> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fusiondesk.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure the FusionDesk AI Agent

> Enable the AI Agent, configure system instructions, set confidence handoff thresholds, and establish conversation/monthly budget cost limits.

The **FusionDesk AI Agent** automatically drafts responses or directly resolves incoming customer tickets using RAG (Retrieval-Augmented Generation) context from your Knowledge Base.

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## Accessing AI Agent Settings

To configure the AI Agent:

1. Navigate to **Automation** → **AI Agent** from the sidebar.
2. 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.

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## 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.

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## 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.