When Mucka writes something for one of your customers — an email, a text, a reply to a Google review — it can write it the way your business talks. Set it once and it's the same for everyone on your team.
Set it in Settings
- Open Settings → Mucka → Voice & personality.
- Find With your customers.
- Pick Friendly or Professional, and whether messages come from "I" or "we".
- In In your own words, write how you want to come across. For example:
"Always formal. Call customers Mr or Mrs until they say otherwise. No slang. Sign off: Kind regards, the team at Hartley Heating."
- Tap Save.
Or just tell Mucka
"Make my messages to customers more professional, from now on." "Always sign off Kind regards, the team at Hartley Heating." "Be more courteous with my customers — say sorry for any inconvenience."
Mucka saves it for the whole business and tells you it's done. You can say it in typed chat, on a voice call in the app, or when you ring Mucka. Only the owner can change it.
What follows it
- Emails and texts to a customer that you ask Mucka to write in chat
- Texts and emails Mucka writes for a customer while you're talking to it on a voice or phone call. A call picks up a change from the next call, so if you change it mid-call, Mucka words the rest of that call's messages your way itself
- The message drafted on an action card, ready for you to approve
- Running-late texts
- Reply drafts in your inbox
- Replies to your Google reviews
You still see and approve every one of those before it goes. Your words change how a message is worded, never the facts in it — the price, the date, the link and who it goes to stay exactly as they were.
What doesn't follow it
Your fixed templates go out exactly as you've written them, word for word:
- The review request email and its reminder — edit them in Settings → Customers → Email, under Review templates
- Booking confirmations, appointment reminders and on-my-way messages — edit them in Settings → Customers → Automatic messages
If you want your review request emails to sound more professional, that's where to change it.
This isn't the same as how Mucka talks to you
How Mucka talks to you — calling you by your surname, keeping answers short — is a separate thing, and it's yours alone. See Tell Mucka how you like things. How your business talks to customers is one setting for the whole team, because a customer should hear the same business whoever wrote to them.