AI Agent Settings

The AI Agent Settings page lets you fine-tune how your AI assistant behaves, communicates, and responds to customer messages. This section helps you configure everything from tone of voice to post-conversation actions, ensuring the AI aligns with your support strategy.

1. General Configuration

Here, you define the basic attributes of your AI Agent:

• Status:
  Set the AI agent to Active or Inactive.

• Name:
  Give your AI a recognizable name.
  Example: "AI Bot"

• Tone of Voice:
  Choose how your AI communicates.
  Options include: Neutral, Friendly, Formal, etc.

• Answer Length:
  Set whether the AI gives short or detailed answers.
  Options: Short, Standard, Long

• Use Emoji:
  Toggle whether the AI can include emojis in its responses.

2. AI Persona

Define how the AI should behave in conversations:

“You’re an intelligent assistant. You are focused on giving precise and helpful answers. Excel in multi-turn conversations and ask for clarification if needed.”

This setting guides the AI’s conversational tone, behavior, and consistency in dialogue.

3. Question & Comment Instructions

Customize how users interact with the AI:

• Question Instructions:
  Set guidance text above the question input field.
  Example: “Enter your message”

• Comment Instructions:
  Set placeholder text for comment fields.
  Example: “Enter your message”

4. AI Helpfulness Feedback

Track the quality of AI responses based on customer feedback:

• Helped
  Indicates the AI answered the question correctly.

• Not Helped
  Indicates the AI failed to address the user’s need.

These options help evaluate and improve the AI’s future responses.

5. Automated Actions

Configure what the system should do when certain triggers occur.

If AI Helped:

• Action:

  • Close the conversation

  • Send conversation rating survey

  • Add closing tag

  • Add closing note

If AI Did Not Help:

• Action:

  • Transfer to Human Support

  • Select team (e.g. “Ana Takım”)

You can also set time-based actions such as:

• Send auto-close message after:
  0 Days, 0 Hours, 2 Minutes, 0 Seconds

6. Channel Selection

Choose the channels where the AI Agent will be active:

• AI Assistant
  A personal AI assistant powered by your uploaded content and past conversations.

7. Advanced AI Features

These tools help adjust and refine replies:

• Adjust Replies:

  • Expand

  • Rephrase

  • Make formal

  • Make friendly

  • Fix spelling & grammar

• Translate:
  Translate AI responses into different languages.

• Summarize Conversation:
  Let the AI summarize long conversation threads.

• Generate a Response for Conversation:
  Have the AI draft a suggested reply.