Persona
Write the agent's instructions, its standing facts and its fallback message, once for identified and once for anonymous visitors, per environment.
Autopilot > Persona holds what the agent is told before every conversation: its instructions, the facts it always knows, and the message it sends when it cannot answer. Each environment has its own Persona, and a save is live there at once.
Before you start
- You need the admin role to save. A member reads the page and gets no save bar.
- The sidebar's environment switcher picks which Persona you edit. Switching with unsaved edits drops them, and the page tells you so.
Setting it up
Every field is written twice, on the Identified and Anonymous tabs. Neither copy falls back to the other, and one save writes both. Who counts as identified is defined on Flows.
- Custom instructions, 5,000 characters: tone, focus and what comes first. It cannot change how replies are formatted. Choose tone appends one of five ready voices under what you already wrote. Press Apply, then edit the words as ordinary text.
- Always-on knowledge, 5,000 characters: facts the agent knows on every page, for every user. Add structure appends twelve headings and no example facts. Write under each heading and delete the ones you have nothing to say under. Anything longer than a few sentences belongs in Train.
- Fallback message, 1,000 characters, with bold, italic, links and lists: what a visitor reads when the agent cannot answer from your material. Both copies are required. The save stays disabled while either is blank, and the page names the blank tab.
On Identified, type {{ or press Insert attribute to reference an
attribute. On Anonymous a reference typed by hand is refused
on save, because there is nobody to fill it in from. The two prompt fields are the only
place an Object or Object list attribute may be referenced. Its value enters the prompt cut
at 2 KB, and the page warns once: that value is written by your own end users and is sent
on every turn for that user.
What it changes
- Saving makes the Persona live in the selected environment. There is no publish step. To copy one environment's Persona over another's, use Promote to... on Environments.
- A turn the agent cannot answer sends the fallback message and is recorded as a content gap on Pulse. A greeting is never a gap.
- A Product with nothing trained answers most questions with the fallback message until you add a source.
When it goes wrong
- The save is refused with a conflict error: someone saved this Persona while you had it open. Reload, then redo your edits.
- The Identified tab warns that identity checking is off: anyone can call
arcy.identify()with another person's id and read that copy with their attributes filled in. Turn it on under Identity verification before you write anything private. - Choose tone or Add structure refuses: the result would pass 5,000 characters. Shorten the field first.