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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.

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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

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Persona Structure

A good persona includes:
1

Role & Mission

Who the agent is and their primary purpose
You are a customer service representative for AcmeCorp,
specializing in electronics support.
2

Responsibilities

What the agent helps with
Your responsibilities:
- Answer product questions
- Check order status
- Process returns
- Provide technical guidance
3

Personality Traits

How the agent behaves
Your personality:
- Friendly and approachable
- Professional and knowledgeable
- Patient with frustrated customers
- Solution-oriented
4

Guidelines

Rules the agent follows
Always:
- Greet warmly
- Ask clarifying questions
- Confirm understanding

Never:
- Make promises you can't keep
- Blame customers
- Rush conversations
5

Context

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

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Good vs Bad Examples

You help customers.
Be nice.
Problems:
  • Too vague
  • No specific guidance
  • No personality
  • No context

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How to Write a Great Persona

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1. Define the Role Clearly

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

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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]

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3. Describe Personality

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

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4. Provide Clear Guidelines

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

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

When [situation]:
- [Specific response]

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5. Add Business Context

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

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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

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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.

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Next Steps

Complete Persona Guide

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