How to Set Agent Behavior
A behavior is a saved set of instructions for your agent: its system prompt (how to act) and its first message (how it opens the call). An agent uses one active behavior on phone calls and, separately, one in video meetings. You can keep other behaviors saved and switch between them.
Where to find it
Open the agent from My Agents and scroll to Behavior Management. If the agent has no active behavior you’ll see a No Active Behavior warning. Create one, or activate one from the list.
Creating a behavior
- Click Create New Behavior.
- Fill in:
- Behavior Name, for example “Holiday Hours”.
- Description, optional, for your own reference.
- System Prompt: the agent’s instructions.
- First Message: what the agent says when it answers.
- Surface: Phone or Video meetings. Each surface has its own active behavior.
- Behavior Type: Permanent, or Temporary with an Expires At time.
- Tick Activate immediately if you want the agent to start using it now. Otherwise it’s saved as a draft.
- Save.
When changes take effect
- Phone: activating pushes the behavior to the live phone agent. It applies from the next call; a call already in progress keeps the old one.
- Video: video behaviors are read when the agent joins a meeting, so a change applies from the next meeting.
The Active Behavior banner at the top of the agent page always shows what’s live, including the current greeting.
Temporary behaviors
Use a temporary behavior for something with an end date, such as holiday hours or a one-day promotion. The banner shows it in yellow with its expiry time.
Phone and video
Phone and video behaviors are edited separately, so they can drift apart. When both exist, Behavior Management shows how similar they are, for example Phone ↔ video prompt similarity: 72%. Some difference is normal. To start a video behavior from your phone one, click Convert phone prompt → video.
Changing behavior by talking to your agent
As the agent’s owner or manager, you can also call it and ask for a change, for example “from now on, always ask for the caller’s email before hanging up”. If someone without access asks the agent to change, it’s sent to you for approval instead.
Prompt suggestions
After calls, TriLuna reviews conversations and collects suggestions for improving the agent’s instructions. The same suggestion from several calls is grouped into one, with a count of how many calls raised it.
Where to find them. When there are any, a prompt suggestions waiting box appears on the agent’s page, listing the ones raised most often. Click Review & apply (or any suggestion) to open the full list, where you can:
- tick the suggestions you want, click Generate rewrite, read the new instructions next to the current ones, and then apply them
- dismiss suggestions you don’t want; a dismissed suggestion doesn’t come back if it’s raised again
Phone and video suggestions are kept separate, because the agent has separate instructions for each.
On a conversation’s page. The AI Conversation Review still shows the call’s score, outcome and issues, and lists the suggestions that call raised along with where each one stands (open, applied, dismissed or expired). You can’t apply or dismiss them there. Click Review on agent page to act on them, so each suggestion is decided once for the agent rather than separately on every call.
Expiry. A suggestion expires seven days after it was last raised. Each time another call raises it, it gets another seven days.
Tips for writing instructions
- Be specific. “Offer to take a message if the caller asks for Sam” works better than “be helpful”.
- Say when a rule applies and when it doesn’t.
- Change one thing at a time, then make a test call.
- Keep the old behavior. Deactivated behaviors stay in the list so you can switch back.
Troubleshooting
The agent isn’t following my new behavior. Check the Active Behavior banner. If your behavior isn’t named there, it was saved as a draft, so press Activate. Check you activated it on the right surface, phone or video. Then start a new call, because calls already in progress don’t pick up changes.
The agent greets callers with something different from my First Message. For callers in your contacts, TriLuna may add their name (“Hi Jane!”) or greet them in their preferred language. See Personalised greetings and caller language.