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An optional box for the specific workflows most businesses never need. If you're not sure whether you need it, you don't — the defaults already work well.

Where it is, and what it replaced

AI Agent → Behavior, below tone, in the same "Behavior & Personality" card.

This one box replaced two older, narrower fields — a "Topics to avoid" field and a "Sign-off phrase" field. Both were low-use and added clutter for everyone to serve a few people. Both are still perfectly expressible here, as one instruction each, alongside anything else you need.

What belongs in it

Conditional or business-specific behaviour that the other fields can't express:

Lead qualification — "If the caller mentions a commercial property, ask roughly how many units before offering an appointment."
Topics to stay off — "Don't quote exact repair pricing over the phone; say it depends on the vehicle and offer to book a look."
A sign-off — "End every call with ‘thanks for calling Riverside, drive safe.’"
Routing rules of your own — "Warranty questions always go to a person, even if the caller says it's not urgent."

Be specific, or it won't be followed

"Don't quote exact repair pricing over the phone" is an instruction your agent can act on in the moment. "Be careful what you say" isn't — there's nothing in it to act on.

The same goes for triggers. "Transfer if the caller mentions a warranty claim" and "transfer if the caller sounds frustrated" are both concrete. "Transfer difficult callers" isn't.

The 2,500-character limit

There's a hard cap of 2,500 characters, with the counter turning amber at 2,000. The box stops accepting input at the cap, and a save over it is rejected outright.

Three reasons it's a real limit rather than a nudge:

What you write here is added to your agent's instructions on every single call. It isn't a one-off cost — a long field is a standing tax on how quickly your agent responds, on every call you ever take.
It layers on top of the base behaviour, your business description and your tone. Letting this one layer grow without bound would make the whole set unbounded, at exactly the layer meant to stay narrow.
It keeps the field honest about what it's for. A box big enough to hold a whole rewritten persona is a different feature, with different risks.

If you're running out of room

You're probably writing knowledge, not instructions. Facts about your business — pricing, policies, opening quirks, common questions — belong in your knowledge base, which has room for 100,000 characters per document and is only consulted when it's relevant. Keep this box for how to behave, not what to know.

What it can't do

It adds to your agent's behaviour; it doesn't replace it. The underlying safety rules and what its tools are allowed to do stay the same whatever you write here — an instruction that contradicts them won't take effect.

Nothing you write here can make your agent book outside your availability rules, transfer to a number you haven't configured, or invent a service you don't offer. Those are all decided in code, not in conversation.