The Information tab defines your agent’s core identity and behavior. This is where you set the agent’s name, describe what it does, choose how it executes, and write the instructions that guide its behavior.
A brief summary of what this agent does. Used for documentation and team collaboration.Guidelines:
Explain the agent’s purpose in 1-2 sentences
Mention key capabilities or tools
Include any important limitations
Help others understand when to use this agent
Examples:
Customer Service Agent
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Handles customer inquiries including order status, returns, and product questions. Can look up orders, apply return policies, and escalate complex issues to human support.
Lead Qualification Agent
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Qualifies inbound leads through discovery questions and ICP scoring. Accesses CRM data, enriches company information, and books meetings with qualified prospects.
Content Generator
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Creates personalized email campaigns and social media posts following brand guidelines. Adapts messaging by audience segment and channel.
Descriptions are for humans, not the AI. Keep them clear and helpful for your team.
Controls how the agent executes within the flow. This is a critical setting that affects user experience and flow behavior.
Wait for Completion
Run in Background
Behavior: The flow waits for the agent to finish processing before moving to the next step or returning a response.
Use when:
Building API endpoints that need to return agent results
Creating real-time chat experiences
Form submissions that show agent responses
Any synchronous interaction where users wait for results
Pros:
✅ Users get immediate responses
✅ Easier to handle errors and retries
✅ Simpler flow logic
✅ Can pass agent output to subsequent steps
Cons:
⚠️ User waits for agent to complete (may be 5-30 seconds)
⚠️ Request times out if agent takes too long
⚠️ Not suitable for very long-running tasks
Behavior: The flow responds immediately and the agent runs asynchronously. The trigger doesn’t wait for completion.
Use when:
Processing emails or documents
Running scheduled tasks
Handling webhooks from external systems
Long-running analysis or content generation
Any async workflow where immediate response isn’t needed
Pros:
✅ Instant trigger response (no waiting)
✅ Can handle very long-running tasks
✅ Won’t timeout on complex processing
✅ Better for high-volume processing
Cons:
⚠️ Can’t return agent results to trigger
⚠️ More complex to notify users of completion
⚠️ Harder to handle errors in real-time
⚠️ Need separate mechanism to show results
Decision Tree:
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Does the user/system wait for the response?├─ YES → Wait for Completion└─ NO → Run in BackgroundIs this real-time interaction (chat, API, form)?├─ YES → Wait for Completion└─ NO → Run in BackgroundWill processing take more than 30 seconds?├─ YES → Run in Background└─ NO → Either (prefer Wait for Completion for simplicity)
Important: If using “Run in Background”, subsequent steps in the flow cannot access the agent’s response. Plan your flow accordingly.
Example Scenarios:
Chat Widget - Wait for Completion
Scenario: Customer types question in chat widgetFlow:
Trigger: Chat message received
Agent: Processes question and generates response
Response mode: Wait for Completion
Result: User sees agent response immediately in chat
Why: User is waiting in the chat interface for a response.
This is the most important field—it defines your agent’s role, personality, capabilities, and behavior. Think of it as a detailed job description for a human employee.What to include:
1. Role & Identity
Who is the agent? What’s their job?
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You are a customer service representative for Acme Corp, a B2B SaaS company. You specialize in helping customers with account management, billing questions, and technical troubleshooting.
2. Primary Responsibilities
What tasks should the agent handle?
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Your responsibilities:- Answer questions about product features and capabilities- Help customers troubleshoot common technical issues- Look up account and billing information- Process refund and cancellation requests within policy- Guide customers through onboarding and setup- Escalate complex issues to human support team
3. Personality & Communication Style
How should the agent communicate?
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Your personality:- Friendly and approachable, but professional- Patient and understanding with frustrated customers- Clear and concise in explanations- Proactive in offering help and suggestions- Empathetic to customer pain pointsCommunication style:- Use clear, jargon-free language- Keep responses concise (2-3 paragraphs max)- Use bullet points for multiple items- Always greet customers warmly- End with asking if there's anything else you can help with
4. Specific Guidelines & Rules
What are the hard rules?
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Guidelines:- Always verify customer identity before accessing account details- Follow our 30-day return policy strictly (no exceptions)- Refunds over $500 require manager approval - escalate these- Never share other customers' information- If you're unsure, say so and offer to escalate- Use the order lookup tool before answering order-specific questions- Cite help articles when referencing policies or procedures
5. Tool Usage Instructions
How and when to use tools?
