---
title: "Agent Identity Templates and Automatic Business Context in Brainfish"
description: "Overview"
canonical_url: "https://help.brainfi.sh/articles/agent-identity-templates-and-automatic-business-context-in-brainfish-HIsNMSZIFZ"
md_url: "https://help.brainfi.sh/articles/agent-identity-templates-and-automatic-business-context-in-brainfish-HIsNMSZIFZ.md"
---
# Agent Identity Templates and Automatic Business Context in Brainfish

## Overview

This article explains how Brainfish agents automatically understand your business context and how to use the new agent identity templates to tailor agent behaviour for different use cases.

## Automatic Business Context Understanding

Brainfish agents scan your existing knowledge base to build a structured understanding of your organization. This automatic context gathering allows agents to respond in a way that reflects your company’s specific domain, products, and terminology without extensive manual setup.

### What Brainfish Automatically Learns

When Brainfish scans your knowledge base, it identifies:

* 
  **What your business does**Core purpose, services, and value proposition.
* 
  **Products and offerings**Product names, key features, and how they are typically described.
* 
  **Domain-specific language**Phrases, acronyms, and terminology that your team and customers use.

### How This Context Is Used

The extracted business context is automatically and silently injected into each agent response. As a result:

* Agents sound familiar with your company, products, and workflows.
* Responses stay aligned with your existing documentation and terminology.
* You do not need to manually configure large sets of rules or intents.

No additional configuration is required beyond maintaining an up-to-date knowledge base. As you update your content, Brainfish agents learn from it and adjust their contextual understanding.

## Agent Identity Templates

Brainfish provides predefined agent identity templates so you can quickly match the agent’s tone, verbosity, and behaviour to its role.

### Available Templates

You can choose from (including, but not limited to):

* **Customer Support** – Focused on resolving customer issues, clarifying next steps, and maintaining a calm, helpful tone.
* **Sales Enablement** – Emphasizes product benefits, value, and next steps in the sales process while staying informative and accurate.
* **IT Service Management (ITSM)** – Oriented around incident, request, and change workflows, using clear technical language where appropriate.
* **HR Self-Service** – Helps employees find information on policies, benefits, and HR processes in a neutral, compliant tone.
* **Developer Support** – Provides technical, detail-oriented responses with emphasis on accuracy, code examples, and clear troubleshooting guidance.
* **Additional templates** – Brainfish is rolling out more identities tailored to other functions and use cases.

Each template is tuned for:

* **Tone** – Formal vs. conversational, empathetic vs. direct.
* **Verbosity** – Concise answers vs. detailed explanations.
* **Behaviour** – How the agent structures answers, when it asks clarifying questions, and how it presents next steps.

### Selecting an Agent Identity Template


1. Open your **Brainfish agent settings panel**.
2. Locate the **Identity** or **Persona** configuration section.
3. Review the available templates (e.g., Customer Support, Sales Enablement, ITSM, HR Self-Service, Developer Support, etc.).
4. Select the template that best matches the agent’s primary use case.
5. Save your changes.

The selected template immediately influences how the agent responds, while still leveraging your business-specific context from the knowledge base.

## When to Use Each Template

Use the following guidance to choose the right template for your scenario:

* 
  **Customer-facing help center or chat widget**Use the **Customer Support** template for general customer queries, troubleshooting, and account-related questions.
* 
  **Internal help for employees about tools, access, or incidents**Use the **ITSM** template for internal IT help desks.
* 
  **Internal HR portal or employee self-service**Use the **HR Self-Service** template for policies, benefits, leave, and onboarding information.
* 
  **Developer documentation or API support**Use the **Developer Support** template for technical product usage, SDKs, and integration help.
* 
  **Sales teams needing quick product context and talk tracks**Use the **Sales Enablement** template to support pre-sales conversations and objection handling.

## Best Practices

* 
  **Keep your knowledge base current**Regularly update product descriptions, policies, and procedures so Brainfish agents always reflect accurate context.
* 
  **Match one primary use case per agent**Create separate agents for distinct audiences (e.g., one for customer support, one for HR self-service) and assign appropriate templates.
* 
  **Review tone and behaviour**After selecting a template, test a range of queries to confirm that tone, verbosity, and style align with your brand. Adjust template choice or content as needed.
* 
  **Leverage your own terminology**Use consistent names and phrasing in your knowledge base. The clearer and more consistent your content, the better Brainfish can mirror your organization’s language.

## Related Information

* Configuring agent settings in Brainfish (agent creation, channels, and permissions)
* Maintaining and organizing your knowledge base for optimal AI performance
* Monitoring and improving agent responses over time