Best practices

• Write clear action descriptions, because they decide when the agent calls each tool
• Keep knowledge sources focused and up to date
• Start a New test session before each test run so earlier turns do not skew results

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Knowledge

• Split large documents into focused sources (returns policy, shipping, billing) so retrieval finds the right passage
• Use descriptive titles on Text sources to make debugging easier
• Re-crawl or re-upload when content changes, since stale chunks cause outdated answers
• Remove deprecated content instead of leaving conflicting sources in place

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Actions

• Treat the description as “when to call”. Write it like an instruction to a colleague: “Search records by reference when the user asks about order or ticket status.”
• Minimize required parameters. The agent asks follow-up questions for missing fields, but fewer fields means faster resolution.
• Test with the action test panel on the action detail page before enabling it in production.
• Never store secrets in dashboard-visible URLs. Use saved tokens or a server-side proxy instead.

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Instructions & branding

• For Customer Support agents, instructions are generated from your sources. To change behavior, add or improve documents rather than editing instructions directly.
• Set a welcome message and 3 to 5 suggested prompts that mirror real user intents.
• Match the tone to your brand, whether that is formal support or a casual assistant.

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Before go-live