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.
Accessing Agent Settings
Navigate to AI Agents & Bots in the navbar
Click on your Chat AI Agent
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
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
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Remove outdated content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
3. Agent settings
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)
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..."
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?"
Best Practices
Start Simple: Begin with default settings and refine based on real interactions
Monitor Regularly: Review conversations weekly to identify improvement areas
Update Knowledge: Keep business information current
Train Your Team: Ensure human agents understand AI handoff processes
Gather Feedback: Use customer feedback to improve prompts and responses
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