AI Agent Configuration

Configure your AI agent’s personality, knowledge, tools, and behavior to create the perfect chatbot experience for your audience.

Agent Settings Overview

System Prompt Best Practices

The system prompt is the most important configuration for your agent. It defines the agent’s persona, capabilities, limitations, and communication style.

Structure Your Prompt

## Role
You are [name], a [role] for [company].

## Personality
- Tone: friendly, professional, helpful
- Style: concise but thorough
- Language: match the customer's language

## Capabilities
- Answer product questions using the knowledge base
- Look up order status via the Orders API
- Schedule appointments via the Calendar tool
- Process returns and refunds

## Limitations
- Never share internal pricing or margins
- Cannot modify orders after shipment
- For legal questions, redirect to [email protected]

## Escalation Rules
- If the customer requests a human agent, transfer immediately
- If confidence is below 60%, ask clarifying questions
- For billing disputes over $500, escalate to a supervisor

Supported Models

Knowledge Base

Upload documents to give your agent domain-specific knowledge. Supported formats:

• PDF — Product manuals, catalogs, policies
• CSV / Excel — Product databases, pricing sheets
• Web URLs — Website pages, help center articles
• Plain Text — FAQs, knowledge articles

Tool Integrations

Extend your agent’s capabilities by connecting external tools:

Built-in Tools

• Human Handoff — Transfer conversation to a live agent
• Send Email — Trigger email notifications
• Schedule Message — Send follow-up messages at a specific time
• Collect Info — Structured data collection forms

Custom Tools (API Actions)

Create custom tools that call your own APIs:

{
  "name": "check_order_status",
  "description": "Look up the status of a customer order by order ID",
  "parameters": {
    "type": "object",
    "properties": {
      "order_id": {
        "type": "string",
        "description": "The order ID (e.g., ORD-12345)"
      }
    },
    "required": ["order_id"]
  },
  "endpoint": "https://api.yourstore.com/orders/{order_id}",
  "method": "GET",
  "headers": {
    "Authorization": "Bearer {{API_KEY}}"
  }
}

Conversation Flow Settings

Welcome Message

Configure an automatic greeting sent when a new conversation starts:

Hi there! 👋 I'm the Acme Support Bot.

I can help you with:
• Order tracking & returns
• Product questions
• Scheduling appointments

How can I assist you today?

Fallback Behavior

Define what happens when the agent can’t answer a question:

• Clarify — Ask the customer to rephrase
• Escalate — Transfer to a human agent
• Acknowledge — Apologize and offer alternative help