Why isn't my AI Agent following its Persona?

Persona instructions only apply if the Agent has chosen deflection as its workflow. Runbooks will not utilize the Persona since you can provide explicit instructions within the Runbook itself.

Additionally, keep in mind that the Persona is designed primarily to set tone and writing style, not to set explicit instructions about how the AI Agent can and should handle different steps of an issue. For that, we recommend using a combination of Runbooks and deflection agents.