Customizing Agent Behavior

Directives are immutable business rules injected into the agent's core context on every turn. Write them in plain English:

1. Never offer discounts exceeding 15% without explicit manager approval.
2. If an order inquiry mentions damaged goods, request a photo before proceeding.
3. For enterprise inquiries (> 50 seats), route contact details to sales@company.com.
4. Protect customer privacy: never output full credit card numbers or raw identity keys.

Directives guarantee compliance even during complex multi-step reasoning cycles.

Combine static reference documents with real-time human oversight:

• Knowledge Base: In Agent Detail → Knowledge, attach company policy PDFs, price lists, or technical manuals. The agent indexes these via semantic retrieval for grounded responses.
• Memory Facts: View and curate episodic facts the agent has learned from customer conversations (e.g. VIP client preferences).
• Human Approval Gates: For high-stakes actions (issuing refunds, executing database writes, broadcasting SMS campaigns), require mandatory admin confirmation before the tool executes.