Behaviour and instructions

Behaviour is the agent's brief: who it is, what your business does, how it qualifies and hands over, and what it must never say. Visitors meet the published version.

#What you can set

• Identity: agent name, role, tone and greeting.
• Your business: the company guide, products and services, and who you sell to.
• Conversation: discovery guidance, the questions that tell a lead from a browser.
• Guardrails: claims the agent must not make, and the topics and boundaries it keeps to.

#Draft it from your knowledge

Once your knowledge holds enough published text, each field offers a draft written only from it. Read and edit every draft; nothing is published until you press Publish agent.

#Workspace agent policy

In Settings, Agent policy sets rules for every agent in the workspace. They sit above each agent's own instructions, and changes are versioned and audited. Fallback & escalation sets when the agent asks a clarifying question, declines to state something it cannot support, or hands over to a person.