​
Agent Capabilities and Configuration

​
Overview

Agent capabilities define what your AI agent can do and how it behaves in conversations. These features can be enabled, disabled, and customized to match your business needs.

​
Core Capabilities

​
1. Handover to Humans

Purpose: Allow agent to transfer conversations to human operators when needed Configuration Options:
  • Enable/disable toggle
  • Custom handover instructions
  • Trigger conditions for handover
Use Cases:
  • Customer requests to speak with a human
  • Complex issues beyond agent’s capability
  • Sensitive situations requiring human touch
  • Escalated complaints or concerns
Best Practices:
  • Provide clear, specific handover instructions
  • Define exact scenarios when handover should occur
  • Ensure human operators are available and trained
  • Test handover triggers thoroughly

​
2. Chat Guard

Purpose: Protect against inappropriate content and manipulation attempts Configuration Options:
  • Simple enable/disable toggle
Use Cases:
  • Prevent manipulation attempts
  • Maintain conversation integrity
  • Block inappropriate content
  • Ensure agent stays aligned with its purpose
Benefits:
  • Protects brand reputation
  • Maintains professional interactions
  • Prevents agent from being misused

​
3. Follow-up Messages

Purpose: Automatically send follow-up messages to re-engage customers Configuration Options:
  • Enable/disable toggle
  • Number of follow-ups (1-5)
  • Follow-up timing intervals (hours/days)
  • Custom follow-up instructions
Use Cases:
  • Re-engage customers who haven’t responded
  • Remind about abandoned carts
  • Check on customer satisfaction
  • Provide additional assistance
Timing Options:
  • Hours: 1-23

​
4. Auto-Close Conversations

Purpose: Automatically close inactive conversations Configuration Options:
  • Enable/disable toggle
  • Custom auto-close instructions
  • Timing conditions
Use Cases:
  • Clean up conversation queue
  • Manage workload efficiently
  • Close resolved conversations
  • Maintain organized inbox
Best Practices:
  • Set appropriate timing (not too aggressive)
  • Provide clear closing message
  • Allow customers to reopen if needed

​
5. Unsubscribe Handling

Purpose: Allow customers to opt out of communications Configuration Options:
  • Simple enable/disable toggle
Use Cases:
  • Compliance with messaging regulations
  • Respect customer preferences
  • Reduce spam complaints
  • Maintain good sender reputation
Legal Compliance:
  • Required in many jurisdictions
  • Helps maintain GDPR compliance
  • Reduces legal risks

​
E-commerce Integration

​
Product Recommendations

Purpose: Suggest relevant products to customers Configuration:
  • Enable/disable toggle
  • Requires connected product catalog
Features:
  • AI-powered product suggestions
  • Based on customer queries and preferences
  • Integrates with existing product database

​
Checkout Functionality

Purpose: Process orders directly through chat Configuration:
  • Enable/disable toggle
  • Requires payment system integration
Features:
  • Complete purchase process in chat
  • Secure payment handling
  • Order confirmation and tracking

​
Order Tracking

Purpose: Provide order status updates Configuration:
  • Enable/disable toggle
  • Requires order management system connection
Features:
  • Real-time order status
  • Shipping updates
  • Delivery notifications

​
Advanced Settings

​
Response Delay

Purpose: Add human-like delays to agent responses Configuration:
  • Enable/disable toggle
  • Delay range (lower and upper bounds in seconds)
  • Default range: 14-34 seconds
Benefits:
  • More natural conversation flow
  • Reduces appearance of automation
  • Improves customer experience

​
Message Splitting

Purpose: Break down long messages into smaller parts Configuration:
  • Enable/disable toggle
Benefits:
  • Improved readability on mobile devices
  • Better message delivery rates
  • Enhanced user experience

​
Customer Information

Purpose: Include customer details in conversations Configuration:
  • Enable/disable toggle
Features:
  • Access to customer history
  • Personalized interactions
  • Context-aware responses

​
Media Support

Purpose: Allow sending and receiving media files Configuration:
  • Enable/disable toggle
Supported Media Types:
  • Images (JPG, PNG, GIF)
  • Documents (PDF, DOC, DOCX)
  • Audio files
  • Video files (limited)

​
Response Evaluator

Purpose: Monitor and improve response quality Configuration:
  • Enable/disable toggle
  • Target quality score (0.0-1.0)
  • Maximum evaluation retries
  • Handover after max retries
Features:
  • Automatic response quality assessment
  • Continuous improvement
  • Performance monitoring
  • Quality threshold enforcement

​
Notification Settings

​
Email Notifications

Configuration Options:
  • Enable/disable toggle
  • Recipient email addresses
  • New conversation assignment alerts
Notification Types:
  • New conversations
  • Handover events
  • Error alerts
  • Performance reports

​
Slack Notifications

Configuration Options:
  • Enable/disable toggle
  • Slack webhook URL
Setup Requirements:
  • Valid Slack workspace
  • Webhook URL configuration
  • Proper permissions

​
Configuration Best Practices

​
Starting Configuration

  1. Begin with basics: Enable core capabilities first
  2. Test individually: Verify each capability works correctly
  3. Monitor performance: Track metrics after enabling features
  4. Iterate gradually: Add advanced features over time

​
Performance Optimization

  1. Monitor metrics regularly: Track conversation success rates
  2. Adjust based on data: Modify settings based on performance
  3. Customer feedback: Use feedback to improve configurations
  4. Regular reviews: Periodically review and update settings

​
Common Configuration Mistakes

  1. Too many capabilities at once: Can overwhelm the system
  2. Conflicting settings: Some capabilities may interfere with each other
  3. Unclear instructions: Vague configuration can lead to poor performance
  4. Not testing changes: Always test after configuration changes

​
Troubleshooting Capability Issues

​
Capability Not Working

Check:
  1. Is the capability properly enabled?
  2. Are required fields configured?
  3. Are there conflicting settings?
  4. Is the agent connected to required services?

​
Poor Performance

Review:
  1. Capability configuration settings
  2. Agent instructions clarity
  3. Connected knowledge collections
  4. Integration requirements

​
Configuration Won’t Save

Verify:
  1. All required fields are completed
  2. Valid values in all configuration fields
  3. User has appropriate permission
  4. Network connectivity is stable