Configuring Ace's Behavior, Tone, and Branding

What You Can Configure

From the admin dashboard, you can customize how Ace behaves for every agent on your account. These settings affect all conversations on your account until you change them again.

• System Prompt — instructions Ace follows in every conversation
• Display Name — change "Ace" to your brand name
• Feature Toggles — enable or disable voice chat and other features by role

System Prompt (Custom Instructions)

The system prompt is a set of instructions you give Ace that it follows in every conversation across your entire account. It's the single most impactful configuration you can make.

What to put in your system prompt

• Market context: Tell Ace what market you operate in, property types, price ranges, and customer profile
• Communication style: Describe your team's tone — formal, warm, direct, conversational
• Brokerage constraints: Rules Ace should follow (e.g., "always recommend agents review with their broker before responding to legal questions")
• Brand voice: How Ace should sign drafted messages, what name to use, phrases to use or avoid

Example system prompts

Residential team, mid-market Austin TX:

We are a residential real estate team serving buyers and sellers in the Austin, TX metro area, primarily in the $350K–$800K range. Our team is warm, responsive, and values long-term relationships over quick transactions. When drafting messages, use a friendly but professional tone. Sign all drafted messages as "[Agent First Name], [Brokerage Name]." Avoid jargon. Never quote specific days-on-market data as fact — say "approximately" and encourage the agent to verify current MLS data.

Luxury team, formal tone:

We represent high-net-worth buyers and sellers in the Austin luxury market ($1.5M+). Communication should be polished, concise, and unhurried — never pushy. When drafting outreach, lead with the client's specific needs, not our services. Always address prospects formally (Mr./Ms./Dr. [Last Name]) unless we have established an informal relationship. Do not use emojis in drafted messages.

Investment/landlord focus:

Our clients are primarily real estate investors and landlords in Central Texas. They are analytical, value ROI clarity, and respond to numbers-first communication. When discussing properties, lead with cap rate, cash-on-cash return, and gross rent when available. Keep drafts concise — investors don't read long emails. Skip pleasantries and get to the point.

Best practices

• Keep the system prompt to 200 words or fewer — longer prompts can reduce response quality and coherence
• Write it from the perspective of "what should Ace always know?" not "what should Ace do in this one case"
• Avoid including pricing information — it gets stale. Link agents to your KB articles instead
• Test changes yourself: open the widget and ask a few standard questions before rolling out to the team
• If responses degrade after a system prompt change, simplify — reduce length and specificity first

To edit the system prompt

1. Go to app.followupace.com/admin
2. Click AI Configuration or Ace Settings
3. Find the System Prompt field
4. Edit and click Save

Changes apply to new conversations immediately. Active chat sessions use the previous prompt until the agent closes and reopens the widget.

Display Name

By default, Ace introduces itself as "Ace." You can change the display name to match your team brand — for example, "Max," "Scout," or "Your [Brokerage] AI Assistant."

The display name affects:

• The widget greeting ("Hi, I'm Max…")
• How Ace refers to itself in conversation

It does not affect any other part of the product — features, capabilities, and billing are unchanged.

Feature Toggles

Go to AI Configuration in the admin dashboard to manage these account-level toggles:

If you need granular controls beyond what's available here, contact support@followupace.com — custom configurations are available for enterprise accounts.

Related Articles

• Getting Started with Follow Up Ace — Admin Complete Guide
• Team Management: Adding, Assigning & Removing Seats

Last updated: April 2026