Accessing and viewing general settings for AI agents

This article explains how to view and configure general settings for an AI agent.User roledetermines which settings a user has access to. Client admins can access all settings.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise










The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.

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
About AI agent details
About generative AI settings
About token settings
About webhook settings
About email automation settings



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:

AI agent details
Generative AI
Tokens
Webhook







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, you can configure how the AI agent uses generative AI.
Available options depend on the type of AI agent you’re using and when your AI agent was
created.









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
Switches the AI agent to zero-training, no longer requiring intent training.
Used when converting to 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. Used when converting to zero-training. AI agents created after March
4, 2025 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.


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