Agent Settings

Configure exactly how your AI agent behaves, learns, and communicates.

Personality & Tone

Give your agent a clear name and select its communication style: Professional, Friendly, Concise, or Empathetic. This shapes the stylistic tone of every reply generated.

System Prompting

An optional free-text field for detailed instructions across your whole workspace. Use it to set unbreakable rules like "never discuss competitor products" or "always refer users to the refund policy page". The agent adheres literally.

Confidence Thresholds

Set a strict percentage limit (0–100%, default 70%). If the agent's internal confidence parameter falls below this threshold during generation, the conversation is aborted and instantly escalated to a human agent instead of sending a potentially wrong reply.

Escalation Settings

When an agent escalates, you orchestrate the handover natively. Enable Auto-assign in Zendesk, trigger a Slack Input Webhook, or send notification emails directly to your QA team.