Accessing and viewing settings for advanced AI agents




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AI agents - Advanced






This article explains how to view and configure settings for an advanced AI agent on the
Settings page. User role determines which settings a user has access
to. Client admins can access all settings.
This article covers the following topics:
Accessing the advanced AI agents settings
page
About the general settings
About the generative AI settings




Accessing the advanced AI agents settings page

The AI agent settings page opens on General settings. Tabs provide access to other types of
settings.
To access the AI agents settings page



In AI agents - Advanced, in the top-right corner, use the AI agent drop-down field to
select the AI agent you want to access the settings for.
In the left sidebar, click
Settings. The AI agent settings page opens with the general settings
displayed.

View and edit the General settings as needed. See About the general settings.

Click each tab to access these other settings:

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

The General settings page allows you to control the following for advanced 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.


Organization
Which organization the AI agent is for.


Channel
Whether the AI agent is for messaging or email.


Industry
Industry applicable to your business. Selection impacts benchmark and
industry-related settings.


Confidence threshold for language detection
For expression-based AI agents only. Confidence level required for the AI
agent to automatically use the detected language. Below the threshold, the AI agent
uses the default language.


Confidence threshold for default messages
For expression-based AI agents only. Confidence level required to recognize
an intent. If a message falls below this
threshold, the AI agent uses the default reply and takes no action. For guidance
in threshold setting, see About confidence thresholds.


Reply delay (minutes)
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.


Generative AI
Settings relating to generative AI and large language model (LLM) activation.
Options differ between AI agents that use expressions, zero-training, and agentic
AI. See About the generative AI
settings for details.


Tokens
Unique access token provided during CRM integration.


Webhook
Can be used to track AI agent performance. See Setting up real-time alert webhooks for advanced AI
agents.








About the 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 (expression-based,
zero-training, or agentic) 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.







