Define behavior rules for ClearCo custom agents

Setting behavioral rules helps your custom agent provide safe and accurate answers to your workforce. You need IT Admin or User Admin permissions to edit these security controls. Confirming that your account includes the custom agent add-on must happen before you begin setup.

Open the agent studio workspace

Go to the Agent Studio, where you create and manage custom agents.

Navigate to the Policy tab.

 

Set behavioral rules for custom agents

Behavioral boundaries are the rules that control which topics your custom agent can discuss and how it responds to employees. 

From the Policy tab, set these rules to keep every conversation accurate, safe, and on topic. 

Set knowledge limits

Strict knowledge limits help your agent give accurate answers and admit when it does not know something.

• Turn on Knowledge Limits and Apologies so the agent tells employees when it cannot find an answer.
• Turn on Focus and Scope to keep the agent talking about your chosen topics only.
• Type an exact message in the Non-Context Segment Message field. The agent sends this message whenever a search fails.

TIP

Add a direct HR contact email to your fallback message. Employees will know exactly who to ask when the agent cannot find an answer.

Route sensitive questions to a person

Safety deflections protect your organization by sending high-risk questions straight to a human expert.

1. Turn on Avoid Legal and Financial Advice. The agent spots compliance questions and sends users to your certified experts.
2. Turn on Deflect Safeguarding and Sensitive Issues. The agent recognizes high-risk keywords and sends the employee to HR right away.

Set communication standards

Communication rules keep your agent's tone professional and in line with your company's values.

1. Turn on Professional Conduct and Bias. The agent scans its own responses to avoid biased language.
2. Turn on Neutrality. The agent removes gender-specific terms and uses inclusive language in every answer.
3. Type your own rules in the Additional Policy Rules text box. Use this box for specific rules that the default toggles don't cover.

Help employees get clear answers

Conversational support tools help employees find answers to complex questions faster.

1. Turn on Clarification and User Understanding. The agent asks a follow-up question when an employee's request is unclear.
2. Turn on Recommendations and Examples. The agent shares practical examples for open-ended questions.
3. Turn on Feedback Encouragement. The agent adds a satisfaction rating to each response so you can track how helpful it is.

Next steps 

• Validate your configuration choices safely before a full rollout in Test your custom agents.