Behaviour and voice
A board's agent runs on a saved agent profile: a voice, guidance, and the knowledge it is allowed to read. Two boards can run the same profile, or each can have its own.
Voice and guidance
Voice is the register — consultative and calm, brisk and factual, warm. Guidance is the standing instruction underneath it: be concise, practical, and executive-friendly.
Write guidance as things to do, not things to avoid. A list of prohibitions belongs in guardrails, where it is enforced rather than merely requested.
Choosing the profile for a board
Each board picks its agent in the board's settings:
- Team default — the workspace's default agent. This is what a new board inherits.
- A specific profile — one you built in Agent Builder.
Changing a board's profile changes that board only. This is the whole point of per-board agents: you can make Support more cautious without making Sales more cautious.
Building a profile
Profiles are created and edited in Agent Builder, which also decides which buckets the profile may read and whether callers see the sources behind an answer. Because that surface configures buckets and agent policy, it is documented with Calypso Context:
Trying a change before customers see it
Use Playground — the same profile, the same knowledge, the same key scope, without a customer on the other end. See Playground.