Behavior

When to configure each setting

Setting	When to use	Impact
Agent	For the initial setup or when rebranding	Personality (tone) and role. The greeting is configured per-channel under Voice/Chat configuration.
Model	New agent setup, or optimizing for cost/latency/quality	LLM selection. Raven recommended, but other models are also available.
Behavior	Consistent terminology, compliance, edge-case handling	Add your global constraints – tone, language style, compliance guardrails, pronunciation overrides.
Guardrails	Safety protections against jailbreaks, hallucination, crisis escalation, and more	Toggle the five built-in platform guardrails. Lives under Behavior > Guardrails.

Configuration sections

Agent

Personality and role.

Model

Raven (recommended), OpenAI, Amazon Bedrock, or your own endpoint.

Language style, compliance, edge cases, and pronunciation overrides.

Guardrails

Built-in platform protections against jailbreaks, hallucination, and crisis events.

Language

Multilingual settings, language coverage, and translation overrides.

Automate with the Agents API

Script agent creation via the Agents API

The Agents API has endpoints for creating and duplicating agents.

# Create a new agent from scratch
curl -X POST https://api.us.poly.ai/v1/agents \
  -H "x-api-key: $POLYAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "name": "Support Agent", "description": "Tier 1 support, US" }'

# Duplicate an existing agent as a starting point
curl -X POST https://api.us.poly.ai/v1/agents/AGENT_ID/duplicate \
  -H "x-api-key: $POLYAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "name": "Support Agent - UK" }'

Agents endpoints

Create, duplicate, and configure agents from code.

Deployments

Build and test in Sandbox, check in Staging if you need to, then publish to Live.

Get started

Wren

Analytics

Conversations

Behavior

Knowledge

Flows

Tools

Extend with code

Testing

Real-time config

Voice

Messaging

Integrations

Deployments

Widgets

Account

Behavior

When to configure each setting

Configuration sections

Agent

Model

Behavior

Guardrails

Language

Automate with the Agents API

Agents endpoints

Deployments

​When to configure each setting

​Configuration sections

Agent

Model

Behavior

Guardrails

Language

​Automate with the Agents API

​Related pages

Agents endpoints

Deployments

When to configure each setting

Configuration sections

Automate with the Agents API

Related pages