Venue & Settings
Brand Voice
Last updated 15 April 2026
Brand Voice
Brand Voice controls the personality and tone of every AI-generated message OpenChair writes for your venue, from booking confirmations and reminders to concierge greetings and campaign copy.
Where to find it. Web: Brand Voice in the sidebar.
Mobile: More → Brand Voice.
TL;DR
- 15 voice personas set the tone for all AI-generated messages. Recommended personas are shown based on your business category.
- Business Memory (up to 20 facts that personalise AI messages) requires PRO.
- The most common mistake is not regenerating booking templates after changing persona, old templates keep the previous voice.
- When prompted "Update your booking messages?", select the templates you want rewritten and click "Update messages".
Overview
Brand Voice lets you:
- Choose from 15 voice personas that set the tone for all AI-generated client messages
- See recommended personas based on your business category (hair, barber, wellness, nails, skin, injectables, tattoo)
- Preview how a persona sounds using your actual business details
- Add up to 20 Business Memory facts so the AI references your specialities, policies, and unique selling points (PRO)
- Regenerate all booking message templates when you change voice, with the option to keep manually customised templates untouched
Note
Choosing a voice persona is available to all venues. Business Memory (adding facts that personalise AI messages) requires a PRO subscription.
Choosing a Voice Persona
The Brand Voice page shows a persona selector with two views, toggled by a segmented control:
- Recommended: shows personas recommended for your business category
- All voices: shows recommended personas first, then a "More voices" divider, followed by the remaining options
Click a persona card to select it. The Voice Preview Panel at the top updates immediately to show the selected persona's label, tags, description, and three sample messages (Greeting, Booking confirmation, Waitlist notification).
If you have unsaved changes, a sticky bar appears at the bottom: "Unsaved changes" with Discard and Save changes buttons.
Voice personas
| Persona | Tags | Description |
|---|---|---|
| The Stylist | Warm, Creative | Warm and creative, genuinely excited about what's possible |
| The Host | Polished, Efficient | Polished front-of-house hospitality, seamless and professional |
| The Crew | Direct, Casual | Direct and efficient, respects your clients' time |
| The Classic | Traditional, Respectful | Traditional courtesy with formal warmth and dignity |
| The Guide | Calm, Soothing | Calm and soothing, creates space rather than filling it |
| The Assistant | Minimal, Fast | Zero personality, maximum clarity, just the facts |
| The Bestie | High Energy, Friendly | Your excited friend who turns every visit into a celebration |
| The Artisan | Perfectionist, Detail-Oriented | Quiet perfectionist, lets the quality of the work speak |
| The Muse | Inspiring, Uplifting | Inspiring and uplifting, focused on transformation and possibility |
| The Clinician | Medical, Safety | Clinical precision with safety and discretion first |
| The Consultant | Premium, Expert | Expert authority with a premium, advisory feel |
| The Studio | Bold, Laid-Back | Laid-back and confident, serious about craft, chill about everything else |
| The Shop | Community, Welcoming | Friendly neighbourhood spot where everyone's a regular |
| The Founder | Authentic, Personal | The owner speaking personally, authentic, direct, and human |
| The Maven | Luxurious, Warm | Warm luxury, refined and exclusive, but never cold |
Recommended personas by category
| Business type | Recommended voices |
|---|---|
| Hair | The Stylist, The Host, The Maven |
| Barber | The Crew, The Classic, The Shop |
| Wellness | The Guide, The Maven, The Host |
| Nails | The Bestie, The Artisan, The Stylist |
| Skin | The Muse, The Consultant, The Maven |
| Injectables | The Clinician, The Consultant, The Host |
| Tattoo | The Studio, The Shop, The Crew |
Previewing with Your Business
Below the sample messages, click "Preview with your business" (Sparkles icon) to generate a personalised greeting that uses your venue name, services, and Business Memory facts.
- Generating: Button text changes to "Generating..." with a spinner.
- Success: A personalised greeting appears with a "Personalised" badge.
- Error: Button text changes to "Couldn't generate, try again".
The preview uses AI to produce a greeting specific to your venue. It does not save anything, it is for your review only.
Business Memory (PRO)
Business Memory lets you teach the AI facts about your business so every generated message references your specialities, policies, and unique details.
Adding a fact
- Scroll to the Business Memory section below the persona selector.
- Click "Add a fact".
- A sheet opens with the label "What should your AI know about your business?"
- Type a fact (3 to 200 characters). A character counter shows your remaining characters.
- Click "Add fact".
Example facts:
- "We specialise in balayage and lived-in colour"
- "Walk-ins welcome on weekdays"
- "Award-winning team with 15+ years experience"
AI-suggested facts
If you have fewer than 3 facts and at least 3 services configured, OpenChair generates suggestions based on your service menu. Suggested facts appear with Add, Edit, and Dismiss buttons.
Editing and removing facts
- Click the pencil icon on a fact card to edit. The sheet opens with the label "Edit fact" and a "Save changes" button.
- Click the bin icon to delete. A confirmation dialog asks "Remove this fact?" with the note: "AI-generated messages will no longer reference it." Click "Remove" to confirm.
Limits
- Maximum 20 facts per venue. The counter below the list shows the current count (e.g., "15/20 facts").
