What you will learn
- What each Behaviour field does
- How to write useful instructions
- How to create safer fallback and guardrail behavior
Open Behaviour
Open an Agent and scroll to the Behaviour card.
System Prompt
Use the System Prompt to describe the Agent’s role and goal. Keep it specific. Good prompts usually include:- The business or team the Agent represents
- The topics it should help with
- The kind of answer it should give
- When it should ask a follow-up question
- When it should direct the visitor to support
Tone
Choose the tone that matches the audience:- Friendly for approachable customer support
- Professional for sales, business, or account workflows
- Neutral for factual help center experiences
Verbosity
Choose the response length:- Short for quick FAQ answers
- Balanced for most support experiences
- Detailed for setup, troubleshooting, or technical explanations
Fallback Message
The Fallback Message is shown when the Agent cannot answer confidently. Use a helpful message that sets expectations and offers a next step. Example:Guardrails
Use Guardrails to define boundaries. For example, tell the Agent not to make pricing promises, not to answer outside your product scope, or to ask for a human handoff when sensitive information is involved.Save and test
Click Save, then test the Agent in the Web Preview with real customer-style questions.
Next steps
Web Channel
Configure the visible web chat experience.
Best practices
Learn how to refine instructions and source content.