# Set how your business sounds to customers

Source: https://help.mucka.ai/settings/how-your-business-sounds-to-customers
Category: Settings
Last updated: 2026-09-25

> Tell Mucka once how you want your business to come across — formal, friendly, how you sign off — and every message it drafts to a customer follows it, for your whole team.

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

1. Open [**Settings → Mucka → Voice & personality**](/settings/mucka/your-mucka#set-customer-tone).
2. Find **With your customers**.
3. Pick **Friendly** or **Professional**, and whether messages come from **"I"** or **"we"**.
4. 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."*

5. 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."*

Mucka saves it for the whole business and tells you it's done. Only the owner can change it.

## What follows it

- Emails and texts to a customer that you ask Mucka to write in chat
- 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**](/settings/customers/email), under **Review templates**
- Booking confirmations, appointment reminders and on-my-way messages — edit them in [**Settings → Customers → Automatic messages**](/settings/customers/customer-messages)

If you want your review request emails to sound more professional, that's where to change it.

<Callout type="info">
Messages Mucka writes while you're **on a voice or phone call** with it don't follow your words yet.
Typed chat does.
</Callout>

## 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](/help/settings/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.