Every reply the agent generates is shaped by your brand's instructions. You write them in plain language in the Brand Portal: tone, vocabulary preferences, things the agent must never say, recommendation rules, escalation triggers.
Structured controls
Some behaviors are too important to leave to free-text instructions. For those, we expose structured toggles: forbid the agent from introducing itself as a virtual assistant; always recommend a single product instead of a kit; speak only in formal Brazilian Portuguese; never discount unless the customer has explicit eligibility.
Add the control in the Brand Portal, the agent's behavior shifts on the next conversation.