> For the complete documentation index, see [llms.txt](https://zoomuxd.gitbook.io/drift/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://zoomuxd.gitbook.io/drift/voice-and-tone/voice.md).

# Voice

Voice helps you understand the personality of the person. For example, Michael Scott says "Hug it out, bitch!" We understand that he is caring and wants to forgive Dwight but secretly he was also a little angry with him. There are many other examples like that.

{% embed url="<https://tenor.com/6n7r.gif>" %}

The choice of words always makes an impression in front of others. The kind of impression you want to keep in front of the users sets the voice of a brand along with the personality the brand has.

### Zoom Voice

When we connect with our user on multiple mediums like product, customer support or 1-1 interaction, we prioritise our voice to be **useful** for them, and also

* Understandable
* Concise&#x20;
* Sensitive
* Humorous
* Optimistic
* Exciting

### Things to remember

* To be concise; do not give up on the meaning
* To be empathetic; do not become over-expressive
* To be friendly; do not cross the boundaries
* To be transparent; do not become insensitive