Configure agent behavior
Where to configure
All of these options are found in Agent Settings > Agent > Messages.
Response style
The Response style field defines the length of the agent’s replies:
- Concise: Short and direct replies, straight to the point.
- Detailed: Longer replies with explanations and additional context.
For channels like WhatsApp, where messages tend to be quick, the concise style works best. For email, a detailed style may be more appropriate.
Emoji usage
Control how often the agent uses emojis in its replies:
Message splitting
The Message splitting field controls whether the agent sends its entire reply in a single message or breaks it into several shorter messages. The value ranges from 0 to 5:
- 0: The reply is sent as a single message.
- 5: The reply is split into the maximum number of messages possible.
Splitting messages does not affect cost. It is simply a matter of style: short, separate messages look more like how a real person writes in a chat.
Fallback message
The Fallback message is the text the agent sends when it cannot generate an appropriate reply. For example:
“I could not process your message. Could you rephrase it?”
Customize this message to match the tone of your business.
Response policy
The response policy lets you define clear rules about when the agent should or should not reply:
Reply only when
In the Reply only when field, describe the situations in which you want the agent to reply. If you leave it empty, the agent will reply to all messages.
Example: “The customer asks about reservations or has a question about the service”
Do not reply when
In the Do not reply when field, describe the situations in which the agent should ignore the message and not reply.
Example: “The message is a complaint or the customer asks to speak with a human”
You can also set a specific response policy for each individual conversation. If a conversation has its own policy, it will take priority over the general settings.
