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Support AI settings

Support AI settings

Support AI settings live in two places, and knowing which does what avoids confusion.

AI Assistant (Settings → AI Assistant)

The primary page for AI behavior:

  • Enable toggle for AI support.

  • Support agent selection — which configured agent persona handles conversations.

  • When a message comes in — Reply directly / Add internal note.

  • Confidence threshold.

  • Handoff after follow-up limit.

  • Escalation messages (Default / Team busy / After hours).

  • Guidance — per-agent instructions.

  • Configure routing & assignment — link to handoff destination settings.

AI Assistant settings page

See Support AI assistant configuration for agents and guidance.

Chat Widget page (Settings → Chat Widget)

The Chat Widget page contains the widget-side AI surface — an AI Assistant card that reflects the current mode ("Reply directly", "Add internal note", or "Off") with a Configure link to the AI Assistant page. The full AI behavior configuration lives on the AI Assistant page; the widget page keeps a summary and shortcut so widget tuning doesn't hunt for it.

What is not on these pages

  • Where AI answers come from — knowledge sources are managed in Settings → Knowledge (see Linking knowledge sources).

  • Where handoffs land — destination and assignment live in Settings → Inboxes & Routing → Routing & Assignment.

  • Identity capture and appearance — Chat Widget page sections unrelated to AI.

Quick reference

Setting

Page

Controls

Enable AI

AI Assistant

Master on/off for AI support.

Response mode

AI Assistant

Reply directly vs. internal note.

Confidence

AI Assistant

Threshold for answering vs. handoff.

Handoff after

AI Assistant

Same-issue follow-up limit (1–10).

Escalation messages

AI Assistant

Customer-facing handoff copy.

Guidance

AI Assistant

Agent persona instructions.

Talk to Human button

AI Assistant

Whether visitors can request a person.

Knowledge sources

Knowledge

What the AI can cite and answer from.

Handoff destination

Inboxes & Routing

Where escalated conversations go.

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