How to Set Agent Behavior

Method 1: Using the Web Interface

The web interface provides a structured way to modify your agent’s behavior with immediate changes and version control.

Step 1: Access Your Agent

1. Log into your TriLuna dashboard
2. Navigate to My Agents from the main menu
3. Click on the agent you want to modify

Step 2: Modify Behavior

1. Scroll down to the Behavior Management section
2. Click “Add New Behavior” or edit an existing behavior
3. Choose your behavior settings:
   • Behavior Name: Give it a descriptive name (e.g., “More Professional Tone”)
   • Behavior Type: Select from predefined options or create custom
   • Duration: Set how long this behavior should be active
   • Instructions: Provide specific guidance for the agent

Step 3: Save and Activate

1. Click “Save Behavior”
2. Toggle the behavior to “Active” if it’s not already enabled
3. Your agent will acknowledge the change in its next conversation

Method 2: Speaking Directly to Your Agent

You can also modify your agent’s behavior by speaking to it directly during a conversation. This method provides immediate, conversational adjustments.

Voice Commands for Behavior Changes

Basic Behavior Modification:

“Hey [Agent Name], I need you to be more formal in your responses.” “Can you be more casual and friendly when talking to callers?” “Please use shorter responses and get to the point quickly.”

Specific Scenario Behaviors:

“When someone asks about pricing, always mention our current promotion first.” “If a customer seems frustrated, apologize and offer to transfer them to me.” “For technical questions, gather their contact info and tell them I’ll call back.”

Temporary vs. Permanent Changes:

Temporary: “For the next hour, be extra patient with callers.” Permanent: “From now on, always ask for their email address before ending the call.”

How Voice Changes Work

1. Immediate Effect: Voice-commanded changes take effect instantly in the current conversation
2. Memory Storage: Your agent remembers the change for future conversations
3. Context Awareness: The agent understands whether you want temporary or permanent changes based on your wording

Behavior Change Examples

Common Scenarios

Making Agent More Professional:

Web Interface: Create behavior named “Professional Mode” with instructions: “Use formal language, avoid contractions, address callers as Sir/Madam”

Voice Command: “Please be more professional and formal with all callers from now on”

Handling Specific Business Hours:

Web Interface: Set time-based behavior: “After 5 PM - Inform callers office is closed, offer to take message”

Voice Command: “When someone calls after business hours, let them know we’re closed and offer to take a detailed message”

Managing Difficult Callers:

Web Interface: Create escalation behavior: “If caller becomes angry or demanding, remain calm and offer transfer”

Voice Command: “If someone gets upset or raises their voice, stay calm and ask if they’d like me to have them call back when I’m available”

Best Practices

When to Use Each Method:

• Use Web Interface for:

  • Complex, detailed behavior modifications
  • Scheduled or time-based behaviors
  • Changes that need documentation/tracking
  • Behaviors with specific expiration dates

• Use Voice Commands for:

  • Quick adjustments during active conversations
  • Immediate response to current situations
  • Simple, straightforward behavior changes
  • Testing new approaches before formalizing them

Writing Effective Behavior Instructions:

1. Be Specific: “Speak slower” vs. “Reduce speaking pace by 25%”
2. Include Examples: Show the agent exactly what you want
3. Set Clear Boundaries: Define when behaviors should and shouldn’t apply
4. Test and Iterate: Try the behavior and refine based on real conversations

Troubleshooting

Common Issues and Solutions:

Agent Not Following New Behavior:

• Wait 10-15 minutes for web interface changes to sync
• Test with a new conversation (behavior changes don’t affect ongoing calls)
• Check if conflicting behaviors are active

Voice Commands Not Working:

• Speak clearly and use direct language
• Use your agent’s name to get attention first
• Confirm the agent understood by asking it to repeat back the change

Behavior Changes Too Extreme:

• Make incremental adjustments rather than dramatic changes
• Use temporary behaviors to test before making permanent
• Keep backup of previous successful behaviors

Advanced Features

For TriLuna members with advanced accounts, additional behavior features include:

• Conditional Behaviors: Behaviors that activate based on caller ID, time, or conversation context
• Behavior Templates: Save and reuse behavior configurations across multiple agents
• Performance Analytics: Track how behavior changes affect conversation outcomes
• Team Behaviors: Coordinate behavior changes across multiple agents in your organization

Need More Help?

If you’re having trouble with behavior modifications or need assistance with complex setups:

• Email our support team
• Call your agent and ask it to “create a support ticket for behavior help”
• Use the chat widget on your dashboard
• Browse our other help articles