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By the end of this page one agent will sound the way you want on every channel it uses, and you will know which boxes were already filled in for you and which one is genuinely empty.
Where
Outreach→AI Agents
Your role needs
Read access to AI Agents read-campaigns. Admin, Member and Viewer have it by default.
To create or change
create-campaigns to add one, update-campaigns to change one, on top of the permission above.
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Before you begin

  • An agent already exists. Instructions belong to one agent, not to the workspace: they sit on that agent’s own Agent Instructions tab, between Sources and Settings on the agent’s tab strip. Everything else about the agent (its goal, its channels, its message format) is on Settings; see agent settings reference.
  • Saving needs one permission more than the block above lists: update-campaigns. Without it every field still opens and the save bar still appears, but Save is greyed out and hovering it says “You don’t have permission to do this”.

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Steps

1

Open the tab and pick a channel

Open the agent, then its Agent Instructions tab. You land on the email instructions. A strip of channel sub-tabs appears above the cards only when there is a second channel to switch to: LinkedIn and WhatsApp each get one when the workspace has that channel available, or when this agent already has an account of that type attached, and Email joins them as the first sub-tab. The second condition is deliberate, so an agent whose workspace loses a channel can still be edited. With neither channel qualifying there is no strip, and the email instructions are the whole tab.Whichever channel you pick, the cards are the same three (Behaviour & tone, Offering and Stage playbook), and LinkedIn adds a fourth, Post engagement. On WhatsApp a line above the cards counts how many of the agent’s leads have a phone number, because the rest are skipped on that channel.
2

Set behaviour and tone

Behaviour & tone is the voice for every message on that channel: tone, writing style and any hard rules.It is not blank when you arrive. The box comes pre-filled with the built-in default for that channel (the text the agent actually runs on if you never touch it), so you edit real text rather than guess at an empty box. Email, LinkedIn and WhatsApp each have their own default, so one agent can sound different on each. Clear the box and the agent goes straight back to that default; there is no way to leave it with nothing to say.On Email the box also offers template variables to drop into the text. LinkedIn and WhatsApp switch them off, because variables are not resolved on those channels.Editing anything on this tab raises a save bar at the bottom of the page with Save and Discard. It stays hidden until something differs from what the tab loaded with.
3

Describe what you're selling

Offering is what the agent sells, and what you want out of this outreach. It is the one field on the tab with no built-in default: it starts empty, with an example behind it as placeholder text. Leave it empty and the agent has nothing to say about what you sell, even though Behaviour & tone carries on writing perfectly well on its own default.On Email the card also carries a reminder about Shareable Files, the attachments the agent can pull in on its own.
4

Tune the stage playbook

Below Offering, Stage playbook adds instructions on top of Behaviour & tone for one moment in the conversation, each moment behind its own switch. Like Behaviour & tone, the stages arrive switched on and pre-filled with the built-in default for that stage.On Email and WhatsApp the stages are Outbound, Reply and Follow-ups. LinkedIn swaps Outbound for First message (the opener sent once an invitation is accepted) and keeps Reply and Follow-ups.Email’s Follow-ups is more than one box. All follow-ups covers every one of them, and beneath it sit numbered slots, Follow-up #1 onwards. You get one slot fewer than the number of messages your workspace’s follow-up cadence allows, and the count stops at a ceiling, so raising the cadence beyond that adds no further slots. A cadence of a single message gives you no numbered slots at all. A numbered slot left empty falls back to All follow-ups, and the follow-up counter restarts after each reply from the lead. WhatsApp keeps a single follow-up box with no numbered slots.Every field here carries a running character count. Template variable chips are offered on Email’s Outbound, Reply and All follow-ups only. They are not on the numbered slots, and not on LinkedIn or WhatsApp, which say so under the box.Turning a stage’s switch off is not cosmetic. It deletes that stage’s text there and then, and the row changes to Using the built-in default.
5

Decide on post engagement (LinkedIn only)

LinkedIn’s fourth card, Post engagement, decides whether the agent warms a lead up by reacting to their posts and by commenting on them. Both are on by default, and the comment wording is its own instruction field, pre-filled with a built-in default like everything else here.A comment is the one output on this tab that is public: everyone in the lead’s network sees it and it cannot be taken back. The default is written for that. It asks for one short sentence about one thing actually said in the post, in the post’s own language; never a pitch, never a mention of your company, product or a link; never a fact, number or prediction that could be wrong in public; and nothing at all when there is nothing short and specific to say.
6

Save your changes

Save sends only the instruction fields, and only for the channels that have a sub-tab. Which sub-tab you are looking at makes no difference: every channel with a sub-tab is saved in the same go. A channel with no sub-tab is not sent at all, so its pre-filled defaults never persist behind your back. The agent’s other settings are never touched from here.Clearing a field and saving does something real: the blank is sent as a blank, so the agent falls back to the built-in default instead of keeping the old text. Discard puts every field back to the value it loaded with, though a stage switch you turned off keeps showing as off until you leave the tab and open it again.On Email the tab header carries a live preview, which reads the boxes as they are right now (unsaved edits included), so you can test a change before committing to it.

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What happens next

A green Agent instructions saved confirmation, and the save bar disappears.
From then on, every message the agent writes on that channel is built from what you saved: Behaviour & tone and Offering apply to all of them, and each stage adds its own instructions on top. Anything you cleared uses the built-in default for that channel and stage again. Nothing else is triggered. The agent keeps to the schedule it already had.

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Troubleshooting

Expected, not a bug: a stage’s switch controls that stage’s text directly, not just whether the box is on screen. Turning it off clears the text immediately and the row reads Using the built-in default. Nothing has reached the agent until you save, so if you want the text back, leave the tab without saving and open it again.
Save and Discard live in a bar at the bottom of the page that only appears once something differs from what the tab loaded with. If the bar is there but Save is greyed out, your role is missing update-campaigns; see roles and permissions.
A sub-tab needs one of two things: the channel available to your workspace, or an account of that type already attached to this agent. Attach one on the agent’s Settings tab and the sub-tab appears. See agent settings reference. Detach every account of that type again and, unless the workspace has the channel, the sub-tab goes with them. When neither channel qualifies there is no strip of sub-tabs at all, and the tab shows the email instructions on their own.

Agent settings reference

Every field on the Settings tab, section by section, with what it changes and what happens if you leave it alone.

Email Prompts (personality templates)

Reusable behaviour and tone presets that get copied into an agent: editing a template never changes an agent that already used it.

Company details and AI Instructions & Context

The company record the AI writes from, its employees list, and the per-company rules you can set.

Shareable Files (AI-accessible attachments)

Upload a file with a description so the AI knows when to attach it, and follow it through the Analyzing state.