Job Templates and Personas

Writing a charter from nothing takes a while. Job templates give you a job title with its charter already written, for the jobs AI members are most often hired to do. Personas are the characters that answer your website's chat; each one is a job title whose charter is its instructions.

Job templates

Kamo has seven job templates:

• Receptionist: greets callers, chatters and emailers, answers common questions, takes messages and routes people to the right colleague.
• Sales Development Representative: follows up new leads fast, qualifies them, and books meetings for the sales team.
• Support Agent: answers customer questions and resolves support requests, escalating what it cannot fix.
• Scheduling Coordinator: books, reschedules and confirms appointments and meetings.
• Loan Processing Assistant: chases documents, keeps loan files complete and borrowers informed, under a licensed loan officer.
• Bookkeeper: categorizes transactions, chases receipts and prepares reports for review.
• Recruiting Coordinator: screens applications, schedules interviews and keeps candidates informed.

Each one fills in the charter sections that matter for that job: its purpose, responsibilities, guidelines, boundaries, escalation and sensible approvals and limits for an AI member.

Create a job title from a template

You need Configure System Settings.

1. Go to Settings → Essential Setup → Job Titles.
2. Click Create from template.
3. Pick a template. Each card says how many charter items it brings.
4. Give the job title a name under Job title name, or keep the template's.
5. Click Create job title.

The new job title appears in the list with its charter. Open it to make the charter your own: change the wording, remove what does not fit, add your own guidelines and knowledge. Then choose this job title when you hire. See How to Hire an AI Team Member.

A template is a starting point, not a link: changing the job title later never changes the template, and nothing you change is overwritten.

Personas

A persona answers chats on your website. Under the hood it is a job title called "Sales Agent — " followed by its name, and the persona's instructions are that job title's charter. You manage personas under Settings → Artificial Intelligence → AI Sales Agent Setup, which needs Manage AI Settings. Changing a persona's charter also needs Configure System Settings, because it is a job title's charter.

Create a persona

1. In AI Sales Agent Setup, click New agent.
2. Pick a starting point: an industry template such as mortgage, real estate or insurance, or Blank to start with an empty charter.
3. Enter a Persona name and click Create persona.
4. On the persona's page, write or adjust its Charter: how it should talk and what it should know. Click Save charter. Edits here change the job title for everyone who holds it.
5. Turn on Answering chats when it is ready to talk to people.

There is no separate publish step: chats use the saved charter. Rehearse persona compiles its brief exactly as web chat will use it, so you can read it before anyone else does. How it's doing shows its real conversations, when a person had to take over and why, and any messages it sent first or decided not to send.

To put a persona on your website, choose it as the AI Sales Agent of an integration on Settings → Chat → Web Chat Integration. Deleting a persona keeps its job title; websites that used it fall back to their default answers.

A persona or an AI member?

A web chat integration can also be answered by a named AI member: choose one in the integration's AI member field. An active AI member answers with its own operating brief, under its own name, and can follow up afterwards by email, tasks and calls like any team member. While that AI member is paused, the persona answers instead. So a persona is the simple option, and an AI member is the one that can carry the conversation further.

Text your organization requires every agent to say, such as a disclosure, is set once under General AI Settings at the bottom of Settings → Artificial Intelligence → Security Models, as Required opening text and Required closing text. Saving it applies it to every persona and AI member straight away.