1. Persona
Name, role title, communication style. "Valentina, Sales Development Rep, professional and warm." This is what shows up in signatures and calendar invites — pick something that fits your brand.
2. Knowledge
The agent answers from your tenant's knowledge sources: Help content, Drive docs you mark "agent-visible", product specs in Catalog. The agent never makes up facts — when knowledge is missing, it says so.
3. Tools
Toggle which actions the agent can take: read CRM, create leads, send quotes, book meetings, send WhatsApp. Each tool is a scoped permission, audit-logged.
4. Guardrails
- Never quote prices (price reveals happen in formal quotation only).
- Never make commitments (delivery dates, contractual terms) — those escalate to a human.
- Always identify as AI when asked directly.
- Configurable kill-switch keywords that immediately escalate.