> For the complete documentation index, see [llms.txt](https://docs.wrangle.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wrangle.io/tickets/ai-powered-ticketing/customize-tone-and-verbosity.md).

# Customize tone & verbosity

### Shared AI Settings

<figure><img src="/files/9yFoZAABM3i0VX3z8ySM" alt="" width="563"><figcaption></figcaption></figure>

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**](/tickets/ai-powered-ticketing/ai-response-preview.md) 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.     |

{% hint style="info" %}

#### Curious how your tone and verbosity settings will look to your end users?  Use the [Response Preview](/tickets/ai-powered-ticketing/ai-response-preview.md) to test out your settings and check your KB document coverage!

{% endhint %}

#### 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.

<figure><img src="/files/jLKwdwTbrbrbKen0FXDm" alt="" width="375"><figcaption></figcaption></figure>

#### 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.

{% hint style="info" %}
If you switch back to Guided Mode, your custom prompt text is preserved and will be restored if you switch to Custom Prompt again.
{% endhint %}