Information Settings

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. Information Settings Tab

Configuration Fields

Name

The agent’s display name, shown throughout the platform and in logs. Guidelines:

Be descriptive and specific
Include the agent’s primary function
Use consistent naming conventions across agents
Keep it concise (2-5 words ideal)

Customer Service Agent
Lead Qualification Assistant
Invoice Processing Agent
Content Generator - Blog Posts
Order Status Lookup

Agent 1
My Agent
Test
Helper
Bot

Good naming helps you quickly identify agents in flows with multiple agents or when debugging.

Description

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

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

Qualifies inbound leads through discovery questions and ICP scoring. 
Accesses CRM data, enriches company information, and books meetings 
with qualified prospects.

Content Generator

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.

Response Mode

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

Decision Tree:

Does the user/system wait for the response?
├─ YES → Wait for Completion
└─ NO → Run in Background
    
Is this real-time interaction (chat, API, form)?
├─ YES → Wait for Completion
└─ NO → Run in Background

Will 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

Email Processing - Run in Background

Scenario: Customer sends email to support@company.comFlow:

Trigger: Email received
Agent: Reads email, looks up customer, processes request
Response mode: Run in Background
Result: Email accepted immediately, agent processes async

Why: No one is waiting for immediate response. Agent can take time to process thoroughly.

Form Submission - Wait for Completion

Scenario: Lead fills out contact formFlow:

Trigger: Form submitted
Agent: Qualifies lead and enriches data
Response mode: Wait for Completion
Result: Form shows “Thank you” with personalized message

Why: User submitted form and expects confirmation. Better UX with immediate response.

Scheduled Report - Run in Background

Scenario: Daily sales report generationFlow:

Trigger: Schedule (every morning at 9am)
Agent: Analyzes data, generates insights, creates report
Response mode: Run in Background
Result: Report generated and emailed to team

Why: No user waiting. Long-running analysis. Scheduled automation.

Agent Instructions

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?

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?

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?

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 points

Communication 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?

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?

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 resolve

Tool 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:

Example scenarios:

Scenario: Customer wants refund after 30 days
Response: 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 solve
Response: 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 angry
Response: Stay calm and empathetic. Acknowledge their frustration. 
Don't get defensive. Focus on solutions. Escalate if abuse occurs.

Complete Example:

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

500 automatically. Escalate refunds over

500 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:

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

Prompt Field

The prompt field is located at the bottom of the Information tab and shows what input will be passed to the agent when it runs. Default Value:

Prompt: ${trigger.body.message}

This variable mapping automatically passes the message from the trigger to the agent.

Understanding the Prompt

The prompt is what the agent receives as input. It can come from:

Directly from trigger - ${trigger.body.message}, ${trigger.email.content}
From previous steps - ${step_id.response}, ${http_request.data.question}
Mapped from multiple sources - Combine multiple fields

When to Customize the Prompt

Keep Default
Customize

Use the default when:

Agent is directly connected to trigger
Trigger provides a single message/question field
Simple pass-through of user input

Example flows:

Chat widget → Agent
Form submission → Agent
HTTP request with message → Agent

Customize when:

Agent is not directly after trigger
Need to combine multiple fields
Processing output from previous step
Adding context or formatting

Example mappings:

Process this email: ${trigger.email.subject}

Email content:
${trigger.email.body}

Or combining multiple sources:

Customer: ${trigger.form.name}
Question: ${trigger.form.message}
Order Number: ${trigger.form.order_number}

Advanced Prompt Mapping

You can build complex prompts using variable mapping:

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.

Learn more about variable mapping in the Variable Mapping Guide.

Prompt Examples by Use Case

Chat Widget

Email Processing

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

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

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

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.

Best Practices

Name agents clearly and consistently

Use a consistent naming pattern across your organization:

Pattern 1: [Function] Agent - “Customer Service Agent”, “Lead Qualification Agent”
Pattern 2: [Department] - [Function] - “Sales - Lead Qualifier”, “Support - Order Lookup”
Pattern 3: [Use Case] Assistant - “Refund Assistant”, “Onboarding Assistant”

Pick one pattern and stick with it.

Write detailed instructions

More detail = better performance. Include:

Clear role definition
Specific responsibilities
Communication style
Tool usage guidelines
Edge case handling
2-3 example responses

Think: “If I hired a human for this role, what would I tell them?”

Choose response mode carefully

Default to “Wait for Completion” for:

User-facing interactions
API endpoints
Anything requiring immediate response

Use “Run in Background” for:

Email processing
Scheduled tasks
Long-running analysis
High-volume async processing

Test with real scenarios

After configuring:

Test with typical cases
Test with edge cases
Test with malformed input
Test with frustrated/difficult customers
Review and refine instructions based on results

Iterate based on performance

Monitor agent conversations and:

Add instructions for gaps you discover
Include new examples for common scenarios
Refine personality based on feedback
Update tool usage guidelines

Agents improve with refined instructions.

Use markdown formatting

Organize instructions with:

# Headers for major sections
- Bullet points for lists
**Bold** for emphasis
Code blocks for examples

Well-formatted instructions are easier for the AI to parse and follow.

Next Steps

Provider Settings

Configure AI models and output schemas

Context Settings

Manage memory and reasoning behavior

Tools & Connectors

Connect your systems and data sources

Prompt Engineering

Master the art of writing agent instructions

Get Started

Assistants

Flows

Account Management

Advanced

Information Settings

Information Settings

Configuration Fields

Name

Description

Response Mode

Agent Instructions

Be Specific

Show Examples

Define Boundaries

Explain Tool Usage

Prompt Field

Understanding the Prompt

When to Customize the Prompt

Advanced Prompt Mapping

Prompt Examples by Use Case

Best Practices

Next Steps

Provider Settings

Context Settings

Tools & Connectors

Prompt Engineering

​Information Settings

​Configuration Fields

​Name

​Description

​Response Mode

​Agent Instructions

Be Specific

Show Examples

Define Boundaries

Explain Tool Usage

​Prompt Field

​Understanding the Prompt

​When to Customize the Prompt

​Advanced Prompt Mapping

​Prompt Examples by Use Case

​Best Practices

​Next Steps

Provider Settings

Context Settings

Tools & Connectors

Prompt Engineering

Information Settings

Configuration Fields

Name

Description

Response Mode

Agent Instructions

Prompt Field

Understanding the Prompt

When to Customize the Prompt

Advanced Prompt Mapping

Prompt Examples by Use Case

Best Practices

Next Steps