How-tointermediateadmin, member
Customizing Agent Behavior
Fine-tune how your agents respond, prioritize, and communicate.
5 min read5,900 viewsUpdated 2026-01-25
Setting personality
In the agent settings, choose a communication style:
| Style | Best for |
|---|---|
| Professional | Client-facing comms, formal reports |
| Friendly | Internal team chat, casual updates |
| Concise | Alerts, status reports, data summaries |
This affects how the agent writes emails, chat messages, and reports.
Task priorities
Set priority rules under Agent → Settings → Priority Rules:
priority_rules:
- condition: "sender.is_vip"
priority: "critical"
action: "handle_immediately"
- condition: "ticket.age > 2h"
priority: "high"
action: "escalate"
- condition: "default"
priority: "normal"
action: "queue"
VIP contacts can be managed in Settings → Contacts → VIP List.
customizationbehavior
Was this helpful?
More questions? Contact support