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Behavior

Behavior

Configure your agent’s greeting, personality, model, and rules in Behavior > General.

Behavior > General overview

When to configure each setting

SettingWhen to useImpact
AgentFor the initial setup or when rebrandingPersonality (tone) and role. The greeting is configured per-channel under Voice/Chat configuration.
ModelNew agent setup, or optimizing for cost/latency/qualityLLM selection. Raven recommended, but other models are also available.
BehaviorConsistent terminology, compliance, edge-case handlingAdd your global constraints – tone, language style, compliance guardrails, pronunciation overrides.
GuardrailsSafety protections against jailbreaks, hallucination, crisis escalation, and moreToggle the five built-in platform guardrails. Lives under Behavior > Guardrails.

Configuration sections

Agent

Personality and role.

Model

Raven (recommended), OpenAI, Amazon Bedrock, or your own endpoint.

Behavior

Language style, compliance, edge cases, and pronunciation overrides.

Guardrails

Built-in platform protections against jailbreaks, hallucination, and crisis events.

Language

Multilingual settings, language coverage, and translation overrides.

Automate with the Agents API

If you spin up new agents from a reference template — for example, one agent per client or market — you can create and duplicate them from code.

The Agents API has endpoints for creating and duplicating agents.

# Create a new agent from scratch
curl -X POST https://api.us.poly.ai/v1/agents \
  -H "x-api-key: $POLYAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "name": "Support Agent", "description": "Tier 1 support, US" }'
# Duplicate an existing agent as a starting point
curl -X POST https://api.us.poly.ai/v1/agents/AGENT_ID/duplicate \
  -H "x-api-key: $POLYAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "name": "Support Agent - UK" }'
Agents endpoints

Create, duplicate, and configure agents from code.

Deployment pipeline

Publish and promote versions through Sandbox, Pre-release, and Live.