Global instructions are universal guidelines that define your agent’s behavior and personality. They apply throughout the conversation, regardless of the current state.

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Defining the agent’s persona and role

The global instructions should clearly articulate:

  • The agent’s primary purpose (e.g., “assist with customer queries,” “book appointments”)
  • Communication style and tone

Voice Specificity

Indicate that the agent uses direct speech

Tone and Empathy

Define the tone (warm, friendly, direct) and handling of sensitive topics

Out-of-Scope Topics

Provide clear guidance for handling questions outside the agent’s domain

Keep global instructions concise and focused on universal behaviors. State-specific behaviors should be handled in their respective states.