Accessing AI Agent Settings
To configure the AI Agent:- Navigate to Automation → AI Agent from the sidebar.
- If your organization is on the Free plan, the AI Agent interface will be locked. Upgrade to a paid plan (such as Standard or PAYG) to activate this module.
Configuration Settings
1. Enable / Disable Toggle
A master switch at the top enables or disables the AI Agent. When turned off, all configuration fields below it are disabled and ticket auto-responses are suspended.2. Custom System Instructions
Provide instructions that define the role, scope of support, and directives for the AI model (e.g., “You are a friendly support assistant for Acme Corp. Do not answer questions outside of our product catalog.”).3. Tone of Voice
Select the desired persona for responses:- Professional (default)
- Empathetic
- Friendly
- Concise
4. Confidence Handoff Threshold
Set a percentage threshold (0-100%).- When the AI Agent’s response confidence is at or above this threshold, the reply is automatically approved and sent to the customer.
- When response confidence falls below this threshold, the reply is saved as a private draft, allowing your human agents to review, edit, and approve it before sending.
Cost Controls & Limits
Establish strict limits to control generative model API usage:- Max Messages per Chat: The maximum number of auto-responses the agent will generate within a single ticket or conversation session.
- Max Messages per Month: The total monthly API message budget for your organization. Once reached, the AI Agent suspends generation until the monthly cycle resets.