AI Configuration

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Fine-tune AI behavior including confidence thresholds, auto-resolution, personality, and escalation rules. These settings directly control live AI behavior.

Accessing AI Configuration

  1. Go to Settings in the sidebar
  2. Click the Account Settings tab (admin only)
  3. Find the AI Configuration card

You'll see a warning banner: "These settings directly control live AI behavior"

Current Status Overview

A summary panel shows your current settings:

Metric Description
Confidence Current threshold percentage
Auto-Resolve Enabled or Disabled
Max Attempts Number of AI attempts before escalation
Personality Current personality mode

Configuration Options

Confidence Threshold

Controls when AI handles conversations vs. escalates to humans.

  • Range: 50% to 100%
  • Slider control: Drag to adjust
  • Lower values: AI handles more conversations but with less certainty
  • Higher values: AI is more selective, escalates more often

Recommendation: Start at 75% and adjust based on performance.

Auto-Resolution

Allows AI to automatically close conversations when confident.

  • Toggle: Switch on or off
  • When enabled: AI marks conversations as resolved when it's confident the issue is addressed
  • When disabled: All conversations require human review to close

Maximum AI Attempts

How many times AI can attempt to resolve before escalating.

  • Input: Number field (1-10)
  • Example: If set to 3, AI will try 3 responses before escalating to human
  • Default: 3 attempts

Inactivity Escalation

Escalate if customer stops responding.

  1. Toggle Inactivity Escalation on
  2. Set hours: "Escalate after __ hours of inactivity"
  3. Range: 1-72 hours
  4. Default: 4 hours

This prevents conversations from going stale.

AI Personality

Choose how the AI communicates:

Personality Style
Friendly Warm, conversational with emojis
Professional Courteous and efficient
Concise Direct and to-the-point

Blacklisted Topics

Topics AI should never attempt to handle (always escalates):

  1. Enter a topic in the input field (e.g., "refunds", "legal issues")
  2. Press Enter or click the + button
  3. Topics appear as removable badges
  4. Click X on a badge to remove it

Examples: refunds, legal issues, complaints, cancellations

Saving Configuration

Click Save Configuration at the bottom of the card.

Best Practices

  1. Start conservative: Higher confidence, fewer attempts
  2. Add blacklisted topics proactively: List sensitive topics upfront
  3. Match personality to brand: Professional for B2B, Friendly for consumer
  4. Enable inactivity escalation: Prevents forgotten conversations