Conversational Agent Settings, Section by Section
A guide to all eight assistant settings, including knowledge, channels, timing, actions and the How it works summary.
Open AI → Conversational Agents, then edit an assistant. The editor has eight sections. Use this guide to understand what each one controls and which changes need to be saved.
01 Your assistant
Set the internal name and whether the assistant is enabled. Choose its tone, language, response length, greeting and farewell. Describe its job in clear business terms and provide a useful fallback when it cannot help. A template can help you start, but review its instructions before using it.
02 What it knows
Select the knowledge bases the assistant should use. Review the underlying website pages, Q&A and documents in Knowledge Bases. A source that is still learning may not be ready; check its status and test the answer after it finishes.
03 Business & rules
Check business details and the rules for collecting information, handling requests and limiting replies. Keep the business contact details current.
Who it says will follow up only sets the team name the assistant mentions when a customer asks for a person. It does not send a notification to that team. Establish a separate process for handling those requests. Max messages limits how many messages the assistant sends in the conversation; choose a value that fits the task.
04 Where it replies
Choose the connected channels or numbers the assistant can answer. Confirm you are selecting the intended location and channel. Enabling the assistant does not automatically connect every number in the account.
05 When it replies
Review the reply schedule and timing. There are separate delay settings for a new message and for an existing conversation, with units such as seconds, minutes or hours. Check the unit as well as the number, and review any scheduled-reply limit you enable.
06 What it can do
Enable the AI Tools the assistant may use. A tool must be available in the system and enabled for this assistant.
For appointments, select one or more calendars. With multiple calendars, choose Offer any available — don't ask who or Ask who they want first. The first choice combines availability while still allowing a customer to name a person or service.
Enable the actions needed for the task: list providers, check availability, book, find an appointment by phone, change its time, confirm or check confirmation. Find appointment by phone uses the number the appointment was booked with; the customer does not need a six-digit code for this lookup. Changing an appointment also looks it up by phone first.
Record a no / cancellation records the customer's response and stops that confirmation follow-up. Do not assume it deleted the calendar entry. Review the recorded outcome and handle any remaining request.
07 Advanced
Use the advanced instructions when you need more control over the assistant's behavior. Review the available variables, templates and any regenerate option before using them, because they can affect the instructions. Keep manual instructions consistent with the knowledge, selected channels and enabled actions.
08 How it works
Read the plain-language summary and its warnings, such as having no connected channels. It reflects the current form, including edits that may not yet be saved. Return to an editable section and click Save changes to keep the configuration.
Final check
Use Test your Bot for factual questions and requests it should hand off. Check real actions separately: a test that sends an SMS or changes an appointment has a different effect from asking a question. Review the saved setup before enabling it for customers.