Configure how your AI agent responds to visitor questions and when it hands off to a human.
Response Behavior
Configure the AI's behavior in AI Agent -> Behavior. You can set:
- Tone - Professional, friendly, casual, or custom instructions.
- Language - Primary response language (auto-detect supported).
- Confidence Threshold - Minimum confidence level before the AI responds. Lower values mean more AI responses; higher values trigger more human handoffs.
- Fallback Message - What to say when the AI cannot find a relevant answer.
Human Handoff
The AI will automatically transfer the conversation to a human agent when:
- The visitor explicitly asks to speak with a human
- The AI confidence score falls below the threshold
- A team member takes over the conversation manually
Testing
Use the AI Test panel in the dashboard to test queries against your training data before going live. This helps you identify gaps in your knowledge base.