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Common questions about configuring your agent’s personality and role. For full documentation, see Agent.
The agent’s name, personality, and role are configured in the Agent section (Build > Agent > Agent). This is where you set the greeting, personality, and high-level role.For detailed tone control, use global rules with specific examples of how the agent should respond. Single-sentence instructions like “Be professional” are less reliable than concrete examples:Instead of: “Be friendly and helpful.”Use a rule like: “When greeting the customer, use their name if available. Example: ‘Hi Sarah, thanks for calling [Brand]. How can I help you today?’”
Test tone in sandbox with adversarial inputs — try frustrated customers, repeated questions, and off-topic requests to make sure the agent responds well under pressure.
It helps the agent stay focused. Add this in the Agent section or as a global rule.Examples:
  • “You are a virtual agent for [Brand], focused on customer support.”
  • “You are a helpful hotel concierge, focused on resolving customer problems and managing reservations.”
Last modified on March 27, 2026