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What are behaviours?

Behaviours are predefined rules or styles that you can turn on or off for each agent. They shape how the agent responds (e.g. tone, when to escalate, when to ask for help) without you writing long instructions from scratch. Your organization has a list of behaviours that an admin has created. When you edit an agent’s Persona, the Behaviours tab shows that list and lets you select which ones apply to this agent.

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Where to set behaviours

  1. Open AI Hub and select your agent.
  2. Open Persona (or the agent’s configuration).
  3. Go to the Behaviours tab.
  4. You’ll see a list of available behaviours (names and possibly short descriptions).
  5. Turn on the behaviours you want for this agent. Turn off the ones you don’t.
  6. Save.
Only the behaviours you turn on are active for that agent.

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Examples of what behaviours might do

Depending on how your admin defined them, behaviours might:
  • Set a tone (e.g. formal, friendly, concise).
  • Add rules (e.g. never share internal links, always confirm before creating a work order).
  • Control escalation (e.g. hand off to a human when the user is upset or when the topic is billing).
  • Add safety (e.g. don’t answer outside your knowledge base, say “I don’t know” when unsure).
If you’re not sure what a behaviour does, check with your admin or the behaviour’s description in the list.

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No behaviours available

If the Behaviours tab shows “No behaviours available”, your organization hasn’t added any yet. An admin can create behaviours in the right place (e.g. AI Hub or settings); once they exist, they appear in the list and you can assign them to agents.

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Adding a new behaviour (admin)

If you have permission to manage behaviours, use Add a behaviour (or the equivalent in your app) to create a new one: give it a name and description so others know when to use it. Then you can assign it to any agent from the Behaviours tab in the agent’s Persona.