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AI Behavior

While your Knowledge Base provides the facts your AI agent uses to answer questions, the AI Behavior settings dictate how it communicates and when it should hand a conversation over to a human.

You can access these settings by navigating to Agent > Behavior in the sidebar. The settings are divided into three core sections: Personality, Escalation, and Qualification.

1. Personality & Tone

The Personality tab allows you to shape the voice and boundaries of your AI agent.

Tone Selection

Choose a base personality that matches your brand's voice. The available options include:

  • Senior Sales Rep: Direct, confident, and focused on qualifying quickly and moving to a close.
  • Friendly & Casual: Warm, relaxed, and highly conversational. Prioritizes making the lead comfortable.
  • Professional & Warm: Polished, thorough, and consultative, like a good account manager.
  • Consultative Advisor: Asks thoughtful questions to deeply understand the lead's problem before proposing a solution.

Custom Instructions

You can provide plain-English guardrails to strictly guide the AI's behavior.

Example Custom Instructions:

  • "Always recommend our premium plan first."
  • "Never discuss competitor pricing. Pivot the conversation back to our core features."
  • "If asked for a discount, tell them you do not have authorization and escalate to a human."

2. Escalation (Human Handoff)

The AI agent is designed to handle routine inquiries, but some situations require a human touch. The Escalation tab allows you to configure exactly when the AI should stop replying and alert your team.

Escalation Rules

Describe broad scenarios where the AI should wait for human intervention. (e.g., "Escalate when the customer has a complaint, asks for a refund, or explicitly requests to speak to a human.")

Trigger Keywords

Define specific words that instantly trigger a human takeover. If the AI detects any of these keywords in a customer's message, it will immediately pause itself and alert you. (e.g., manager, refund, lawyer, sue)

Max Conversation Length

Set a limit on how many messages the AI can exchange with a single lead in one session. This acts as a failsafe to prevent the AI from going in circles. If the conversation hits this limit without resolving or booking a meeting, it will automatically escalate.

3. Qualification

If you want your AI agent to proactively gather specific information before booking a meeting or handing off a lead, you can enable Qualification.

When enabled, you can define a list of specific questions (e.g., "What is your primary goal for this quarter?", or "What is your budget?"). The AI will naturally weave these questions into the conversation, extract the answers, and save them to the lead's profile.