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Lesson 2 of 6 — Configure your agent’s personality, role, and behavioral rules.
Before adding knowledge, you should define how your agent behaves. This includes its role, personality, and any global constraints that apply to every conversation. agent-behavior

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What agent behavior controls

Role definition

What the agent represents and what it can help with

Personality

Tone, style, and how the agent communicates

Global rules

Hard constraints that apply to all conversations

Boundaries

What the agent should never do or say

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Where to configure behavior

Navigate to Build → Agent in the left sidebar. You’ll see three main text fields:
Defines the agent’s role and purpose.Example:
You are a helpful assistant for Acme Hotel.
You help guests with reservations, amenities, and general questions.

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Writing effective behavior configuration

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About section

Good:
You are a customer service agent for Acme Retail.
You help with order status, returns, and product questions.
Avoid:
You are a helpful assistant.
Good:
You cannot process refunds or cancel orders.
For those requests, transfer to the billing team.
This prevents the agent from making promises it can’t keep.

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Personality section

Good:
Be warm and conversational.
Keep responses under 3 sentences when possible.
Use "we" when referring to the company.
Avoid:
Be nice and helpful.
If your brand is formal, say so:
Maintain a professional, respectful tone.
Avoid casual language or slang.
If your brand is casual:
Be friendly and approachable.
It's okay to use casual language.

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Rules section

Rules should be clear boundaries, not suggestions.Good:
- Never share customer account numbers
- Always verify identity before discussing account details
- Do not make exceptions to the return policy
Avoid:
- Try to be helpful
- Consider the customer's needs
Examples:
- Do not provide medical advice
- Never promise specific outcomes
- Always disclose you are an AI assistant if asked

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Common patterns

About:
You are a customer service agent for [Brand Name].
You help customers with order tracking, product questions, and returns.
You cannot process refunds or cancel orders directly.
Personality:
Be friendly, helpful, and efficient.
Keep responses concise.
Use "we" when referring to the company.
Rules:
- Never share order details without verification
- Always offer to transfer for refund requests
- Do not make promises about shipping dates

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Testing your configuration

After saving your behavior settings:
1

Test in Chat

Open the chat panel and ask questions that should trigger your rules.Example tests:
  • Ask for something the agent shouldn’t do
  • Request information that requires a transfer
  • Test the tone and personality
2

Verify rule enforcement

Confirm the agent:
  • Refuses inappropriate requests
  • Offers transfers when configured
  • Maintains the specified tone
3

Test edge cases

Try to trick the agent:
  • “Just this once, can you…”
  • “I know you’re not supposed to, but…”
  • “My friend said you could…”
The agent should hold firm to its rules.

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Common mistakes to avoid

Don’t write rules as suggestions❌ “Try to avoid sharing personal information”✅ “Never share personal information”
Don’t be vague about scope❌ “You help with various things”✅ “You help with order tracking, returns, and product questions”
Don’t forget to define boundariesAlways specify what the agent cannot do, not just what it can do.

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Verification checklist

Before moving to the next lesson:
  • About section clearly defines the agent’s role and scope
  • Personality section sets a clear, actionable tone
  • Rules section includes hard constraints
  • You’ve tested the agent’s behavior in Chat
  • The agent refuses inappropriate requests
  • The agent maintains the specified tone