> ## Documentation Index
> Fetch the complete documentation index at: https://help.verbu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Behaviour and style

> Tell the agent how to behave — and adjust the tone so it sounds like you.

Your agent reads your instructions every time it picks up a call or chat. You can also choose how chatty, formal, and patient it should be.

You'll find this under **Behaviour and instructions** on your agent.

## What the agent already does on its own

You don't need to write instructions for ordinary conversation. The agent sounds like a person, stays honest about what it knows, and keeps a natural rhythm.

Use the instructions for what's specific to your business.

## The agent adapts to the channel automatically

The same agent can take phone calls, chats, and emails. It knows how to behave for each one:

* **On the phone** it speaks naturally with pauses. It reads numbers, dates, and prices the way you'd say them out loud ("Thursday the 14th of May", not "14/05").
* **In chat** it structures answers with short paragraphs, bold words, and links. Long URLs become clean inline labels. There's breathing room between thoughts.

You don't need to do anything to make this work.

## Languages — one or many

If you've set up multiple languages under [AI](/en/getting-started/building-your-first-agent), the agent switches between them automatically mid-conversation. If a caller starts in English halfway through a Danish call, the agent just continues in English without asking.

You don't need to mention language switching in your instructions. It just works.

## What you should write

Use the instructions for what the agent can't know on its own — the things that make you *you*:

* Who the agent works for, and what role it plays
* What you sell or help with
* Things it **must not** do or promise
* Specific words you use about your products
* How you'd like it to handle common situations

A good example:

> You work as a receptionist for Acme Dental. Be friendly and slightly formal.
>
> Never quote a price without checking with a dentist first.
>
> If the caller has acute pain, transfer them to the on-call dentist immediately.
>
> We call customers by their first name when we have their record on file.

Keep it short. Three to five sentences usually works best. If the list keeps growing, ask whether some of it belongs in [Agent knowledge and training](/en/agent-behaviour/knowledge-and-training) instead.

## What you **shouldn't** write

* "Be friendly" — it already is
* "Listen before you reply" — it already does
* "Don't say you're an AI" — it doesn't
* Long product explanations — those belong in [Agent knowledge and training](/en/agent-behaviour/knowledge-and-training)
* Word-for-word scripts — instructions are guidelines, not a screenplay

## Style

Below the instructions you'll find three sliders. They shape how the agent sounds.

### Chattiness

| Setting         | How it sounds                                                            |
| --------------- | ------------------------------------------------------------------------ |
| **Brief**       | Short, precise answers. Few words. Best for callers in a hurry.          |
| **Friendly**    | A bit warmer. Confirms and reassures. The default for most teams.        |
| **Informative** | Explains in several sentences. Good for complex topics or new customers. |

In chat it also affects answer length. On the phone it controls how much the agent expands.

### Formality

| Setting          | How it sounds                                                              |
| ---------------- | -------------------------------------------------------------------------- |
| **Casual**       | "Hi, what's up?" Natural. Like a friend helping out.                       |
| **Professional** | "Good afternoon, this is Sarah from Acme." Still warm, just more measured. |

Most teams sit comfortably on **Professional**. Switch to **Casual** if you sell something relaxed (lifestyle, fitness, fashion).

### Pacing

| Setting       | How it sounds                                             |
| ------------- | --------------------------------------------------------- |
| **Efficient** | Fast. Few pauses. Gets to the point.                      |
| **Natural**   | Like a normal conversation. The default.                  |
| **Patient**   | Lets the caller finish. More pauses. Repeats when needed. |

Pick **Patient** for clinics, care homes, and places where people need room to think. Pick **Efficient** when callers just want to sort one thing and move on.

## How to test your way in

1. Pick the defaults (Friendly, Professional, Natural) the first time.
2. Use the **Test** button and call your agent with three or four realistic questions.
3. Listen — not for errors, but for *feel*. Does it sound like you?
4. Only move one slider at a time. Can you hear the difference?

Most of the work happens in the instructions, not the sliders.

## When something still isn't right

* **The agent promises things it shouldn't:** Spell it out plainly. "Never quote a price" works better than "be careful with prices".
* **It sounds cold:** Move Chattiness up to **Friendly**, or add "Be warm and welcoming".
* **It talks too long:** Move Chattiness down to **Brief**, or add "Keep answers short — max two sentences".
* **It interrupts callers:** Pick **Patient** under Pacing.
* **It says "Did that answer your question?" every time:** Add "Only ask if my answer landed if the caller sounds unsure."
* **It uses the wrong words for your products:** Add them under [Pronunciation](/en/agent-behaviour/pronunciation), and put your glossary in [Agent knowledge and training](/en/agent-behaviour/knowledge-and-training).

## Next steps

* Make sure the agent knows what to talk about: [Agent knowledge and training](/en/agent-behaviour/knowledge-and-training)
* Get names right: [Pronunciation](/en/agent-behaviour/pronunciation)