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

# Behavior

> Customize Suppio's tone, personality, emoji usage, and instructions.

Behavior settings control how Suppio communicates in a connected Discord server.

Use these settings when you want answers to match your brand, support style, or community norms.

<Note>
  Behavior controls and custom instructions are paid-plan features.
</Note>

## What you can control

<Columns cols={2}>
  <Card icon="sliders" title="Tone and style">
    Choose whether Suppio should be more concise, detailed, direct, friendly, or professional.
  </Card>

  <Card icon="smile" title="Emoji usage">
    Control how expressive replies should be.
  </Card>

  <Card icon="file-text" title="Custom instructions">
    Add targeted guidance for support replies, escalations, and action suggestions.
  </Card>

  <Card icon="message-circle" title="Discord replies">
    Apply the selected style to new ticket and forum replies in this Discord server.
  </Card>

  <Card icon="message-circle-more" title="Typing reactions">
    Show temporary Discord message reactions while Suppio queues, searches, and prepares a reply.
  </Card>
</Columns>

## Custom instructions

The **Instructions** section contains one shared custom-instructions field for the connected Discord server. It guides normal Discord replies, escalation decisions, and action suggestions.

The field accepts up to 1,000 characters. Keep it focused; context remains the source of factual product knowledge.

## Personality and style

Paid plans can configure emoji usage, typing reactions, and one choice from each personality pair shown in the dashboard. The available pairs cover tone, detail, confidence, answer structure, conversation style, and initiative for new replies in that Discord server.

<Note>
  These controls do not currently change web chat, support page, Agent API, or Sandbox behavior. Those surfaces use their own default behavior.
</Note>

## Good instructions

Good behavior instructions are specific and user-facing.

```text theme={null}
Answer in a calm, concise tone. Use numbered steps for setup instructions.
If a billing issue mentions a failed charge, escalate after giving the user
the basic billing page steps.
```

Avoid instructions that depend on hidden system details or ask Suppio to ignore safety rules.

## What behavior settings cannot fix

Behavior settings change style and decision guidance. They do not replace missing context.

If Suppio gives incorrect factual answers, update the agent's context first.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Replies are too long">
    Lower verbosity or add a main instruction such as `Keep answers under five sentences unless the user asks for detail.`
  </Accordion>

  <Accordion title="Suppio escalates too often">
    Review the escalation guidance in **Custom instructions** and make sure context includes the answers users are asking for.
  </Accordion>

  <Accordion title="Suppio does not escalate enough">
    Add clear escalation rules to **Custom instructions** for the topics your team wants reviewed by a human.
  </Accordion>
</AccordionGroup>