Found under Product settings → Sales Agent → General, in the Identity section.
Sales Agent name
The name buyers see in chat and SMS. One text field, for example Julian.
Required, up to 50 characters.
Pick something a person would plausibly be called at your store. The name sets expectations for the whole conversation.
Personality
Four settings, each a simple choice:
Gender
Male or Female.
Response length
The setting buyers notice most. Concise reads better over SMS; Thorough suits buyers asking detailed spec questions.
Regional voice
Neutral (no regional flavor), Southern, Midwestern, Northeast, West Coast, or Canadian.
Neutral is the default and is the safe choice unless your store has a strong regional identity you want reflected.
Emoji usage
On or off. Off by default.
Language is not a setting
There is no language field. Every conversation opens in English, then the agent detects the buyer’s language from their first message and stays in it for the rest of the thread.
Locking is deliberate: it stops the agent drifting between languages halfway through a long conversation. Buyers can override it from the selector in the chat input.
See running more than one website for advertising specific languages per site.
Setting the conversation’s goal
Personality controls how the agent sounds. Goal controls what it is trying to achieve, and it matters more. It sits just above, under General → Conversation. See set up your agent. 
