# Behavior overview

> Shape how the agent thinks and talks, its role, its voice, and the business details it speaks from.

Source: https://www.hey.support/docs/behavior/overview

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Behavior is where you set the agent's personality. Knowledge decides what it knows; Behavior decides how it uses that knowledge and how it sounds. Open **Behavior** from the top navigation.

At the top of the page a plain-English summary sentence describes the current setup, with the key choices highlighted, so you can read the agent's personality at a glance. A health pill tells you how complete the setup is, from Not set up through to Tuned.

## Identity

This is who the agent is.

* **Name** is shown here but you edit it in [Experience](/docs/experience/identity-and-launcher). The name lives in one place so it never gets out of sync.
* **Role** sets the job: Support, Sales, Lead qualification, Product, or Custom. The role shapes how the agent frames answers. A support agent explains and reassures; a sales agent nudges toward a next step.
* **Voice** sets the tone: Friendly, Professional, Concise, Detailed, or Fun. Pick the one that matches how your brand talks.
* **Description** is a short blurb about your business. It gives the agent context for its opening line and how it introduces itself.

## Business contact details

Give the agent your real contact details so it can share them when a visitor asks:

* Email
* Phone
* Website URL
* Meeting or booking link

The agent uses these when someone wants to reach a human or book time, so keep them current.

## What lives elsewhere

Four things you might expect here live on their own pages:

* **Hard rules and custom instructions** are in [Instructions and rules](/docs/behavior/instructions-and-rules).
* **Topic boundaries** are in [Topic boundaries](/docs/behavior/topics-and-language).
* **Language** moved to [agent settings](/docs/agent-settings/language).
* **Resolution feedback** moved to [Capabilities](/docs/capabilities/resolution-feedback) — it puts something on screen for the visitor, so it belongs with the other capabilities rather than with the agent's personality.