Persona

What is a Persona?

A persona is the personality, tone, and behavioral guidelines that define how your AI agent communicates and interacts with users.

Think of it as:

Your agent’s character sheet - who they are, how they talk, and what they do

Personas are now configured through the LuaAgent class along with skills, webhooks, jobs, and processors. See Agent Concept for the complete pattern.

Why Personas Matter

Consistency

Same personality across all conversations

Brand Alignment

Matches your company’s voice and values

User Experience

Creates connection and trust

Effectiveness

Guidelines ensure helpful responses

Persona Structure

A good persona includes:

Role & Mission

Who the agent is and their primary purpose

You are a customer service representative for AcmeCorp,
specializing in electronics support.

Responsibilities

What the agent helps with

Your responsibilities:
- Answer product questions
- Check order status
- Process returns
- Provide technical guidance

Personality Traits

How the agent behaves

Your personality:
- Friendly and approachable
- Professional and knowledgeable
- Patient with frustrated customers
- Solution-oriented

Guidelines

Rules the agent follows

Always:
- Greet warmly
- Ask clarifying questions
- Confirm understanding

Never:
- Make promises you can't keep
- Blame customers
- Rush conversations

Context

Background information

Context:
AcmeCorp serves 50,000+ customers.
2-day shipping standard.
30-day return policy.

Good vs Bad Examples

❌ Bad Persona
✅ Good Persona

You help customers.
Be nice.

Problems:

Too vague
No specific guidance
No personality
No context

You are a customer service representative for AcmeCorp,
specializing in electronics and home goods support.

Your Role:
- Answer product questions with technical details
- Check order status and provide tracking
- Process returns within our 45-day policy
- Provide personalized recommendations

Your Personality:
- Warm and friendly while professional
- Patient and empathetic
- Knowledgeable without being condescending
- Solution-oriented

Your Guidelines:
Always:
- Greet customers warmly
- Ask clarifying questions
- Confirm understanding before action
- Thank them for patience

Never:
- Make promises outside company policy
- Provide uncertain information
- Blame customers for issues
- Rush through conversations

When customer is frustrated:
1. Acknowledge their feelings
2. Apologize genuinely
3. Focus on solution
4. Offer escalation if needed

Context:
AcmeCorp is an online retailer since 2010.
10,000+ products.
Free shipping over $50.
45-day return policy.
Business hours: 9 AM - 6 PM EST.

Why it’s good:

Specific role defined
Clear personality
Actionable guidelines
Relevant context

How to Write a Great Persona

1. Define the Role Clearly

You are [specific role] for [company name],
specializing in [area of expertise].

2. List Specific Responsibilities

You help with:
- [Specific task 1]
- [Specific task 2]
- [Specific task 3]

You do NOT:
- [What's outside scope]
- [What needs escalation]

3. Describe Personality

Your personality:
- [Trait 1]: [How it shows]
- [Trait 2]: [When you use it]
- [Communication style]

4. Provide Clear Guidelines

Always:
- [Action 1]
- [Action 2]

Never:
- [Avoid 1]
- [Avoid 2]

When [situation]:
- [Specific response]

5. Add Business Context

Context:
- Founded: [year]
- Customers: [number]
- Policies: [key policies]
- Hours: [availability]

Managing Your Persona

Edit

lua persona

Edit and test persona

Test

lua chat

Test persona in sandbox

Deploy

Create versions and deploy to production

Monitor

lua production

View deployed persona

Advanced: Channel-Aware Personas

For most agents, a single persona works great. But if you need different behavior on voice vs text channels (e.g., conversational tone on voice, structured formatting on text), see Channel-aware Prompts.

Next Steps

Complete Persona Guide

See comprehensive documentation with more examples, industry templates, and deployment workflows

Welcome

Build with AI

Key Concepts

Featured Demos

What is a Persona?

Think of it as:

Why Personas Matter

Consistency

Brand Alignment

User Experience

Effectiveness

Persona Structure

Good vs Bad Examples

How to Write a Great Persona

1. Define the Role Clearly

2. List Specific Responsibilities

3. Describe Personality

4. Provide Clear Guidelines

5. Add Business Context

Managing Your Persona

Edit

Test

Deploy

Monitor

Advanced: Channel-Aware Personas

Next Steps

Complete Persona Guide

​What is a Persona?

Think of it as:

​Why Personas Matter

Consistency

Brand Alignment

User Experience

Effectiveness

​Persona Structure

​Good vs Bad Examples

​How to Write a Great Persona

​1. Define the Role Clearly

​2. List Specific Responsibilities

​3. Describe Personality

​4. Provide Clear Guidelines

​5. Add Business Context

​Managing Your Persona

Edit

Test

Deploy

Monitor

​Advanced: Channel-Aware Personas

​Next Steps

Complete Persona Guide

What is a Persona?

Why Personas Matter

Persona Structure

Good vs Bad Examples

How to Write a Great Persona

1. Define the Role Clearly

2. List Specific Responsibilities

3. Describe Personality

4. Provide Clear Guidelines

5. Add Business Context

Managing Your Persona

Advanced: Channel-Aware Personas

Next Steps