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Configuring Ace's Behavior, Tone, and Branding

Updated July 3, 2026

Assistant Settings control how Ace represents your team and how it writes for every agent on your account — your branding and the assistant's voice. This guide is for admins; the settings live under Assistant Settings in the admin dashboard.

Account Settings screen with a Team Branding card (team name, website, phone, markets) and an Assistant Settings card (writing style and tone chips, special instructions)
Assistant Settings: your team branding on the left, and how Ace writes — style, tone, and special instructions — on the right.

Team branding

This is the identity Ace uses when it writes on behalf of your team. It's pre-filled from Follow Up Boss, and you can edit it any time:

  • Team Name — how Ace refers to your team in contact-facing drafts.
  • Website and Phone Number — used where a natural sign-off or callback reference fits.
  • Market(s) — the area you serve, so Ace's market references land correctly.

Writing style and tone

Shape the assistant's voice so drafts sound like your team wrote them. Pick up to three writing styles (Formal, Friendly, Conversational, Technical, Persuasive, Concise, Narrative, Descriptive, Informative) and up to three tones (Professional, Casual, Enthusiastic, Empathetic, Neutral, Assertive, Supportive, Encouraging). A common combination is Conversational + Concise with a Professional, Supportive tone — warm but efficient.

Special instructions

Use the Special Instructions field for standing rules Ace should follow in every draft — phrases to always or never use, compliance notes, and brand-voice guidelines. Keep them concrete. Some examples:

Residential team, mid-market: "We serve buyers and sellers in the $350K–$800K range. Keep messages warm but professional. Sign drafts as '[Agent First Name], [Team Name].' Avoid jargon. Never state days-on-market as fact — say 'approximately' and remind the agent to verify current MLS data."
Luxury team: "Communication should be polished, concise, and unhurried — never pushy. Lead with the client's needs, not our services. Address prospects formally (Mr./Ms./Dr. [Last Name]) unless we've established an informal relationship. No emojis in drafts."
Investor focus: "Our clients are investors and landlords. Lead with cap rate, cash-on-cash return, and gross rent when available. Keep drafts short and numbers-first — skip pleasantries and get to the point."

Best practices

  • Keep special instructions concrete and to the point — a focused paragraph works better than a long list.
  • Write from the perspective of "what should Ace always know?" rather than one-off cases.
  • Avoid pinning pricing in the instructions — it goes stale. Point agents to a Knowledge Base article instead.
  • Test a change yourself: open Ace, ask it to draft a message, and confirm the voice before rolling it out.
  • Individual agents can set personal preferences that take precedence over these account defaults where they've set them.

Last updated: July 2026

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