This article explains how to view and configure general settings for an AI agent. User role determines which settings a user has access to. Client admins can access all settings.
This article contains the following topics:
Accessing the general settings for an AI agent
You can access general settings for an AI agent from the Settings page.
To access general settings for an AI agent
- IIn the AI agents workspace, select the AI agent you want to work with.
-
Click
Settings in the sidebar, then select General.From here, you can view and update the following types of general settings:
About AI agent details
The AI agent details section allows you to control the following for AI agents:
| Setting | Description |
|---|---|
| AI agent name | Name that appears in the AI agent selection drop-down field. |
| Display name | Name that appears in the messaging widget. For messaging AI agents only. |
| Channel | Whether the AI agent is for messaging or email. |
| Industry | Industry applicable to your business. Selection impacts benchmark and industry-related settings. |
| Reply delay (minutes) Email AI agents only |
Amount of time to delay email replies. Recipients are more likely to open a response that doesn’t arrive immediately after the original email. It does not apply to test conversations. It’s recommended to hide pending replies so they’re not mistaken for open tickets. For email AI agents only. |
About generative AI settings
Within the general settings, the Generative AI section indicates the type of AI agent you have: zero-training or agentic AI.
| Setting | Description |
|---|---|
| Activate LLM | Makes generative AI responses available to the AI agent and indicates agreement with terms of service. AI agents created after March 4, 2025 cannot opt out of this selection. |
| Activate zero-training interface | Allows the AI agent to use zero-training. AI agents created after March 4, 2025 cannot opt out of this selection. |
| Use zero-training AI model | Switches the AI agent from using expressions to use cases. AI agents created after March 4, 2025 cannot opt out of this selection. |
| Turn on agentic AI | Allows the AI agent to use agentic AI. This overrides the zero-training settings. AI agents created after April 20, 2026 cannot opt out of this selection. |
About token settings
Tokens provide unique access for API integrations and CRM integrations.
About webhook settings
Webhooks can be used to track AI agent performance. See Setting up real-time alert webhooks for AI agents.
About email automation settings
Email automation settings allow you to configure how many use cases an AI agent can complete during an email conversation with a customer before the automation ends. See Configuring the automation threshold for email AI agents.