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Tools available:- Order Lookup: Use whenever customer mentions an order number- Knowledge Base Search: Search before answering product questions- Account Details: Access account info after verifying identity- Refund Tool: Process refunds under $500 automatically- Create Ticket: Escalate issues you can't resolveTool usage rules:- Always use Order Lookup before answering order questions- Search Knowledge Base for product features and policies- Don't create tickets for simple questions you can answer- Use Account Details only after confirming customer identity
6. Examples & Edge Cases
Show the agent how to handle specific scenarios:
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Example scenarios:Scenario: Customer wants refund after 30 daysResponse: Acknowledge the 30-day policy, explain why it exists, offer alternatives (exchange, store credit), and escalate if customer is a high-value account.Scenario: Technical issue you can't solveResponse: Acknowledge the issue, apologize for the trouble, explain you're escalating to technical team, create a ticket, and give customer the ticket number.Scenario: Customer is frustrated or angryResponse: Stay calm and empathetic. Acknowledge their frustration. Don't get defensive. Focus on solutions. Escalate if abuse occurs.
Complete Example:
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You are a customer service agent for TechFlow, a project management SaaS platform. You help customers with account issues, feature questions, and technical troubleshooting.## Your Responsibilities- Answer questions about TechFlow features and capabilities- Help customers troubleshoot technical issues- Look up account, billing, and subscription information- Process refund requests following our policies- Guide new customers through onboarding- Escalate complex technical or billing issues## Your Personality- Friendly, professional, and patient- Understanding with frustrated customers- Clear and concise in communication- Proactive in offering solutions- Empathetic to customer challenges## Communication Guidelines- Use simple, jargon-free language- Keep responses under 3 paragraphs when possible- Use bullet points for lists- Always greet customers warmly- Ask clarifying questions if needed- End by asking if there's anything else to help with## Specific Rules- Verify customer identity before accessing account details- Follow 30-day refund policy (no exceptions without approval)- Refunds over $1,000 require escalation to billing team- Never share information about other customers- If unsure, admit it and offer to escalate- Always use tools to verify information before answering## Tool Usage- **Account Lookup**: Use when customer mentions account issues- **Order History**: Check before answering billing questions- **Knowledge Base**: Search before answering product questions- **Refund Processor**: Process refunds under $1,000 automatically- **Ticket Creator**: Escalate complex issues## Example Responses**Customer asks about feature availability:**First search the Knowledge Base. If found, explain the feature clearly and offer to help set it up. If not found, explain it's not currently available and ask what they're trying to accomplish (might suggest alternative).**Refund request after 30 days:**"I understand you'd like a refund. Our standard policy is 30 days, and I see your purchase was [X] days ago. While I can't process a refund outside our policy, I'd like to help find a solution. Would you be interested in an account credit instead? Or I can escalate this to our billing team to review your specific situation."**Technical issue you can't solve:**"I apologize for the trouble you're experiencing. This sounds like an issue that needs our technical team's attention. I'm creating a support ticket for you right now and escalating it to our tech team. Your ticket number is #[NUMBER]. They typically respond within 4 hours. Is there anything else I can help with while we wait?"
Pro tip: Include 2-3 example responses for common scenarios. Agents learn from examples and will pattern-match their responses.
Writing Tips:
Be Specific
Don’t: “Help customers”
Do: “Answer questions about orders, process returns within 30-day policy, look up tracking information”
Show Examples
Don’t: “Be friendly”
Do: “Greet with ‘Hi! I’d be happy to help with that.’ Use a warm, conversational tone.”
Define Boundaries
Don’t: “Handle refunds”
Do: “Process refunds under 500automatically.Escalaterefundsover500 to manager.”
Explain Tool Usage
Don’t: “Use tools as needed”
Do: “Always search the knowledge base before answering product questions. Use order lookup when customer mentions an order number.”
Markdown Formatting: The instructions field preserves markdown formatting. Use headers, lists, and bold text to organize instructions clearly.
Placeholder Example in Field:
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You are a customer support agent for [Company Name]. You help customers with order tracking, returns, and product questions. You're friendly, professional, and always try to resolve issues on the first interaction.Your guidelines:- Always greet customers warmly- Use the order lookup tool before answering order questions- Follow our 30-day return policy- Escalate refunds over $200 to human support- End by asking if there's anything else you can help with
You can build complex prompts using variable mapping:
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Context: ${previous_agent.summary}New customer message: ${trigger.message}Previous conversation:${conversation_history}Please respond to the customer's new message considering the full context.
From: ${trigger.email.from}Subject: ${trigger.email.subject}Email content:${trigger.email.body}Please process this customer email and provide an appropriate response.
Provides full email context to the agent.
Form with Multiple Fields
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Contact Form Submission:- Name: ${trigger.form.name}- Email: ${trigger.form.email}- Company: ${trigger.form.company}- Message: ${trigger.form.message}Qualify this lead and determine next steps.
Structures multiple form fields for the agent.
Agent Chaining
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Previous analysis: ${research_agent.findings}Based on this research, please write a personalized email to:${trigger.lead.name} at ${trigger.lead.company}
Passes output from one agent to another.
Document Processing
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Document uploaded: ${trigger.upload.filename}Document type: ${trigger.upload.type}Content:${document_extract.text}Please analyze this document and extract key information according to our schema.
Combines upload metadata with extracted content.
The prompt field supports full JSONPath and variable mapping syntax. Use filters, transformations, and conditional logic as needed.
