See and edit the AI-optimized version of your AI agent’s playbook

Until now, you could build a Playbook and configure your Agent, but what the AI actually received was a refined version you had no visibility into. If something felt off, there was no clear place to look or fix it.
The new AI-Optimize tab
 in your Agent configuration page surfaces exactly what your AI agent is working from. You can review and edit each section individually:
Personality
 — adjust how the Agent presents itself in conversation
Behaviour
 — control how the Agent handles different situations
Guardrails
 — set what the Agent will and won't do
Playbook scenarios
 — fine-tune how the Agent responds to specific customer intents
One important thing to know: once you make any edits in the AI-Optimize tab, your original Playbook becomes read-only. It stays visible for reference, but all further changes go through the AI-Optimize tab from that point forward.
This gives you real control over what your Agent actually does, instead of guessing why it's not behaving the way you expected.
👉 Learn how to use the AI-Optimized Playbook