Behavior Change Request System (Beta)

Overview

The Behavior Change Request System provides a secure approval workflow for agent behavior modifications requested by unauthorized users. While agent owners can still make immediate changes through voice commands or the web interface, this system ensures that requests from external callers are properly reviewed and approved before being applied.

How It Works

For Authorized Users (Agent Owners)

If you own an agent or have management access to it, you can make behavior changes instantly:

• Voice Commands: Changes are applied immediately when you speak to your agent
• Web Interface: Direct behavior modification through your TriLuna dashboard
• No Approval Required: Your requests are automatically approved and applied

For Unauthorized Users (External Callers)

When someone who doesn’t own an agent requests behavior changes:

1. Request Detection: AI detects behavior change patterns in their conversation
2. Draft Creation: A behavior change request is created with AI interpretation
3. Owner Notification: You receive notifications about the pending request
4. Review & Approval: You can approve, reject, or modify the request
5. Application: Approved changes are applied to your agent

Special: Admin-Level Requests

Some behavior change requests require system administrator approval, even if they come from agent owners:

Admin-Only Changes Include:

• Voice Changes: “Change voice”, “different voice”, “use my voice”
• Language Additions: “Speak Spanish”, “add French language”, “respond in German”
• System Features: “Add webhook”, “integrate with my CRM”, “add new capability”
• Infrastructure: “Change phone number”, “upgrade subscription”, “add user access”
• Advanced Features: “Upload documents”, “access database”, “custom training”

Notification System

How You’re Notified

When someone requests a behavior change for your agent, you’ll receive notifications through:

Email Notifications

• Detailed request information with caller details
• AI summary of requested changes
• Confidence score for the interpretation
• Multiple review options (web, phone, email reply)

SMS Notifications

• Brief summary of the request
• Caller identification
• Instructions to call +1 (778) 901-6752 for voice review
• Quick approval option via SMS reply

Review Methods

Method 1: Web Interface Review

1. Visit https://triluna.app/behavior-requests
2. View all pending requests with detailed information
3. Compare original vs. requested prompts side-by-side
4. Approve, reject, or modify requests with notes

Method 2: Phone Review System

1. Call +1 (778) 901-6752 from your registered phone number
2. Listen to request details read aloud
3. Say “approve”, “reject”, “details”, or “next”
4. Add voice notes for complex decisions

Phone Review Commands: “Approve” - Accept the request as-is “Reject” - Decline the request “Details” - Get more information about the request “Next” - Move to the next pending request “Status” - Check how many requests are pending

Method 3: Email Reply

For quick approvals, simply reply to the notification email with:

• “APPROVE [request-id]” - Quick approval
• “REJECT [request-id]” - Quick rejection

Service Management

Enabling/Disabling the Feature

Administrators can control the Behavior Change Request System through the service management interface:

1. Visit Admin > Services in your TriLuna dashboard
2. Find “Behavior Change Requests” in the Agent Features section
3. Toggle between:
   • On for All Users: Feature available to everyone
   • Off for All Users: Disabled by default (can override per user)
   • Service Disabled: Completely unavailable

Per-User Control

Individual users can have the service enabled or disabled regardless of the global setting:

1. Go to Admin > Users > [User Name]
2. Find “Core Services” section
3. Toggle “Behavior Change Requests” for that specific user

Security & Rate Limiting

Built-in Protections

• Rate Limiting: Maximum 3 requests per phone number per day
• Agent Protection: Maximum 10 requests per agent per hour
• Content Filtering: AI validates requests for inappropriate content
• Spam Detection: Phone numbers are checked against known spam databases
• Audit Trail: Complete logging of all requests, approvals, and changes

Request Expiration

• 24-Hour Expiry: Pending requests automatically expire after 24 hours
• Reminder Notifications: You’ll receive reminders 4 hours before expiration
• Automatic Cleanup: Expired and old requests are automatically archived

Common Use Cases

Customer Service Scenarios

Example 1: Customer Feedback

Scenario: A customer calls and says “The agent is speaking too fast, can you make it slower?”

