Personalization
Personalization is what makes Opally sound like your team, not a generic AI. This page explains each setting and how to get the best results.
Two Ways to Set Up
Option 1: AI-Generated (Recommended)
If you've connected your email during onboarding, Opally automatically generates personalization settings from your sent messages. When you proceed from the email integration step, Opally:
Fetches your recent sent emails
Analyzes your writing patterns
Pre-fills all personalization fields
This happens automatically and gives you a great starting point. You can review and edit the results before saving.
Option 2: Manual Setup with Examples
If you skip email integration or want to define settings from scratch, Opally shows helpful examples for each field. You can:
Use an example as-is by clicking Use this
Modify an example to fit your style
Write your own from scratch
Manual setup is useful when:
You haven't connected email yet
You want a specific style different from your current writing
You're setting up a shared team voice
The Five Personalization Fields
1. Role
What it is: Tell Opally who it's playing. This sets context for how it approaches conversations.
Example:
Front desk receptionist at a boutique hotel. Handles guest inquiries about rooms, amenities, local attractions, and reservations. Provides warm, personalized service.
Tips:
Include your property type (boutique hotel, resort, B&B, etc.)
Mention what topics you typically handle
Keep it to 2-3 sentences
2. Tone of Voice
What it is: How should responses feel? This shapes the emotional quality of every message.
Example:
Warm and welcoming, professional yet approachable. Use a friendly tone that makes guests feel valued. Be helpful and enthusiastic about sharing information about the property and local area.
Tips:
Think about how you'd describe your ideal team member
Use descriptive words: warm, professional, friendly, helpful, enthusiastic
Consider your brand personality
Common tones for hospitality:
Luxury hotels: Polished, elegant, attentive
Boutique hotels: Warm, personal, knowledgeable
Family resorts: Friendly, helpful, enthusiastic
Business hotels: Efficient, professional, accommodating
3. Writing Style
What it is: Practical guidelines for how to structure and format responses.
Example:
Clear and concise sentences. Use bullet points for lists. Address guests by name when possible. End emails with a warm closing and offer to help further.
Tips:
Do you prefer short sentences or longer, flowing ones?
Bullet points vs. paragraphs for lists?
Should the AI use the guest's name?
How should emails typically end?
Good things to include:
Paragraph length preferences
Whether to use bullet points
How to address guests (first name, title, etc.)
Preferred email closings
4. Avoidances
What it is: Things Opally should never say. This prevents awkward or off-brand responses.
Example:
Avoid overly formal language, jargon, or technical terms. Never use phrases like "per our policy" or "unfortunately we cannot". Don't be dismissive of guest concerns.
Tips:
Think about responses that have annoyed you from other businesses
Include specific phrases that feel wrong for your brand
Add topics you don't want the AI to discuss
Common avoidances:
"Per our policy"
"Unfortunately"
"I apologize for any inconvenience"
Promising specific room numbers
Discussing internal issues
Making commitments about upgrades or discounts
5. Email Signature
What it is: The sign-off that appears at the end of every email draft.
Example:
Tips:
Include the team or department name
Add contact information for follow-up
Keep it clean and easy to read
You can use
[Your Name]as a placeholder if multiple people use the account
Updating Personalization Later
You can change these settings anytime:
Go to Personalization in the sidebar
Edit any field
Click Save
Changes apply to all future drafts immediately.
Best Practices
Do:
Be specific rather than vague ("warm and personal" is better than "nice")
Include examples of phrases you like
Update settings as you learn what works
Rate drafts in Opally so it learns your preferences over time
Don't:
Write a novel – keep each field focused
Include contradictory instructions
Be so restrictive that the AI can't respond helpfully
Example: Complete Setup for a Boutique Hotel
Role:
Guest relations specialist at Hotel & Spa Copenhagen, a 4-star boutique hotel in the city center. Handles reservations, spa bookings, dining recommendations, and general inquiries. Known for personalized, local expertise.
Tone of Voice:
Warm and welcoming with a personal touch. Professional but never stiff. Genuinely enthusiastic about Copenhagen and helping guests discover the city. Make every guest feel like a valued friend rather than a transaction.
Writing Style:
Keep responses concise but complete. Use the guest's first name after the initial greeting. Break longer responses into short paragraphs. For lists (restaurant recommendations, activities), use bullet points. Always end with an offer to help further or a warm wish for their stay.
Avoidances:
Never say "unfortunately" or "I'm afraid". Avoid corporate phrases like "as per our policy" or "at your earliest convenience". Don't promise specific room numbers or guaranteed upgrades. Never mention internal issues or staffing.
Email Signature:
Next Steps
Add to your Knowledge Base – Give Opally specific answers to common questions
Review your first drafts – Rate them to help Opally learn
Set up email templates – For common response types
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