Viewing and configuring settings for AI agents

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

This article applies to AI agents - Essential and legacy AI agent functionality.

After you create an AI agent, you can view and configure its settings as needed. AI agent settings include the AI agent's identity, persona, languages, brand, and channels.

You must be an admin to view and configure AI agent settings.

Related articles:

Creating an AI agent to automatically resolve customer issues

Publishing an AI agent to make it live for customers

Customizing the standard responses for an AI agent

To view and update AI agent settings

In Admin Center, click AI in the sidebar, then select AI agents > AI agents.

Click the name of the AI agent you want to view or configure settings for.

Click the Settings tab.

Click one of the following sections to view or update the relevant settings:

Identity: Configure the AI agent’s name or avatar. See Configuring an AI agent's name or avatar.

Persona: Configure the AI agent’s persona, including business profile, tone of voice, and reply length. See Configuring an AI agent's persona to add personality to AI-generated responses.

Language: Configure the default language and enable the AI agent to automatically translate answers to the user's language. See Managing languages and translation support in AI agents.

Brand and channels: Configure the brand for the AI agent (if you support multiple brands), the content sources the AI agent is connected to, and the channels where the AI agent is available. See Configuring an AI agent's brand and channels and Connecting external content sources to an AI agent to power AI-generated answers.

Settings are automatically saved as you make changes in each section, but updates won’t be presented to customers until you publish the AI agent.