How to set the agent's empathy level
Choose how much the agent adapts the tone and wording of questions: None, Low, Medium, High.
Updated on Oct 12, 2026
The Empathy Level decides how much the agent adapts the tone and wording of questions. You set it on the Agent page.
Where to find it: sidebar → Agent → Empathy Level
Steps
- Click Agent in the sidebar.
- Scroll down to Empathy Level.
- Choose None, Low, Medium or High.
- Click Save at the top right.
- Try the result with Test the conversation from a campaign's … menu.
The levels
| Level | How the agent writes | Example |
|---|---|---|
| None | Asks the questions exactly as you wrote them | Are you 18 or older? |
| Low | A touch more courtesy than None | Hi! Are you 18 or older? |
| Medium | Adds short thanks or confirmations | Hi! Thanks for your time. Are you 18 or older? |
| High | Friendlier, candidate-centered questions | Hi! Thanks for starting this journey with us. Before we continue, are you 18 or older? |
Good to know
- More empathy means longer conversations.
- Operational job roles and high volumes: Low or Medium work best. Candidates want quick answers.
- Skilled or management job roles: a higher level makes the experience more polished.
- Changes apply to new conversations, not to ones already in progress.
Common issues
The agent sends too many messages or messages that are too long. Lower the empathy level.
The agent seems cold. Raise the empathy level.
The agent rephrased my questions. That's the effect of empathy. With None it asks them as you wrote them.
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