Step 2 of the agent wizard, and editable afterwards from the
agent’s page.
What you can set
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.
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.
Changes need a re-compile
Editing guardrails does not take effect until the agent is compiled again. Save, then
Review & Compile. 
