Overview
The General tab tells the stage what to achieve and how to behave. Set it up first: everything else the stage does follows from it. This tab has three parts:
Goal: the outcome the stage exists for, for example "Help the customer find the right running shoe and guide them to the website". The stage works toward it.
Instructions: your briefing for the stage, covering rules, what to say and what never to say, how to display and more. You can insert variables and contact properties, such as the customer's first name, and they fill in at runtime.
Advanced: model and generation settings, plus UTM tracking for links.
The stage introduces itself with your company's name and description from your brand settings. That is why you are asked to Set up your brand (in Settings) before you work on your first Agentic Stage.
How to
In your flow, add a node and choose Agentic Stage. If prompted, complete Set up your brand first.
Open the General tab.
Replace the default Goal ("Help the user!") with one specific outcome. It must be at least 10 characters.
Good: "Understand the customer's lifestyle and sleep needs, then recommend the mattress that suits them best."
Too vague: "Talk to the customer."
Replace the default Instructions ("You are a helpful assistant.") with your briefing. You can also use the variable picker to insert contact data if needed. Changes save automatically.
• Structure them with short headings, e.g. ###Role, ###Formatting, ###Recommendations (for product search use cases).
• Be explicit about limits, for example "Never promise delivery dates".
• Put factual content, such as policies and FAQs, in a Knowledge base tool rather than in the instructions.
Dummy Example:
### RECOMMENDATIONS & NEXT STEPS
- If the request is broad ("a bag", "a gift"), ask ONE short question about what matters most (use, colour or style) before searching.
- Before showing the products, describe them with one or two attractive features that match what the customer asked for.
- Display limit: show 5 relevant products (fewer if fewer fit).
- After the product suggestions, always recommend next steps that fit the conversation, varied from turn to turn: similar styles, a concrete matching add-on ("Want to see sunglasses that go with the [product name]?"), or reviews.
- When the user asks to see reviews:
1) Identify the exact product. If unsure, ask which one.
2) Use its SKU. If no result in this turn has it, call search_products for the product first.
3) Call the Get reviews tool with that SKU.
### CROSS-SELL (matching add-ons)
- When the customer asks for add-ons, accessories or matching items, go straight to add-ons. Add-ons are always a DIFFERENT product type from the main product. For a backpack, never show another backpack, a bag or a variant of the same model.
- Take the colour from the main product's title; a close tone is fine (e.g. Sand → sand / beige; Black → black; Walnut → brown / tortoise).
- Drop results that are the main product's type or were already shown. If none are left, try the next add-on type. If none work, say you couldn't find a matching add-on.
What to pair (pick 2, of different types where possible):
- Backpacks, bags, shoppers → small goods from the same product line first (e.g. a matching crossbody, wallet, washbag or accessory case), then sunglasses in a matching tone, a card holder, an essentials pouch, a water bottle.
- Suitcases → packing cubes, a washbag, a suitcase sleeve in the matching size, a travel pillow.
- Jackets → a backpack or crossbody in a matching tone, a beanie, sunglasses.
- Before the products, briefly explain in the message why you chose these add-ons. Give each add-on one short reason why it matches. Don't suggest the same add-on again after the customer says no.Advanced: we recommend keeping the default settings. They are tuned for most use cases, so only change them if our team advises you to. One setting worth knowing is Stay silent when no reply is needed, which is on by default. It lets the stage skip a reply when a message needs no answer, such as a closing "thanks", so customers don't get unnecessary messages. Open questions are always answered.
Model: Switching to larger models can be slower.
Temperature (0–2):Raise it for more varied wording. Keep it low for factual answers.
Max Turns:Limits tool steps within one reply, not conversation length. Rarely needs changing.
Stay silent when no reply is needed: Turn off if the stage should always answer, even a closing "thanks".Rarely needs changing.
UTM parameters (optional): open UTM parameters to set the source, medium, campaign, term and content for links the stage sends. The fields are prefilled with "charles", your channel, the flow name and the node, and those values apply unless you edit them.