How can I choose whether to use Runbooks or Deflection?

Right now, the only way to ensure an AI Agent will choose one path vs. the other is to either give the Agent access to Runbooks or configure a Persona + Resources for it.

A common flow might be:

• Create an AI Agent with a Persona + relevant resources (i.e. your Pylon knowledge base, public facing docs, and your pricing page). Do not give this agent access to any Runbooks.

• Create a second AI Agent that has access to any relevant Runbooks (i.e. "Troubleshoot X Issue" or "Summarize issue and create Linear Issue via API".

• When a new Issue comes into Pylon, use an AI condition in a trigger to assign the Issue to the appropriate AI (or human) Agent.