Add and prioritize behaviour layers

The selected voice style gives the assistant a broad personality. Behaviour layers let you add smaller, focused instructions for the way particular answers should be handled—for example, explaining technical terms plainly or leading with a short direct answer.

Keeping each layer focused makes the final behaviour easier to understand, test, and maintain. This guide will show you how to add layers without turning them into a second knowledge base or automation builder.

In this article, you'll learn:

• How to add a focused behaviour layer
• How to write instructions the assistant can follow
• How ordering and enablement work
• How to find conflicts between layers

Add a layer#

Start with one communication problem you can describe and test. A layer named after that purpose is easier to revisit than a generic label such as “Extra instructions.”

1. Open Settings > General settings > Behaviour.
2. In the behaviour layers section, select Add layer.
3. Enter a short name that describes the purpose.
4. Write one focused set of instructions.
5. Keep the layer enabled if it should apply now.
6. Select Save changes.

After saving, the enabled layer becomes part of the assistant's behaviour. The editor enforces limits on the number and length of layers, so prefer one clear instruction over a long collection of edge cases.

Write effective instructions#

A good layer describes communication behaviour you can observe in a test response. For example:

• explain specialist terms in plain language;
• lead with the direct answer, then give supporting detail;
• ask one clarifying question when the request is ambiguous;
• use short paragraphs for troubleshooting steps.

Avoid adding product facts, prices, policies, or temporary offers. Those belong in knowledge sources, where they can be owned and refreshed. A layer also cannot run an action, open a form, create a ticket, or override safety boundaries.

Order and enable layers#

Use the move controls to place related layers together and make the intended reading order clear. If you are comparing a change, disable a layer to preserve it without applying it. Remove the layer when the guidance is obsolete and no longer needs to be kept.

After reordering, enabling, disabling, or removing a layer, select Save changes. The page's saved state confirms that the current order and enablement will be used.

Test for conflicts#

Layers work together, so test the same representative question after each important change. Check that:

1. the direct answer remains correct;
2. the tone fits both routine and difficult conversations;
3. the response is not forced into an awkward format;
4. no layer contradicts another;
5. factual answers still come from current knowledge.

If two layers compete, combine them into one clear instruction or remove the less important rule. Changing one layer at a time makes it easier to see which instruction affected the result.

For the base voice and boundaries, return to Configure assistant behaviour.