You can view settings for advanced AI agents on the AI agents setting page. The page contains general settings, along with tabs for other advanced AI agents settings.
Accessing the advanced AI agents settings page
The settings for advanced AI agents are contained in several tabs on the AI agents settings page.
To access the AI agents settings page
-
In AI agents - Advanced, click
Settings in the sidebar.The AI agent settings page opens with the general settings displayed.
- View and edit the General settings as needed.
- Click any of the tabs to view those settings, including:
- Languages. See Managing languages for expression-based AI agents.
- Events and actions. See About actions for advanced AI agents.
- Operating hours. See Setting operating hours for advanced AI agents.
- Advanced settings. See Managing advanced settings for advanced AI agents.
- Change log.
About the general settings for advanced AI agents
The advanced AI agents settings page includes the following general settings.
| Setting | Description |
|---|---|
| AI agent name | Name that appears in the search bar. |
| Display name | Name that appears in the chat window, unless otherwise determined by your CRM provider. |
| Channel | Either chat or ticket. |
| Industry | Industry your business fits into. Your selection impacts benchmark and industry-related settings. |
| AI agent type |
One of the following:
|
| Confidence threshold for language detection | Threshold the AI agent uses as the minimal confidence to use the detected language. It should be at least 15%. For predictions below the threshold, the AI agent uses its default language. |
| Confidence threshold for default messages |
Default confidence for recognizing intents. If the message received falls below this threshold, the default reply is triggered for chats and ticket automation. No action will be taken. For chat, start at 60% and adjust based on your needs. For tickets, consider 80-85% as a starting point. See About confidence thresholds. |
| Reply delay |
Amount of time to delay ticket replies. The recommended delay time is 15 minutes. You can delay replies up to 720 minutes. This setting is available for tickets only. Test widget conversations are not affected by delays. When you add a reply delay, you gain access to reply delay events in AI agent actions that you can use to add tags and internal notes to issues with delayed replies. It's a good idea to hide tickets from agents while the delay timer is active and a reply is scheduled. See About actions for advanced AI agents. |