Agent Guidance
Guidance controls how your AI agent responds to candidates. You can customize its personality, define policies, and set up escalation rules.Basics
Configure fundamental aspects of your agent’s communication style:| Setting | Options | Description |
|---|---|---|
| Tone of voice | Professional, Friendly, Casual | How formal or relaxed the agent sounds |
| Answer length | Concise, Balanced, Detailed | How much detail to include in responses |
| Memory | Session, Persistent | Whether the agent remembers past conversations |
Style
Create guidance on vocabulary and terms your agent should use:- Define company-specific terminology
- Set preferred phrasing for common topics
- Establish brand voice consistency
Example: Job title terminology
Example: Job title terminology
Title: Use official job titles
Description: Always use the official job title from the posting. Don’t abbreviate or use informal names. For example, use “Software Engineer II” not “Dev” or “SWE”.
Description: Always use the official job title from the posting. Don’t abbreviate or use informal names. For example, use “Software Engineer II” not “Dev” or “SWE”.
Policies
Define IF/THEN rules for specific situations:- How to handle salary questions
- What to say about benefits
- How to respond to competitor mentions
Example: Salary policy
Example: Salary policy
Title: Salary range disclosure
Description: When candidates ask about salary, provide the range listed in the job posting. If no range is listed, say “Salary is competitive and discussed during the interview process.”
Description: When candidates ask about salary, provide the range listed in the job posting. If no range is listed, say “Salary is competitive and discussed during the interview process.”
Escalations
Set up rules for when to route conversations to your team:- Complex complaints or issues
- Legal or compliance questions
- Technical problems with applications
Example: Complaint escalation
Example: Complaint escalation
Title: Escalate discrimination concerns
Description: If a candidate mentions discrimination, harassment, or unfair treatment during the hiring process, immediately escalate to the HR team and provide the support email.
Description: If a candidate mentions discrimination, harassment, or unfair treatment during the hiring process, immediately escalate to the HR team and provide the support email.