Your AI assistant’s identity and voice

Q: How do I change what the assistant tells guests?

Edit your [knowledge base](/help/ai-knowledge-base/editing-knowledge). The assistant only ever shares the facts you’ve put there, so adding, correcting, or removing an entry is how you change what it says.

Rezi’s assistant speaks with one consistent, built-in voice across text and calls, and what it says comes from your knowledge base.

Updated June 21, 2026 2 min read

Rezi’s assistant has a single, built-in identity. It speaks with one consistent voice across both text and voice calls, so a guest who texts and a guest who calls meet the same helpful assistant. There’s nothing to configure here, the identity is the same for every building and every account.

That voice is warm, plain, and concise by design. It introduces itself as the host’s AI assistant, stays calm under pressure, and never pretends to be a human. The personality is fixed so it’s always on-brand for an assistant whose whole job is to be clear and trustworthy, and so you never have to tune it.

What the assistant says is up to you

The identity is built in, but the substance is entirely yours. Every fact the assistant shares, every policy it quotes, and every answer it gives comes from your building’s knowledge base. The voice supplies the natural phrasing; your knowledge base supplies all the content. If you want to change what the assistant tells guests, you edit the knowledge base, not a personality setting. For the full picture of how answers are produced, see how the AI answers guest questions.

Honest about being an assistant

The assistant identifies as the host’s AI assistant. If a guest asks whether they’re talking to a bot or asks for a person, it answers honestly and escalates on request. You can introduce Rezi to guests however you like, the introducing Rezi to guests playbook covers the wording, but the assistant itself will never claim to be human.

One voice, every channel

Text and voice run on the same assistant over the same knowledge base, so callers and texters get the same answer in the same consistent voice. Update a fact once and both channels pick it up.

Can I set the assistant’s name or tone?

No. The assistant has one built-in identity and voice that’s the same for every account, so there’s nothing to configure. What it says to guests is controlled entirely by your knowledge base.

Will the AI ever claim to be human?

No. It identifies as the host’s AI assistant, and if a guest directly asks whether they’re talking to a bot or asks for a person, it answers honestly and escalates on request.

Does the voice on calls match the texts?

Yes. The same assistant handles both channels over the same knowledge base, so a building sounds like one consistent voice whether a guest texts or calls.

How do I change what the assistant tells guests?

Edit your knowledge base. The assistant only ever shares the facts you’ve put there, so adding, correcting, or removing an entry is how you change what it says.

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How the AI answers guest questionsRezi answers using a retrieval system over your building’s knowledge base, it uses your facts, not guesses.AI & knowledge base Building a great knowledge baseWhat to include, how to upload documents, and the details that make the AI genuinely useful.AI & knowledge base How and when Rezi escalates to youRezi hands off to a human for emergencies, unknown questions, and unhappy guests. Here’s how to control it.AI & knowledge base

What the assistant says is up to you

Honest about being an assistant

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