# Behaviour and instructions

> Tell the agent who it is, what your business offers, and what it must never say.

- Canonical page: https://synconone.com/docs/behaviour
- Section: Agents
- Updated: 2026-10-22

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](https://synconone.com/docs/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.

> **Guardrails are not a substitute for knowledge** An agent with no sources can only reason from the company guide. Give it your pages and documents so it can answer, and use guardrails for what it must not say.