Behavioral Overrides
The Behavioral Overrides switch on your agent's page lets TriLuna adjust the agent's system prompt and first message for each call, for example to greet a caller by name or brief the agent about a campaign contact. This page explains what the switch does and when you need it.
Where to find it
Open My AI Agents, click an agent, and scroll to the Behavioral Overrides card, below Conversation Memory.
What it does
Your agent runs on ElevenLabs, and ElevenLabs only lets TriLuna change an agent’s instructions during a call if that agent allows it. The switch turns on two ElevenLabs settings together:
- System prompt override. TriLuna can add context to the agent’s instructions at the start of a call, such as who is calling or a contact’s talking points.
- First message override. TriLuna can change the agent’s opening line, for example to greet the caller by name.
Turning the switch off turns both settings off again. The agent’s saved prompt and first message are not changed either way; overrides only apply to one call at a time.
The switch reads the setting straight from ElevenLabs, so if you already changed it in the ElevenLabs dashboard, the switch shows that.
When you need it on
Turn Behavioral Overrides on if you use any of these:
- Caller memory, so the agent remembers returning callers
- Campaign talking points, so the agent is briefed about each contact
- Group calls, where the agent is told about the group it is joining
If it is off, calls still go through, but the agent uses its standard prompt and greeting without the personal details.
Who can change it
The agent’s owner and anyone with manager access can flip the switch. Viewers see whether it is on but cannot change it.
If only one of the two is on
If someone turned on just System prompt or just First message in the ElevenLabs dashboard, the switch shows as off with a note saying which one is on. Turn the switch on to enable both.