AI Agent Settings

Last updated: April 3, 2026

Persona

Name

Update the name that the AI Agent bot will respond with.

Instructions

Give your agent context on what your business does and the different products you offer. Keep this brief, max. 4-5 sentences. This is not a space to coach your Agent on escalation procedure, tone of voice or issue-specific guidance.This is not a space for conditional workflows or issue-specific guidance — those belong in Runbooks, which are designed for "if this, then that" scenarios.

Agent Mode

Use this setting to determine the way you want the AI Agent to address issues.

Full Support - This gives the AI Agent full agency to respond to customer requests (assuming it can find an answer) and run runbooks.
Runbooks only - This limits the AI Agents to only utilizing any assigned runbooks. It will not answer questions from its training data, and if no runbook scenarios match, the agent will escalate the issue.
Internal QA only - This will prevent the AI Agent from responding publicly to any customer issues. Instead, the AI Agent will post its intended response as a internal note, for review. The agent can respond to a selection of issues or all of them. If the agent is not able to answer the question, it won't post anything.

Disabled - The agent will not respond to any issues, and will immediately escalate.

Ask clarifying questions

If Full Support mode is on, you will have the ability to toggle whether you want to the Agent to ask clarifying questions. If enabled, the agent is allowed, but not required, to ask clarifying questions when responding to the customer.

The agent is able to ask clarifying questions a maximum of 3 times before escalating, but will respond to the customer as soon as it has enough information.

Settings

Tone of Voice

Use this to tweak how you want to the Agent to respond to customer requests.

Professional
Warm & Friendly
Concise & Efficient
Playful & Casual

Delete Agent

Use this if you'd like to remove your Agent from your Pylon instance.