# Chat AI Agent Configuration

#### Overview

After creating your Chat AI Agent, you can customize various settings to optimize performance, align with your brand voice, and ensure seamless customer experiences.

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#### Accessing Agent Settings

1. Navigate to **AI Agents & Bots** in the navbar
2. Click on your Chat AI Agent

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#### Configuration Options

**1.  Prompt**

The system prompt is the foundation of your AI agent's behavior. It defines:

* **Role**: Who the AI is (e.g., "You are a helpful sales assistant...")
* **Goal**: Whats the Goal of the AI  (e.g., "Your goal is to qualify leads...")
* **Instructions**: What the AI should or shouldn't do
* **Knowledge Scope**: What information the AI has access to

<figure><img src="broken-reference" alt=""><figcaption></figcaption></figure>

**Best Practices:**

* Keep the prompt clear and specific
* Include examples of desired responses
* Define boundaries (what not to answer)
* Update regularly based on customer interactions

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**2. Knowledge Base Management**

Add supplementary information to enhance your AI's knowledge:

**Sources:**

* Website URLs (auto-scraped during setup)
* Uploaded documents (PDFs, Word docs)

**Managing Knowledge:**

* Add new information as products/services evolve
* Remove outdated content
* Organize by categories for better retrieval

<figure><img src="broken-reference" alt=""><figcaption></figcaption></figure>

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**3. Agent settings**

| Setting                              | Description                                                                                                      |
| ------------------------------------ | ---------------------------------------------------------------------------------------------------------------- |
| **Session Timeout**                  | Time before conversation ends due to inactivity                                                                  |
| **AI model & Document Intelligence** | Allows user to choose from available LLM model and also you can customise Knowledge base chunking configuration. |
| **AI processing message**            | Message displayed when Ai takes more than 10 sec to respond (you can enable or disable it)                       |
| **AI Image Recognition**             | Allow AI to understand and respond to images? (Available in whatsapp alone)                                      |

<figure><img src="broken-reference" alt=""><figcaption></figcaption></figure>

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**4. Human Handoff**

Configure when and how conversations transfer to human agents: You can use **@assign\_to** system action and select particular team member to escalte conversation to Human

**Human Handoff Triggers:**

* Customer requests to speak with a human
* Complex queries beyond AI scope

**Handoff Message:**

> "I'm connecting you with one of our team members who can better assist you. Please hold on..."

<figure><img src="broken-reference" alt=""><figcaption></figcaption></figure>

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**5. Fallback Configuration**

Define what happens when the AI cannot answer a query:

**Options:**

* **Show Fallback Message**: Display a predefined message
* **Transfer to Human**: Route to a live agent
* **Ask for Clarification**: Request more details from the customer

**Recommended Fallback Message:**

> "I'm not sure I understand. Could you rephrase that, or would you like me to connect you with a team member who can help?"

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#### Best Practices

1. **Start Simple**: Begin with default settings and refine based on real interactions
2. **Monitor Regularly**: Review conversations weekly to identify improvement areas
3. **Update Knowledge**: Keep business information current
4. **Train Your Team**: Ensure human agents understand AI handoff processes
5. **Gather Feedback**: Use customer feedback to improve prompts and responses