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Persona is the main instruction set for your AI employee. It defines who the employee is, how it speaks, and what it does in every situation. Everything else — knowledge base, channels, talents — works on top of the Persona. If the Persona is poorly written, no knowledge base will compensate.

Knowledge Base

Add facts and documents your agent can reference

Talents

Give your agent real-world capabilities

Rules Hub

Reusable instruction blocks for all agents

Versions

Roll back to any previous configuration

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How the Editor Works

Open the desired AI employee and navigate to the Persona tab. The editor uses a block-based system: the entire instruction consists of individual blocks that you can create, edit, reorder, delete, and import from the library. Each block is a separate fragment of the instruction. To add a new block, type / at the end of the editor — a menu with options will appear.

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Three Main Block Types

1

Role

Who your employee is. One or two sentences that give the AI context: what role it plays and what business it represents.What to write:
  • Professional role and title
  • Company or property it represents
  • Primary objective
Good example:
You are a virtual concierge for the “Seventh Heaven” apartments in Chelyabinsk. Your task is to help guests with bookings, answer questions, and ensure a comfortable experience.
Bad example:
You are a smart assistant. Help people.
A vague role causes the employee to “improvise” and respond unpredictably.
2

Tone

How the employee speaks. Describes the style, message length, emoji usage, form of address, and overall atmosphere.What to write:
  • Formal / friendly / casual
  • Form of address (formal “you” vs. informal)
  • Message length (short / detailed)
  • Emojis: use or not
  • What makes the tone “right” for your audience
Example:
Communicate warmly and naturally, without corporate jargon. Use the formal “you.” Keep messages short — no more than 3–4 sentences per message. Use 1–2 emojis where appropriate.
If no tone is set, the employee will default to a neutral, templated style — sometimes too formal, sometimes too casual.
3

Instructions (set of blocks)

The most important part of the Persona. Unlike Role and Tone, instructions are a set of individual blocks, each responsible for a specific task. You can create any number of blocks — there are no limits.Example block set for an apartment concierge:
  • Greeting
  • Handling unusual requests
  • Group bookings
  • Prohibited actions
  • Booking scenario
    • Step 1 — clarify dates and number of guests
    • Step 2 — show available options
    • Step 3 — details on the selected option
    • Step 4 — request contact information
    • Step 5 — make the booking and send instructions
  • Escalation
  • Additional instructions

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Nesting and Block Hierarchy

Nesting is created via indent — the button is available in the block menu. This is not just visual formatting: the AI treats nested blocks as subordinate to the parent, which helps it better understand the instruction hierarchy.
The more precisely the instruction is split into logical parts, the more predictable the employee’s behavior.

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Reordering and Managing Blocks

Blocks can be:
  • Edited directly in the editor
  • Deleted — click the X next to the block
  • Reordered — drag and drop
  • Added — type / at the end of the editor

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Importing Blocks

Type / in the editor and select “Import from hub”. Two sections are available:
  • Public — ready-made templates from the AI Textura team: “Hotel Administrator,” “Real Estate Agent,” “Personal Assistant,” and more.
  • My Rules — blocks you have saved yourself.
The Rules Hub is accessible from the left menu. Edit a block once — it updates for all employees that use it.
Type / in the editor and select “Import Google Doc”.If the instruction is long or you update it frequently, keep it in a Google Document. The employee will automatically pull the latest version. You can edit the document directly without opening the platform.

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Special Blocks

If the employee says something it should not, you do not always need to rewrite the entire script. Simply add a prohibition.Examples:
  • Do not mention special rates unless the request conditions match
  • Do not ask more than two questions in a single message
  • Do not fabricate information — use only data from the knowledge base
This is the fastest way to fine-tune the employee on the fly.
Targeted rules for non-standard situations that do not fit the main script.Principle: “if X happens — do Y.” The more specific the wording, the more accurate the behavior.Examples:
  • If a client asks a question outside your area of expertise — say you will check and do not answer on your own
  • If a client asks for a discount — offer current promotions

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XML Editor

XML is a tool for advanced users. If the tag structure is broken (unclosed tag, extra characters), the instruction may malfunction.
The blocks in the visual editor are a representation of an XML instruction. Click the XML button in the top-right corner of the editor to switch to XML mode. 
<role>
  You are a virtual concierge for the "Seventh Heaven" apartments.
</role>

<tone>
  Friendly, short messages, formal address.
</tone>

<script>
  1. Clarify dates and number of guests.
  2. Show available options.
  ...
</script>
Switching between blocks and XML works both ways — no data is lost. If you are unsure about syntax, use the block editor — it is safer.

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Referencing Profile Data

You can reference data that the employee collects about clients in the Profiles section within your instructions. For example, if a profile has a “Hall” field, you can write in the instruction:
If the guest is interested in the [name] hall — tell them more about it and suggest suitable options.
This lets you build personalized scenarios: one employee behaves differently depending on what is already known about a specific client.

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Testing Changes

1

Open the test chat

Click “Show chat” — the button in the top-right corner of the editor.
2

Test your scenarios

Write several messages as a guest. If the response is not satisfactory, return to the editor, make adjustments, and test again.
3

Review the reasoning

Click the checkmark next to the employee’s response to see where it got the information, which quick replies it checked, and what it used from the knowledge base.
Do not start the conversation over — delete the last messages (trash button next to each message) and write again from the desired point.

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Versions — Safety Net Against Mistakes

After every save, the platform creates a new version of the instruction. If something breaks, roll back to any previous version via the Versions tab in the top menu of the employee settings. Do not be afraid to experiment — you can always revert.

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Common Mistakes and Solutions

SymptomCauseSolution
Employee sounds robotic and templatedTone is not set or is too formalRewrite the “Tone” block; add specific example phrases
Employee fabricates informationNo prohibition on fabrication; no knowledge baseAdd to “Prohibited Actions”: “do not fabricate; use only data from the knowledge base”
Replies are too longTone does not limit lengthAdd to the “Tone” block: “do not write more than X sentences per message”
Asks too many questions at onceNo limitation setAdd to “Prohibited Actions”: “do not ask more than two questions in a single message”
Does not escalate to a human managerEscalation section is not filled inSpecify concrete situations in the “Escalation” block