Velaro splits a bot into three pieces. Once you see the split, everything

about where a setting lives becomes obvious.

The character vs the brain

• A Bot Persona is the character that speaks. It owns the voice, the

tone, the warmth, the greeting, the display name, and the avatar.

• An AI Configuration is the brain. It owns the knowledge base, the

AI model, the temperature, and the system prompt facts.

• A Workflow is a sequence of steps. Each AI step in a workflow pairs

one persona with one AI Config — the character that speaks, using

that brain to answer.

One persona can appear in many workflows. One AI Config can be used by many

workflow steps. A persona is never a workflow — when you see "Used in 3

workflows" on a persona, that means three workflows have at least one AI

step that uses this persona.

Where does tone live?

Tone lives on the persona. Always. Set it once on the persona and it

travels with the character every time the persona is used — across every

workflow, every AI Config it's paired with, every channel.

You may notice older AI Configs still show a Tone field. That's a back-

compat field from before tone moved to the persona; Velaro now ignores it

in favor of the persona's tone. We'll remove it from the UI once all older

configs are migrated.

The same applies to voice settings (voice ID, voice model, auto-play) —

those live on the persona, not on the AI Config.

How to change which persona a workflow step uses

Open the workflow, click the AI step, change the persona on that step. You

do not change it from the persona's editor — a persona doesn't "own"

the workflows it appears in, the workflow steps point at the persona.

How to change the knowledge or model a step uses

That's the AI Config. From the workflow's AI step, change which AI Config

the step is using, or open the AI Config itself to edit its knowledge

indexes, model, or system prompt.

Archiving a persona

When you archive a persona, any workflow step that was using it falls back

to the site's default persona. The workflow keeps running — there's never a

moment where a workflow can't find a persona. You can re-assign a different

persona to those steps anytime from the workflow editor.

Past conversations that used the archived persona keep their history

intact. The persona's name and avatar still appear in the transcript.

Where to create personas and AI Bots, and the "limit reached" message

Create personas and AI configurations from the Bots & AI area of the admin portal. Any account whose plan includes the AI Bots package can configure them; there is no separate staff step.

If you see a message that a limit has been reached when saving a new persona or bot, your plan allows only so many of them. Archive one you no longer use, or check your plan under Billing, Usage Overview. If instead you see "This feature is not included in your current plan", the AI Bots package is off for the account and support can turn it on.