How to configure your brand voice

Why brand voice matters

Generic AI responses sound generic. When Zorexa knows how your business writes, AI-generated responses feel authentic — like they came from your team. A well-configured brand voice is what makes the difference between a response that builds trust and one that feels robotic.

Setting your tone

1. 1

   Go to Settings > Brand Voice.

2. 2

   Select a primary tone: Friendly, Professional, Casual, or Formal.

3. 3

   You can also provide a short description of your tone in your own words, e.g., "Warm and approachable but always professional. We use first names where possible."

Adding business context

The more context you give the AI, the more personalised responses become.

1. 1

   Business name and location(s) — so responses reference the right place.

2. 2

   Industry and specialty — so the AI understands what your business does.

3. 3

   Team information (optional) — if reviewers frequently mention staff by name, add those names so the AI can acknowledge them correctly.

4. 4

   Signature sign-off — e.g., "Best, the [Business] team" or "See you next time!"

Response rules and restrictions

Use response rules to ensure consistency across all generated responses:

1. 1

   Always include — elements every response must have (e.g., "Always thank the reviewer by name if provided").

2. 2

   Never include — things to avoid (e.g., "Never promise a specific discount", "Never mention a specific employee's surname").

3. 3

   Negative review handling — how to respond to 1- and 2-star reviews specifically (e.g., "Always invite the customer to contact us directly to resolve their concern").

Testing your configuration

1. 1

   After saving your brand voice settings, scroll to the bottom and click Generate Sample Response.

2. 2

   Zorexa will generate a sample response using your settings.

3. 3

   Review it. If it doesn't sound right, adjust your tone description or add more context.

4. 4

   Repeat until the sample feels like something your team would actually say.