Process:

1. AI detects the behavior change request in the conversation
2. Creates a request: “Reduce speaking pace, speak more slowly”
3. You receive notification with request details
4. You can approve the change to improve customer experience

Example 2: Business Hours Adjustment

Scenario: A caller mentions “You should tell people you’re closed on Sundays”

Process:

1. Request created: “Update business hours information to include Sunday closure”
2. You review and approve the helpful correction
3. Agent behavior updated to provide accurate information

Admin-Level Scenarios

Example 3: Language Request

Scenario: Someone calls and asks “Can this agent speak French?”

Process:

1. System detects this requires admin approval (language addition)
2. Request is sent to TriLuna administrators instead of agent owner
3. Admins evaluate technical feasibility and platform capabilities
4. Implementation requires backend configuration changes

Best Practices

For Agent Owners

• Review Promptly: Respond to requests within a few hours for better customer experience
• Consider Context: Review the full conversation to understand the request’s context
• Use Notes: Add approval/rejection notes to track decision reasoning
• Monitor Patterns: Regular similar requests might indicate needed permanent changes

For Administrators

• Global Settings: Configure the service based on your organization’s needs
• User Overrides: Enable for trusted users, disable for problematic accounts
• Monitor Usage: Review request statistics to identify trends and issues
• Admin Requests: Evaluate technical requests carefully before implementation

Troubleshooting

Common Issues

Voice Commands Not Creating Requests:

• Check if “Behavior Change Requests” service is enabled for the user
• Verify voice prompt editing is enabled for the agent
• Ensure the caller used clear behavior change language

Not Receiving Notifications:

• Check notification preferences in your user settings
• Verify email address and phone number are current
• Check spam folders for email notifications

Phone Review Not Working:

• Call from your registered phone number associated with your account
• Speak clearly when using voice commands
• Wait for prompts before responding

Technical Details

AI Interpretation Process

The system uses advanced AI to interpret natural language behavior change requests:

• Pattern Recognition: Detects phrases like “change behavior”, “be more formal”, “speak slower”
• Context Analysis: Considers the full conversation context for accurate interpretation
• Confidence Scoring: Provides confidence ratings for interpretation accuracy
• Prompt Generation: Converts natural language to specific system prompt modifications

Authorization Hierarchy

The system checks authorization in this order:

1. Global Admin: Can approve any request for any agent
2. Agent Owner: Auto-approval for their own agents (non-admin requests)
3. Phone Managers: Users with admin/manage access to the phone number
4. Unauthorized: All others create approval requests

API Integration

For developers integrating with the system:

Key Endpoints

• GET /api/behavior-requests - List behavior change requests
• GET /api/behavior-requests/:id - Get specific request details
• POST /api/behavior-requests/:id/approve - Approve a request
• POST /api/behavior-requests/:id/reject - Reject a request
• GET /api/behavior-requests/stats - Get request statistics (admin only)

Authentication

All API endpoints require JWT authentication via the Authorization: Bearer [token] header.

Beta Testing Notes

Known Limitations

• Email notifications may have delivery delays during high-volume periods
• Phone review system supports English voice commands only
• AI interpretation works best with clear, direct language
• Complex multi-step requests may require manual clarification

Providing Feedback

Help us improve this feature by:

• Testing edge cases: Try unusual or complex behavior change requests
• Reporting issues: Email support@triluna.app with specific problems
• Suggesting improvements: Share ideas for workflow enhancements
• Performance feedback: Let us know about speed and reliability issues

Support & Feedback

During the beta testing phase:

• General Support: support@triluna.app
• Beta Feedback: support@triluna.app (Subject: Beta Feedback)
• Bug Reports: Include request ID, phone number, and detailed steps to reproduce
• Feature Requests: Share ideas for improving the approval workflow

Your feedback directly influences the development of this feature and helps us create the best possible experience for managing agent behavior changes.