Scenarios: script specific behaviors

📍 Where to find it: AI Agents → (your agent) → Scenarios

A scenario gives the agent a named instruction to follow in a specific situation, for example how to handle a refund request.

How it works

Each scenario is a title + instruction pair. When the customer's situation matches an active scenario, the agent strictly applies the associated instruction. You can enable or disable each scenario without deleting it. Scenarios never override the guardrails (prohibitions remain the priority).

Step by step

1. Open the agent, go to the "Scenarios" tab.
2. Enter a title (e.g. Refund request).
3. Enter the instruction (what the agent should do in this case).
4. Click "Add the scenario."
5. Use "Enable"/"Disable" to control each scenario.

Good to know

• An enabled scenario is added to the agent's reasoning; a disabled scenario is ignored.
• Stay concrete: a clear instruction is better than a long paragraph.
• A guardrail always takes priority over a scenario in case of conflict.