Customize tone & verbosity

You can customize the tone of the Wrangle bot's responses (such as a casual tone or more formal), and how verbose the bot is in the Shared AI Settings.

Shared AI Settings

Shared AI Settings control the tone, verbosity, and web search behavior of all AI responses in an inbox. These settings apply to both AI Ticket Deflection and AI Copilot.

You can find Shared AI Settings at the bottom of the AI Ticket Deflection page, the AI Copilot page, or on the Response Preview page. Changing these settings in one of these locations will change it for all.

Tone

Choose the writing style Wrangle uses when responding to users.

Option	Description
Formal	Professional, business-appropriate language. Addresses users respectfully.
Semi-formal (default)	Balanced tone — friendly but professional. Works well for most teams.
Casual	Conversational and relaxed. A good fit for teams with an informal culture.

Verbosity

Control how much detail Wrangle includes in its responses.

Option	Description
Concise	Short, to-the-point answers with only essential information.
Moderate (default)	Balanced responses with clear answers and numbered steps where appropriate.
Verbose	Thorough, detailed explanations with additional context and background.

Curious how your tone and verbosity settings will look to your end users? Use the Response Preview to test out your settings and check your KB document coverage!

Web Search

When enabled, Wrangle can search the web to supplement answers when your knowledge base doesn't contain enough information. Your knowledge base documents always take priority — web results are only used when needed.

Prompt Configuration

By default, Wrangle automatically generates the AI prompt from your Shared AI Settings (Guided Mode). If you need full control over how the AI responds, you can switch to Custom Prompt mode.

Guided Mode (Recommended)

Wrangle builds the prompt automatically based on your tone, verbosity, and web search settings. No manual editing required. This is the best option for most teams.

Custom Prompt (Advanced)

Switch to Custom Prompt for complete control over the AI's instructions. Your prompt is pre-populated from your current Shared AI Settings as a starting point.

Required variables

Your custom prompt must include the following placeholders — Wrangle will substitute them at runtime:

Variable	Description
QUESTION	The user's incoming message
DOCUMENTS	Relevant content from your knowledge base
{NONE}	Instructs the AI to return no response if it can't find a reliable answer. Required — omitting it may cause the AI to generate inaccurate replies.

Wrangle will warn you if any of these variables are missing from your prompt.

Reset Prompt

The Reset Prompt button restores your custom prompt to the auto-generated version based on your current Shared AI Settings.

If you switch back to Guided Mode, your custom prompt text is preserved and will be restored if you switch to Custom Prompt again.