- At the cap, the "Add a fact" button is disabled and the counter shows: "20/20 facts, remove a fact to add a new one."
- Facts older than 90 days show a "Still accurate?" link in orange, prompting you to review.
Tip
Keep facts current. The AI uses them in every message it generates, so outdated facts (e.g., a promotion that ended, a team member who left) can produce misleading messages.
Saving and Regenerating Templates
When you click "Save changes" after selecting a new persona:
- The brand voice updates across your venue.
- If the persona changed, a sheet opens: "Update your booking messages?"
- The sheet explains that the new persona can rewrite your automated message templates to match the new tone.
- If you have manually customised templates, checkboxes let you choose which to update. Customised templates show a pencil icon with "You've customised this".
- Click "Update messages" (or "Update selected" if you unchecked some).
- A spinner shows "Rewriting your messages..."
- On success: "Messages updated" appears briefly and the sheet closes.
- On error: "Something went wrong. Try again or update them later from Automations." with a "Try again" button.
Templates affected by Brand Voice
Brand Voice shapes the generation of these 12 booking message templates:
| Template | Description |
|---|---|
| Booking confirmation | Sent when a booking is created |
| Appointment reminder | Sent before the appointment |
| Review request | Sent after the appointment |
| Welcome message | Sent to new clients |
| Rescheduled appointment | Sent when a booking is rescheduled |
| Cancelled appointment | Sent when a booking is cancelled |
| No-show follow-up | Sent after a no-show |
| Birthday message | Sent on a client's birthday |
| Rebooking nudge | Sent to encourage rebooking |
| Reconnect campaign | Sent to lapsed clients |
| Loyalty milestone | Sent when a loyalty milestone is reached |
| New client follow-up | Sent after a new client's first visit |
Templates can be individually edited after generation. Manually customised templates are preserved when the voice changes unless you explicitly select them for regeneration.
Where Brand Voice Applies
Brand Voice is not limited to booking templates. The selected persona and Business Memory also shape:
- Storefront greeting: the welcome message on your online booking page
- Assistant messages: AI-generated responses in Assistant chat
- AI service descriptions: when using the AI Service Generator to write or rewrite service descriptions
- Campaign copy: AI-generated content in email and SMS campaigns
- AI rewrites: the "Rewrite" option on editable text fields (e.g., cancellation policy)
Access and Permissions
Brand Voice access depends on your role, only Owners and Managers can change the persona or manage Business Memory.
| Role | Access |
|---|---|
| Owner | Full access, choose persona, manage Business Memory, regenerate templates |
| Manager | Full access, same as Owner |
| Stylist | View only, a banner reads "View only, contact your venue owner to change the brand voice." |
Platform Differences
Brand Voice is available on both web and mobile with a few layout differences.
| Feature | Web | Mobile |
|---|---|---|
| Navigation | Brand Voice in the sidebar | More → Brand Voice |
| Layout | Single-column scrollable page | Tablet: side-by-side (preview left, selector right). Phone: stacked vertically |
| Keyboard shortcuts | Cmd/Ctrl+S to save, Escape to discard | Cmd+S on iPad, Escape on iPad |
| Delete confirmation | Dialog with Cancel / Remove buttons | Native alert with Cancel / Remove options |
| PRO upgrade link | "See PRO plans" button links to billing page | Text reads "Manage your plan at openchair.com" |
Troubleshooting
| Issue | Solution |
|---|---|
| "View only" banner appears and I can't change anything | Brand Voice editing requires Owner or Manager role. Ask your venue owner to update your role in Team settings. |
| Generated descriptions don't match my brand tone | Go to Brand Voice, select a persona that better fits your business, and save. Then regenerate your templates when prompted. |
| Business Memory section shows a PRO badge instead of my facts | Business Memory requires a PRO subscription. Go to Settings → Subscription to upgrade. |
| "Preview with your business" failed | The preview uses AI generation which can occasionally time out. Click "Couldn't generate, try again" to retry. |
| Templates didn't update after changing voice | If you clicked "Not now" on the regeneration sheet, templates keep the previous voice. Go to Automations to manually regenerate individual templates. |
| AI suggestions aren't appearing | Suggestions require fewer than 3 existing facts and at least 3 services configured in your service menu. Add more services or remove existing facts to trigger suggestions. |
FAQ
What is Brand Voice?
Brand Voice is the setting that controls the personality and tone of every AI-generated message OpenChair writes for your venue, including booking confirmations, appointment reminders, Concierge greetings, and campaign copy. Choosing a persona is available on all plan tiers.
How many voice personas are available?
There are 15 voice personas, ranging from The Stylist (warm, creative) to The Clinician (clinical precision) and The Assistant (zero personality, maximum clarity). The Brand Voice page shows personas recommended for your business category at the top.
What is Business Memory?
Business Memory lets you store up to 20 facts about your venue, specialities, policies, and unique selling points, so AI-generated messages reference them automatically. Facts older than 90 days are flagged with a "Still accurate?" prompt. Business Memory requires a PRO subscription.
Does changing Brand Voice update existing message templates?
When you save a new voice persona, OpenChair prompts you to regenerate your 12 booking message templates. You choose which templates to update using checkboxes, manually customised templates are preserved unless you explicitly select them. If you skip, go to Automations to regenerate individual templates later.