or compensation
Avoid using the word 'thrilled'

Action-Specific Rules

These rules apply only to specific AI actions. Currently supported:

Review Responses

Rules that apply when generating replies to customer reviews.

Examples:

"Thank the reviewer by their first name"
"Acknowledge specific feedback mentioned in the review"
"For negative reviews, offer to continue the conversation offline"
"Include an invitation to visit again"

Managing Rules

Adding a Rule

Type your rule in the input field
Click Add Rule
The rule is immediately active

Enabling/Disabling Rules

Use the checkbox next to each rule to toggle it on or off.
Disabled rules are saved but not applied to AI generation.

Removing Rules

Click the trash icon next to any rule to delete it permanently.

Best Practices

Start at the account level.Set your core brand guidelines that apply everywhere.
Be specific. "Keep responses under 3 sentences" is better than "Be brief"
Test your rules. After adding rules, generate a few AI responses to see the results.
Use action-specific rules. Put review-specific guidelines in the Review Responses section.
Don't over-constrain. Too many rules can make AI responses feel unnatural.

Frequently Asked Questions

Q: Will existing AI responses change when I update rules?
A: No, rules only affect newly generated content. Existing responses remain unchanged.

Q: Can I have different tones for different businesses?
A: Yes, set a default tone at the account level, then override it for specific businesses as needed.

Q: What happens if I select "Any length" for maximum words?
A: The AI will determine an appropriate length based on the context of each review.

Q: Can I temporarily disable all rules?
A: You can toggle individual rules off using the checkboxes. There's no single toggle for all rules.