Hard rules the agent must always follow, free-form custom instructions, and how creative its answers are.
Two controls let you steer the agent beyond its role and tone: hard rules for the lines it must not cross, and custom instructions for everything else.
Hard rules
Hard rules are short, absolute statements the agent always follows. Keep them tight and specific:
- "Never discuss competitor pricing."
- "Always ask for an order number before checking a return."
- "Do not promise delivery dates."
You can set up to five. That cap is deliberate. A short list of clear rules works; a long list of vague ones does not, and it starts to conflict with itself.
Custom instructions
Custom instructions are free-form guidance in your own words. This is the highest-priority input the agent gets, so use it for the nuances that do not fit anywhere else:
- How to greet people
- When to offer a demo or a discount
- How to handle an angry customer
- What to do when it does not know an answer
There is an 800-character limit, which is plenty for focused guidance. If you find yourself writing a policy document here, that content belongs in Knowledge instead.
Polish
Next to the instructions field is Polish, an AI rewrite helper. Write your instructions roughly, then ask it to make them shorter, more professional, more casual, or to fix the grammar. It shows you the rewrite so you can accept or revert. There are also snippet chips that append common instructions, like capturing an email before sharing pricing or escalating urgent issues to a human.
Answer style
Answer style controls how much the agent sticks to the script:
- Focused keeps answers tight and close to your content. Best for support, where accuracy matters most.
- Balanced is the middle ground and a good default.
- Creative lets the agent be more expressive. Better for sales or a playful brand.
If the agent is going off-script or inventing details, move answer style toward Focused and tighten your hard rules.