Persona
How it shows up
What should this role feel like?
Tone, manner, and the character the teammate presents in customer conversations.
AI Teammates · Behavior
A clear role. A line it will not cross.
Persona and goals make a teammate consistent. Shared and role-specific rules make it safe. When reality reaches beyond those boundaries, escalation keeps judgment with the Leader.
Behavior stack
Persona
Warm, direct, never rushed
Goal
Move qualified requests toward a booking
Organization rule
Never promise same-day service
Role rule
Confirm the appointment time back
The exception path
Guardrails should make the next move obvious.
A useful rule is not a paragraph of policy theater. It is a hard line the teammate can recognize—and a reason to bring the decision back when the situation falls outside it.
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Goal
The teammate knows what good looks like.
Its role and goals define the outcome it is trying to move toward.
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Rules
The hard boundary comes first.
Organization rules apply across the team; role rules add the boundaries unique to this job.
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Escalation
An exception becomes a clear question.
The teammate does not stretch a rule or invent authority. It asks for the judgment it lacks.
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Answer
Your decision restarts the work.
The answer returns to the thread so the teammate can finish with the customer context intact.
Three layers of direction
Character, outcome, boundary.
These controls work together, but they are not interchangeable.
Goals
What it moves toward
What result is it responsible for?
The business outcome that helps it choose the useful next step.
Rules
What must remain true
Which lines are non-negotiable?
Shared business constraints and role-specific instructions that override the goal.
Autonomy
Trust can grow without disappearing.
Suggest keeps every customer-facing reply waiting for review. Autonomous lets permitted work proceed. The dial is explicit and reversible; rules remain in force either way.
Suggest
The work waits.
Review, edit, send, or reject before the Contact receives it.
Autonomous
Trusted work proceeds.
The teammate can act within its permissions and rules, while exceptions still escalate.
Keep exploring
See how the rest of the system connects.
Give the role enough direction to know when to ask.
Request an invitation and we’ll shape the teammate’s job, goals, shared rules, role rules, and review posture around real customer work.