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Step 2 of the agent wizard, and editable afterwards from the agent’s page.

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What you can set

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PII handling

Three modes:
  • Allow — the agent handles personal data normally.
  • Mask — it never repeats personal data back in a reply.
  • Block — it refuses to handle it and hands off to a human.
PII handling is enforced as an instruction to the model, not as a filter applied to the reply after it is written. It is a strong instruction, not a guarantee. If you are handling data where a leak would be a regulatory problem, do not rely on this alone — keep that conversation with a human.
That caveat applies in spirit to every guardrail here: they steer the model reliably, but they are not a hard filter. Anything that absolutely must not be said is better handled by not giving the agent the information in the first place.

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Writing rules that work

Be specific and positive about the alternative. “Never discuss pricing” leaves the agent stuck. “Never quote a price — say a member of the team will confirm current pricing” gives it somewhere to go. Put genuine hard limits in never-rules, not tone rules. Tone rules shape style; never-rules are treated as absolute. Escalation is a feature, not a failure. An agent that hands over promptly on refunds and complaints is more valuable than one that tries everything. Make the escalation triggers generous.

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Changes need a re-compile

Editing guardrails does not take effect until the agent is compiled again. Save, then Review & Compile.