How behavior works
Think of behavior as the guidelines you’d give a new team member on their first day. You’re setting expectations for how they should communicate with customers, how they should handle different types of requests, and what your standards are for quality work. Your agent uses these guidelines every time it responds to a message or completes a task.What you can configure
You have complete control over how your agent behaves. Here’s what you can define: Tone and voice Set the communication style. Should your agent be formal and professional? Casual and friendly? Empathetic and supportive? Task approach Define how your agent should tackle different types of work. Should it ask clarifying questions before starting? Should it provide detailed explanations or keep things brief? Specific rules Add any rules that matter for your business. Things like “always include a call-to-action in marketing emails” or “never make promises about refund timelines.” Domain-specific instructions Give your agent expertise in your field. If you run a fitness coaching business, you might include instructions about proper form cues or how to modify exercises for injuries.Configuring behavior
You have two ways to set up your agent’s behavior: Through conversation with Appy.AI in Slack Just tell Appy.AI what you want. Say something like “I want my sales agent to be friendly but professional, and always ask qualifying questions before sending pricing.” Appy.AI will update the behavior for you. Direct editing in the web platform Navigate to your agent’s settings, find the Behavior section, and write or edit the instructions directly. This gives you precise control over every word.Smart references
You can reference specific knowledge files in your behavior instructions using the@[fileName] syntax.
For example: “When handling returns, always follow the process in @ReturnPolicy.md”
This tells your agent exactly which knowledge to prioritize for specific situations.
Tips for great behavior configuration
Start basic, then refine Begin with simple instructions about tone and general approach. You can always add more specific rules as you see what works. Be specific about what matters Instead of “be helpful,” try “ask at least two clarifying questions before recommending a solution.” Test by asking questions After configuring behavior, message your agent with real scenarios you expect it to handle. See how it responds and adjust from there.The best way to test behavior changes is to have a real conversation with your agent in Slack. Try different types of requests and see if the responses match what you’re looking for.