# Agent behaviour

> Pick a personality, set the tone, choose the languages and script, and set the guardrails with Always do, Never do and escalation rules.

- Source: https://support.unifunl.io/en/help/ai-center/agent-behavior
- Category: AI Center (`ai-center`)
- Language: en
- Updated: 2026-08-20

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Agent Behavior is where you decide who your agent is: its personality, its tone, the languages it writes in, and the things it must always or never do.

![Agent Behavior: the ready-made personalities, and the agent's name and tone.](https://support.unifunl.io/help/screenshots/06-ai-center-behavior.png)

## Choose a personality

| Profile | Speciality | When to choose it |
| --- | --- | --- |
| Sara | Sales expert | Warm and persuasive, closing-oriented. Recommends naturally and follows up hesitant customers. |
| Amira | Brand ambassador | Friendly and culturally at ease in derja. Puts local customers at ease from the first message. |
| Karim | Support specialist | Patient and calm under pressure. Handles complaints and complex cases professionally. |
| Lina | Premium concierge | Refined and elegant. Every message feels considered and exclusive — for high-end brands. |
| Create your own | Custom | Your own name, tone and description. |

Whichever profile you pick, you then set the **tone**: Friendly, Professional, Empathetic or Sales-focused.

## Languages and writing style

![Languages and writing style: English, French, Arabic, Tunisian, Moroccan, Algerian; Arabic or Latin script.](https://support.unifunl.io/help/screenshots/30-agent-languages.jpg)

Available languages are English, French, Arabic, Tunisian derja, Moroccan and Algerian. One language is marked **Primary** — that is the default.

You also choose the script. **Latin script** is how most Tunisian customers write on WhatsApp and Instagram, mixing French and derja in Latin characters. **Arabic script** produces the same message in Arabic characters, for customers who write in literary Arabic or in derja using the Arabic alphabet.

## Set the guardrails

![Custom instructions and restrictions: what the agent must always do and never do.](https://support.unifunl.io/help/screenshots/31-agent-instructions.jpg)

**Always do** is what the agent must do every time — for example *mention current promotions*, or *reassure hesitant customers*.

**Never do** is what it must not — for example *never guarantee an exact delivery date*, or *never make a medical or health claim*.

**Additional instructions** is a free field, up to 6,000 characters, for everything else. For instance: if a customer asks for a booking, tell them we will call back within 48 hours.

> **Good to know** — one short sentence per rule works better than a paragraph. Always do and Never do are the most effective guardrails in the product.

## Escalation rules

![Escalation rules: when the agent hands over to a human.](https://support.unifunl.io/help/screenshots/32-agent-escalation-rules.jpg)

One-click presets cover angry or frustrated customers, refund requests and disputes, and high-value orders. You can add your own cases in free text, up to 2,000 characters — a customer asking for wholesale pricing, or a customer reporting an allergic reaction.

What happens when a rule fires is covered in [Escalation](https://support.unifunl.io/en/help/inbox/escalation).

## Other settings

| Setting | Effect |
| --- | --- |
| Product links in chat | On: product cards the agent sends are clickable and open the product page. Off: it sends images without links. |
| Create Draft | Prepares a version of the configuration without applying it yet. |
| Custom system prompt | **Advanced.** Replaces the whole guided configuration with your own system prompt. You lose the guided guardrails. |

## FAQ and troubleshooting

### The agent answers in the wrong language

Check which languages are enabled and which one is marked Primary. The agent adapts to the customer's language, including when several are mixed in one message, but only among the languages you enabled.

### My instruction is being ignored

Long instructions compete with each other. Move the important rule into **Always do** or **Never do** as a single short sentence rather than burying it in Additional instructions.

### Can I undo a custom system prompt?

Turn it off to return to the guided configuration. Because it replaces the guided setup entirely, treat it as an advanced option and test in Live Test before activating.

## What's next?

Configure all of this by describing what you want, instead of filling in forms.

[Copilot](https://support.unifunl.io/en/help/ai-center/copilot)

## Related articles

- [AI Center overview](https://support.unifunl.io/en/help/ai-center/ai-center-overview.md): What the agent knows — business mode, store details, promotions, delivery and return policies, and your own uploaded documents.
- [Promotions](https://support.unifunl.io/en/help/ai-center/promotions.md): The offers the agent brings up on its own — announcements, buy-more-save and bundles, with their discounts, their schedule and their linked products.
- [Copilot](https://support.unifunl.io/en/help/ai-center/copilot.md): Configure your agent by describing what you want in plain language. Every change is shown to you before it is applied.
- [Escalation](https://support.unifunl.io/en/help/inbox/escalation.md): What happens when the agent hands a conversation to a human — the yellow note, the silent agent, and how to pick it up.