Why isn't the AI SDR KB changing the reply tone/persona despite my instructions?
The AI SDR knowledge base is primarily designed for factual information (product details, pricing, FAQs) rather than...
The AI SDR Knowledge Base is designed primarily for factual information about your company, products, and services. Tone and persona instructions live in the same textarea, but they're easier for the AI to override than the core reply objective (book a meeting). A few things to check:
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Make tone instructions stand on their own. Don't bury them inside a product answer. Put a dedicated block at the top of the KB, e.g. "Voice: first-person, written as [Your Name]. Keep replies under 80 words. No exclamation marks."
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Confirm the KB actually saved. The Knowledge Base textarea sits on Settings → AI SDR Agent. After editing, click Save Settings at the bottom of the page — otherwise your changes stay local to your browser only.
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New instructions apply to new replies. The AI SDR doesn't rewrite in-flight conversations. Threads already in progress keep the voice they started with. You'll see the new tone on brand-new conversations and on the next follow-up for threads that haven't replied yet.
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Per-campaign AI SDR toggles don't override tone. Clicking Configure AI SDR for Specific Campaigns on the Settings → AI SDR Agent page opens a modal that only switches the AI SDR on or off per campaign — there's no per-campaign tone or KB override.
If the instructions are well-placed and the behaviour still drifts on a specific thread, the cleanest option is to take that thread over manually. Check the Disable AI SDR checkbox in the thread header and send the reply yourself.