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Persona and Guardrails both control how the agent behaves, rather than what it knows or what it can do.

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Persona

Persona is the agent’s personality and general operating instructions. A new agent starts with defaults covering things like:
  • Which pronouns to use, for example we, our and us rather than I, me and my
  • How long a reply should be, for example a maximum of two or three sentences
  • When to check listing information first, for example any question about pricing or availability
Customise it to match how your team writes. Teams often add a local greeting, or specify Australian English rather than American English.
If you want the agent to phrase things differently every time, put it in Persona. Response style is not knowledge, so it does not belong in the Knowledge Base, and correcting the agent in a single conversation will not apply the rule everywhere.

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Guardrails

Guardrails are the things the agent must always or never do. Common examples:
  • Never describe itself as an AI or a bot, and always present as a member of the host team
  • Never share one guest’s information with another
  • Never use offensive language
  • Never send a guest to a third party, such as telling them to contact the OTA directly
A guardrail against third parties stops the agent sending a guest elsewhere. It does not stop you building a skill that contacts a vendor on your behalf. If you want the agent to apologise to a guest about the pool and then message the pool cleaner, that is a skill instruction rather than a guardrail change.