Agent Settings
Open from the Settings tab inside any agent.
General
- Agent name — shown in the dashboard and chat header
- Description — internal note about what this agent does
- Agent type — Conversational (default) or Document Generator
AI behaviour
| Setting | What it does |
|---|---|
| Model | LLM provider and model — OpenAI GPT-4o, GPT-4o mini, Anthropic Claude |
| Temperature | Low = precise and consistent, High = more creative and varied |
| Response length | Concise, Balanced, or Detailed |
| System prompt | The core instruction that defines who the agent is and what it does |
| Supplemental instructions | Extra rules appended to the system prompt |
| Brand guidelines | Strict / Casual / Inherit from workspace |
Conversation Behaviour
Control how your agent handles follow-up suggestions, conversation resets, and new conversation creation.
| Setting | What it does | Default |
|---|---|---|
| AI Quick Replies | When no journey-defined buttons exist, the AI suggests 2–3 contextual follow-up options after each response. Journey-defined buttons always take priority. | On (Conversational), Off (Document Generator) |
| Allow "Start Over" | Users can say "start over" or "reset" to return to the beginning of the conversation journey. After 6+ messages, a greeting like "hi" also triggers a reset. Conversation history is preserved. | On |
| New Conversation Button | Shows a button in the chat header after 3+ messages that lets users start a completely fresh conversation. The previous conversation is saved to history. | On |
Escalation
Define when the agent should hand off to a human:
- Triggers — keywords or topics that should always escalate (e.g. "refund", "complaint")
- Behaviour — Offer to Connect, Auto Escalate, or Provide Contact Details
Safety & guardrails
| Setting | What it does |
|---|---|
| Competitor names | Agent redirects instead of comparing when these are mentioned |
| Forbidden topics | Topics the agent should never discuss |
| Negative keywords | Words the agent should never use |
| Deflection message | What the agent says when a forbidden topic comes up |
| Required disclaimers | Text that must appear when certain topics are mentioned |
Deploy
- Publish / Unpublish — go live or take offline
- Landing page URL — the public link to share
- Widget embed code — the
<script>tag for your website
See Deploying Your Agent for full instructions.