> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thinnest.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Behaviour

> Tone, language, opening line, model and when to fetch a human.

## Business description

The facts the agent falls back on when a knowledge search finds nothing — what
you sell, to whom, and anything true of the business as a whole.

Keep it factual. This is grounding, not instructions: it is treated as
information to work from, never as commands.

## Instructions

Tone and subject matter. "Be warm but brief." "Never discuss competitors."
"Always mention that delivery is free over ₹2,000."

Tune these in the **Playground**, against a live reply. Guessing at wording and
shipping it is how you find out a week later that the agent has been ending
every message with an emoji.

<Note>
  Your instructions are treated as guidance on tone and subject matter, not as a
  command channel. The platform's own safety rules always win — which is what
  stops a customer talking the agent out of them too.
</Note>

## Opening line

The first thing a visitor reads in the widget. Write it in the business's own
voice; "How can I help you today?" is a wasted sentence.

## Reply language

Either a fixed language, or **match the customer** — the agent replies in
whatever language they wrote in.

37 languages, including all 22 of the Eighth Schedule. The picker is one A–Z
list with each language in its own script, so there is no "other languages"
section to scroll past.

## Answer style

Presets rather than a raw temperature number. Precise for policy and pricing
questions; warmer where the conversation is a sales one.

## Model

Chosen per plan, and re-checked at request time — so downgrading a plan cannot
leave a more expensive model quietly running.

<Info>
  **The agent does not go dark.** If a model provider fails mid-conversation, the
  reply falls through to another model rather than to silence. A customer looking
  at a dead chat window is a worse outcome than a slightly slower answer.
</Info>

## Handing over to a person

Two triggers, each switchable — and [Escalation](/agent/escalation) covers what
happens when one fires, including when a custom action fails:

* **When the material does not cover the question.** The honest escalation.
* **When the customer asks for a person**, or is clearly upset.

Turning one off removes the capability entirely rather than asking the model to
refrain — the difference matters, because a model that has a tool will
eventually use it.

<Tip>
  A business with nobody watching the inbox should turn escalation off. An
  escalation nobody answers is worse than a straight "I don't know", because the
  customer waits.
</Tip>