Set how the AI agent behaves

The AI agent answers your customers in the chat. Here you decide whether it replies, how it replies, and what it should know about your business.

Inboxes → your inbox → AI agent → Behaviour

1. Under Behaviour, turn on AI agent enabled. Turn it off to handle every conversation yourself.
2. Pick a Reply mode:
   • Auto — reply to customers directly: the agent sends its replies itself.
   • Suggest — draft replies for a human to send: the agent writes a draft in the chat, marked AI draft · review before sending, and your team sends it.
3. Set Wait before replying (seconds), from 0 to 120. Customers often send a few short messages in a row. A short wait lets the agent read them all first.
4. Set Context Limit, from 5 to 100: how many recent messages the agent reads before it replies. More gives it a longer memory; fewer keeps replies quick.
5. Open Instructions and write in Agent Behaviour who the agent works for and how it should talk. For example: "We are an online shop for home goods. Orders ship in 2–5 working days. Keep replies short and friendly."
6. Click Save settings.

Good to knowCopy Anchor Link

• The agent reads your instructions in every conversation. A word count under the box shows how long they are. Short, clear instructions work best.
• Keep facts that change often, like prices, stock or promos, in Knowledge rather than in your instructions.
• When the agent can't help, it passes the chat to your team. You choose when in Handoff rules.