How to Shape an SI Member's Personality

An SI member's charter says what its job is. Two of its sections say how it goes about it: Personality (how it works and sounds: its traits, work style and how it adapts to each person) and Collaboration (when it starts contact, delegates, escalates and interrupts people). You set them like the rest of the charter, at any level, and fine-tune them as far as you need.

Where to find them

Both sections are in every charter editor, in the SI members band, below the sections people use too:

• the organization's own charter: Settings → SI Support → Organization charter, see The Organization Charter and Personality Archetypes;
• a security role, a department, a job title or a team: Security Roles, Departments, Job Titles and Teams under Settings → Essential Setup (a team's charter is under its Expectations);
• one SI member: open its settings page, then the Permissions tab, then the Charter card.

Editing a role, department, job title, team or the organization's charter needs Configure System Settings. Editing one member's charter needs Manage Member Security, and for an SI member Manage AI Workforce as well. People who hold a role ignore these two sections; they only shape SI members.

Start from an archetype

The first card, Archetype, offers named starting personalities: the seven that are Built in and Your organization's own. Click Use on one, and its values apply wherever nothing more specific is set. Every setting below it can still be changed, at this level or a lower one. A row whose value comes from the archetype says From the archetype and its name.

Use the inherited archetype goes back to the archetype a level above chose, if any. Manage archetypes opens the Personalities tab in a new browser tab, where your organization's archetypes are made. Where an archetype's text names your organization, the card shows a chip; the brief says your organization's name there.

The cards

After the archetype, the Personality section has these cards, each with how many settings are set at this level and Reset group to inherited:

• Voice, Interpersonal, Drive and Judgment: the twenty dimensions, such as Formality, Warmth, Verbosity, Empathy, Initiative and Precision, each a slider from 0 to 100.
• Sensitivities: how well it takes frustration, and how closely it reads conflict, the people around it, relationships, urgency and customers.
• Work style: choices such as how it starts work, what it does with an unclear request, when it checks back, and how it structures a message.
• Thresholds: numbers such as its confidence threshold, how long it stays blocked before escalating, and how many follow-ups it sends first. Each has a box for an exact value beside its slider.
• Social style: its collaboration preference and its conflict style.
• Preferred channels: the order it reaches for Chat, Email, Call, Meeting or Task or comment. Drag to reorder, or use the arrow buttons.
• Contact etiquette: what it does at each level of urgency, from 0 (can wait) to 10 (critical): add to the digest, send a message, send and notify, call or set up a meeting. Add a band for each range; bands that overlap must be fixed before you can save, and What applies shows the result for the whole scale.
• Decision priorities: a first and a second priority, such as Customer first or Quality first. They must differ.
• Strengths: what it is good at. A strength counts as Held from 50.
• Tendencies: weaknesses to watch for, below.
• Adaptations: changes for one kind of person or one channel, below.
• Other settings: shown only when the charter holds settings this page does not know yet. They are kept exactly as they are when you save.

Preferred channels, Contact etiquette and Decision priorities can differ by the person on the other side. Pick Everyone or one kind of person, such as Its manager, Peers or Customers, in the For list above the card, and set that kind's order or bands. A kind with settings of its own is marked in the list.

Inherited ranges, locks and limits

Each row shows where its value comes from: Set here, a level above with its name, From the archetype, Moved by a linked tendency, or Default.

• Override here sets an inherited value at this level, starting from what you inherit. Reset to inherited removes this level's own value.
• A slider spans only what this level may use. The full scale is drawn faintly behind it, and Allowed here: gives the range, with Limited by naming the level that narrowed it.
• Kept at means a level above has since narrowed the range below a value saved here: the value in effect is the nearest one allowed, and saving keeps your own value for when the range opens again.
• A lock: "A locked value cannot be changed by any level below this one." A locked value shows Locked by and the level, and its control is disabled below.
• Limits for the levels below sets the lowest and highest value the levels below may use, without fixing a value. It is offered on the settings that are numbers.

Locks and limits are offered at every level above a member. Nothing is below a member, so its rows have neither. Each row also takes an optional note, up to 280 characters, saying why it is set.

Linked and independent tendencies

Each tendency, such as Too verbose or Too cautious, is its own control, and you choose whether it is linked to the settings it describes:

• Linked (the default): the tendency and its settings move together. The row says Linked to them: Too verbose to Verbosity; Too cautious to Risk tolerance, marked "(lower means more)" because less risk tolerance means more caution; Over-delegates to Delegation set to Delegates. Moving a linked tendency moves the settings it is linked to at once, and moving those settings moves the tendency.
• Independent: switch the link off and the tendency keeps the value you give it, whatever its settings say. Its settings go back to what they would be without it.

