Agent Settings
Configure your AI agent's behavior, personality, and appearance
Agent Settings#
Customize how your AI agent behaves and responds. Customer-facing pictures and greetings live with the channel you deploy, not on this settings list.
Where to change it#
| Section | Purpose |
|---|---|
| Agent Studio → Guidance → Chat | Instructions, guardrails, pacing, tone, and language |
| Agent Studio → Guidance → Voice | Spoken prompt and tone. See Voice |
| Agent Studio → Guidance → Advanced | Market, timezone, currency, creativity, upload analysis, and call limits |
| Settings → General | Workspace name, sidebar visibility, and deleting the agent |
| Settings → Availability | When the AI may reply, and what happens when it is unavailable |
| Settings → Usage | Usage views, when that item is shown |
| Settings → Security | Burst protection and visitor quotas. Project owner only |
| Settings → Connections | Accounts used by tools, such as Google Calendar, Drive, and Sheets |
| Settings → Team Channels | Where owners and staff get alerts, reports, and approvals |
| Settings → Chat controllers | People who can command the agent from Messenger or Instagram |
| Settings → Tickets | Whether tickets are in use, and how they are created |
| Settings → Calendar | Opens calendar booking in Agent Studio |
| Settings → Business terms | Words that mean the same thing. See Business terms |
| Settings → Webhooks | Signed event delivery on Business and Enterprise plans |
A connected account is not a live customer channel. A connected tool is not proof a later booking, order, or payment succeeded.
Guidance shows Chat, Voice, and Advanced when voice is available. If voice is not on the plan, use project Settings → Plans for the allowance. Credit use depends on the plan and what the conversation does. Guidance does not ask you to pick a model by speed tier.
General#
Settings → General is for the project owner.
| Control | What it does |
|---|---|
| Name | The name your team uses for this agent in the workspace |
| Sidebar visibility | Which sidebar items this agent shows |
| Delete conversations | Permanently removes this agent's conversation history |
| Delete agent | Permanently removes the agent and its data |
The picture customers see on the website is set under Deploy → Chat widget → Style.
Guidance#
Open Agent Studio → Guidance. Use Save changes when the bar appears. Saved Chat guidance applies on the next customer reply. Changing Data sources is a separate train step.
Chat#
| Control | What it does |
|---|---|
| Instruction source | A preset, Custom instructions, or Learned Style from Messenger and Instagram conversations |
| Guardrails | Optional limits on what the agent must not promise. They apply only while enabled |
| Use guidance as the main response control | Recommended. Guidance sets pacing, tone, and helpfulness |
| Reply length & pacing | Shown when that switch is off: Quick, Conversational, Structured, or Detailed |
| Tone | Warm, Neutral, or Formal |
| Helpfulness | Minimal, Balanced, or Proactive |
| Primary reply language | Which words the agent uses. This is separate from the business market |
A Learned or Manual badge shows where a value came from. Reapply the learned value when you want the detected one back.
Advanced#
| Control | What it does |
|---|---|
| Market context | Philippines, United States, and Global are active. Other markets can show as coming soon |
| Market guidance | Optional local nudges for setup and owner guidance. It does not replace approved knowledge |
| Business timezone | Project-wide time for schedules, bookings, and displays. The starting value follows the market |
| Currency | Prices, analytics, and reporting |
| Response creativity | Off means Automatic. On sets a fixed level from Precise toward Creative. Later adjustments can still apply |
| Analyze customer uploads | Lets the agent read supported files and images in chat or email. The screen shows the credit cost, charged only after a successful analysis |
Orders are not configured here. Open Agent Studio → Tools and the Orders checkout settings. See Orders. Payment rules there include no payment in chat, payment after confirmation, a deposit before confirmation, or full payment before confirmation. Saving a rule does not prove a customer payment succeeded.
Voice#
The Voice tab holds the spoken prompt and tone. Pronunciation, onboarding voice, and maximum call length are on Advanced, in Calls. Customer call buttons are separate, under Deploy → Voice calling.
See Voice.
Business terms#
Teach the agent which names mean the same service, package, branch, or price. See Business terms.
Chat controllers#
Settings → Chat controllers is for trusted people who message your Page or Instagram account. The agent treats them as staff instead of customers. This is not the AI Assistant, and it is not project Members.
| Step | What you do |
|---|---|
| 1 | Click Add Controller |
| 2 | Choose Facebook Messenger or Instagram DMs |
| 3 | Enter their platform user ID, not a username, and an optional display name |
| 4 | Choose Owner, Admin, or Controller |
| 5 | Share the verification code. It expires in 10 minutes, and they must send it as a chat message |
| 6 | Confirm you saved or sent the code before closing |
Owner can manage the controller list. Admin can use the commands. Controller has limited access. Until the code is sent, they stay under Pending Verification, where you can issue a New Code or revoke access.
Availability#
Open Settings → Availability.
| Choice | What it means |
|---|---|
| AI responds during these hours | The weekly schedule is when the AI may reply |
| AI responds outside team hours | The schedule is team coverage. The AI covers the rest |
| Store message only (no reply) | Messages that arrive while the AI is unavailable are kept, with no automatic reply |
| Send auto-reply message | Send the message you write instead |
| Exceptions & Holidays | Override specific dates |
| Per-channel settings | Override the schedule for one channel |
Presets include 9-5 Weekdays, PH Business, and, when the AI responds during the schedule, 24/7 and Night Shift.
Security#
Settings → Security is for the project owner.
| Limit | What it does |
|---|---|
| Burst protection | Caps how quickly one visitor can message the website iframe or chat bubble |
| Visitor quota | Caps that visitor across a longer window, then starts a cooldown |
Dashboard messages are not covered by burst protection. To limit where the widget can load, use Deploy → Chat widget → Install → Allowed domains.
Webhooks#
Webhook settings are available on Business and Enterprise plans. Active trials can test gated features during the trial, subject to trial limits. If the page is locked, check project Settings → Plans.
| Step | What you do |
|---|---|
| 1 | Click Add Webhook |
| 2 | Enter your HTTPS endpoint URL |
| 3 | Select the events to subscribe to |
| 4 | Copy and securely store the signing secret |
| 5 | Save |
tool.executed means an action completed successfully. Connecting a tool does not send that event,
and it does not prove a later customer action succeeded.
See Webhook Events for the event list and payloads, and Webhooks for setup.
CRM#
CRM is its own sidebar item, not a Guidance tab. See CRM for Today, Customers, and Work.
When settings take effect#
| Setting | When it applies |
|---|---|
| Name, security limits, and availability | After you save |
| Chat guidance, market, and creativity | On the next customer reply |
| Data sources | After processing and training finish |
Best Practices#
- Test after changes. Use Agent Studio → Test before customers can hear the agent.
- Start conservative. Leave creativity on Automatic, and keep guidance as the main response control until you need the manual style controls.
- Change one thing at a time. Save, then test.
- Separate setup from launch. A private test is not a live channel. Confirm the activation on Deploy.