About 

You can define your agent's role, audience, opening phrase, and topics it shouldn't discuss in the Playbook tab. These settings guide how your agent behaves and responds during conversations.

You can start by describing what you want your agent to do and let AI generate the Playbook settings for you, or edit each setting directly.

Access the Playbook tab

1. From the Agents tab, click the agent you want to configure.



The agent workspace opens on the Overview tab by default.

2. Click the Playbook tab.



The Playbook tab displays.

Describe what you want your agent to do

Use Refine your agent to describe what you want your agent to do, and generate the Playbook settings.

1. In the Refine your agent field on the left, describe what you want your agent to do, including who it should help and the tasks it should handle. For example: Help customers who visit our website understand our products and find pricing information.



2. Click Update playbook.



The agent's role, opening phrase, target audience, and restricted topics are generated based on your description. Review these settings and make any changes you need.

Set the agent's objectives

Define your agent's role and goals for conversations with users.

Define your agent's role

Use the Agent role section to define your agent's purpose, goals, and how it should behave when interacting with users.

1. Edit the generated content or enter your own.



2. Click the expand icon at the top right of the field to edit the role in a larger window. 



3. When you're finished, click Done.

Fine tune your conversation flow

Define how your agent starts conversations, who it's intended for, and which topics it shouldn't discuss.

Set the opening phrase

Use the Opening phrase free text area to define how your agent starts a conversation with users.

You can edit the generated phrase or enter your own.

Define your target audience

In the Target audience free text area, describe who your agent is intended to interact with, for example, website visitors, prospective students, or existing customers.

The agent uses this information to tailor its conversations to the intended audience.

Restrict topics

Use the Restricted topics area to define topics your agent shouldn't discuss. Restricted topics can be generated when you click Update playbook, and you can also add or remove them manually.

To add a topic:

1. Click + Add. 



A text field displays. 



2. Type the restricted topic.
3. Click the + icon. 



The tag is created. 

You can add up to 10 restricted topics.

To remove a topic, click the X next to it.

Publish your changes

Click Publish at the top right to apply your changes.

Until you publish your changes, they won't affect conversations with your agent.