A linked tendency cannot be locked: "A linked tendency cannot be locked. Make it independent first, or lock the settings it is linked to."

When a tendency and its settings disagree, for example because a level above limits Verbosity and Too verbose asks for more, the row says so at once and offers Use the value its settings give, Move the linked settings (when this level's own settings cause it) or Make independent. A disagreement is a warning, not an error: you can still save.

Adaptations

An adaptation changes one setting for one kind of person or one channel, for example a lower Formality with Peers on Chat. Click Add an adaptation, pick the setting, then For (Everyone or one kind of person) and On (Any channel or one channel, where the setting allows it), and the value. The dimensions, Explaining, Message structure and Register adapt by person and channel; Communication threshold and Conflict style by person only. An adaptation always stays within the range of the setting it adapts. Adaptations from levels above are listed with their source and can be overridden here.

Search and "Only settings changed here"

Personality and Collaboration hold about seventy settings, so the toolbar at the top of both sections has Search settings. A search matches a setting's name, its description and the names of its choices, in your language, ignoring capitals and accents: "bullets" finds Message structure. When nothing matches in the section you are in but something does in the other, a button takes you there.

Switch on Only settings changed here to see just what this level sets itself. Expand all and Collapse all open and close every card.

Collaboration

The Collaboration section has one card per kind of rule:

• Working mode: the most independent way it may work: Reactive, Independent, Collaborative or Autonomous.
• Starting contact: for everyone and each kind of person, Replies only, Informs and reports, Also asks and consults or Also asks people to act, and From urgency, the lowest urgency at which it may start a conversation.
• Delegating work: per kind of person, Never delegates, Asks others to take work or Assigns work, and Most per day (empty means No limit).
• Escalation conditions: situations in which it must escalate, such as being blocked on a task or a customer being upset, with a limit where the situation takes one (such as how many minutes it may stay blocked), and whom to escalate to, or Its usual escalation route. Describe the situation yourself for Another situation.
• Attention: Most interruptions per person per day and Lowest urgency that may interrupt.
• Digest: when and how its less urgent items are delivered, and the most items in one. "A person's own digest time and channel come first."
• Watches: metrics it keeps an eye on, with the Change that matters (%), the period, and the Initiative needed to act.

Working mode, Starting contact and Delegating work take the strictest value of all the levels: a choice looser than a level above allows is shown but not available, with the level that stops it. Escalation conditions and watches add up, so every inherited one still applies. For Attention and Digest the most specific level wins.

Collaboration rules apply to an SI member only once at least one is set for it at some level. The notice at the top of the section says how many SI members your save switches them on for.

Preview, and "saving is the approval"

Click Preview in the toolbar to open the Personality preview. It shows the paragraph about how the SI member works and sounds that its brief will hold, written by the SI model from your settings, with its word count:

• Write it again after you change a setting (the preview says when the text is out of date), or Try a different wording for another version from the same settings.
• Edit the text to write it yourself, then Check and use. The text is checked against the same rules as the model's, and each problem is shown with the words that caused it.
• If no text can be written, for example when the hourly limit for preview texts is reached, the preview shows a Plain outline and says why.
• What the text is written from lists the settings behind it, and Tendencies shows each tendency's strength, whether it is linked, and the Strengths held.

Saving is the approval. There is no separate approval step: the notice at the top of the section names the SI members who get this personality when you save, up to five by name, and their briefs are written from the saved settings. If you previewed a text and the settings have not changed since, that text is the one they get (a plain outline is not kept). If it cannot be kept, you are told: "The settings were saved, but the text you previewed could not be kept. It will be written again from the saved settings."

Rehearse

Rehearse shows how an SI member behaves with its saved settings, before it meets a real situation. It is offered on an SI member's own charter, and at any other level once at least one SI member holds it; choose which one.

A rehearsal runs the SI member through four short made-up situations: Its manager checks in (chat), An upset customer (email), A colleague asks a favor (chat) and A blocked task due tomorrow. Click Start the rehearsal. Nothing is sent and nothing is changed: it only writes what it would say, and each situation shows What it would write when it is done. "A rehearsal uses the saved settings. Save first to rehearse your changes."

To rehearse an SI member you need to supervise it, or hold both Manage AI Workforce and Supervise AI Members. Open the SI room takes you to its rehearsals, where this one is listed with the others; see The Workforce Hub: Usage, ROI and Rehearsals. For watching and correcting an SI member at work, see How to Supervise an AI Team Member.