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Behavior Banner The Behavior tab is where you customize how Helply communicates in your server. This tab controls Helply’s tone, writing style, emoji usage, personality traits, and custom instructions for different parts of the system.
Editing Helply behavior is a Plus / Pro feature. Learn more.

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What the Behavior tab does

Add agent-specific instructions

Write separate guidance for replies, escalations, and action suggestions.

Adjust tone and personality

Control how friendly, professional, direct, or conversational Helply feels.

Control emoji usage

Choose how expressive Helply should be in replies.

Tune response style

Decide how concise, detailed, reactive, or proactive Helply should be.

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Agent instruction fields

The Behavior tab includes separate instruction fields for different Helply agents. This gives you more precise control over different parts of Helply instead of applying one global rule to everything.

Main agent instructions

These apply to ticket replies and forum replies.Use this field when you want to change how Helply answers support questions directly.This can affect:
  • overall response style
  • how much detail Helply gives
  • how formal or casual replies feel
  • whether replies are more direct or more conversational
  • how Helply explains steps to users
This does not affect:
  • when Helply escalates to a human
  • how Helply decides to rename or close tickets
  • action suggestions made by the actions agent
By default, Helply already understands when a human is needed. These settings let you guide how Helply should behave when escalation decisions come up.Use this field for escalation-specific rules, such as:
  • when your team should be looped in
  • what kinds of issues should be escalated faster
  • exceptions or special handoff rules
This can affect:
  • escalation decision guidance
  • handoff expectations
  • rules around when human intervention is preferred
This does not affect:
  • normal ticket or forum replies
  • ticket renaming or auto-close behavior
These apply to ticket and forum action suggestions.Use this field when you want to influence operational actions instead of message tone.This can affect:
  • ticket renaming guidance
  • ticket closing guidance
  • action-related rules and exceptions
This does not affect:
  • the tone of Helply’s normal replies
  • how Helply answers user questions
  • when Helply escalates to a human

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Which instruction field should you use?

Main agent instructions

Use this when you want to change how Helply talks to users and what it mentions inside its responses.

Human escalation instructions

Use this when you want to shape how Helply handles handoff behavior.

Actions agent instructions

Use this when you want to adjust operational suggestions, like renaming or closing.

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AI behavior

Below the custom instruction fields, the AI behavior section lets you tune how Helply talks in your server.

Custom response guidance

Pro only

You can add short written guidance for how Helply should answer, including:
  • tone preferences
  • wording preferences
  • things to avoid
  • general style rules
This field supports up to 500 characters.
Custom response guidance is a Pro feature. Learn more.
You can control how expressive Helply should be with emojis.Available options include:
  • Minimal for only using emojis when necessary
  • Elevated for occasional emojis
  • High for frequent emoji usage
The Personality palette lets you choose one trait per category so Helply’s replies match the style you want.Available categories include:
  • Tone: Friendly or Professional
  • Clarity: Concise or Detailed
  • Confidence: Assertive or Gentle
  • Structure: Step-by-step or Summary
  • Voice: Conversational or Direct
  • Initiative: Reactive or Proactive
These settings shape the feel of Helply’s replies without requiring you to write custom prompts yourself.
1

Set the broad style first

Start with the personality palette and emoji usage to shape Helply’s default tone.
2

Add targeted instructions where needed

Use the agent-specific instruction fields only for rules that need more precision.
3

Keep instructions scoped to the right agent

Put reply style in the main agent field, escalation rules in the escalation field, and operational guidance in the actions field.
4

Test in real support conversations

Run a few sample tickets or forum threads to confirm the behavior matches your server’s tone and workflow.

Overview

Configure core routing and server-wide automation settings.

Actions

Manage ticket workflow automation and operational behavior.

Forums

Configure forum-specific support behavior and thread flows.

Intelligence

Adjust model and reasoning settings per agent.