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
- Customer requests to speak with a human
- Complex issues beyond agent’s capability
- Sensitive situations requiring human touch
- Escalated complaints or concerns
- 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
- Prevent manipulation attempts
- Maintain conversation integrity
- Block inappropriate content
- Ensure agent stays aligned with its purpose
- 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
- Re-engage customers who haven’t responded
- Remind about abandoned carts
- Check on customer satisfaction
- Provide additional assistance
- Hours: 1-23
4. Auto-Close Conversations
Purpose: Automatically close inactive conversations Configuration Options:- Enable/disable toggle
- Custom auto-close instructions
- Timing conditions
- Clean up conversation queue
- Manage workload efficiently
- Close resolved conversations
- Maintain organized inbox
- 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
- Compliance with messaging regulations
- Respect customer preferences
- Reduce spam complaints
- Maintain good sender reputation
- 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
- 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
- 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
- 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
- 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
- Improved readability on mobile devices
- Better message delivery rates
- Enhanced user experience
Customer Information
Purpose: Include customer details in conversations Configuration:- Enable/disable toggle
- Access to customer history
- Personalized interactions
- Context-aware responses
Media Support
Purpose: Allow sending and receiving media files Configuration:- Enable/disable toggle
- 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
- 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
- New conversations
- Handover events
- Error alerts
- Performance reports
Slack Notifications
Configuration Options:- Enable/disable toggle
- Slack webhook URL
- Valid Slack workspace
- Webhook URL configuration
- Proper permissions
Configuration Best Practices
Starting Configuration
- Begin with basics: Enable core capabilities first
- Test individually: Verify each capability works correctly
- Monitor performance: Track metrics after enabling features
- Iterate gradually: Add advanced features over time
Performance Optimization
- Monitor metrics regularly: Track conversation success rates
- Adjust based on data: Modify settings based on performance
- Customer feedback: Use feedback to improve configurations
- Regular reviews: Periodically review and update settings
Common Configuration Mistakes
- Too many capabilities at once: Can overwhelm the system
- Conflicting settings: Some capabilities may interfere with each other
- Unclear instructions: Vague configuration can lead to poor performance
- Not testing changes: Always test after configuration changes
Troubleshooting Capability Issues
Capability Not Working
Check:- Is the capability properly enabled?
- Are required fields configured?
- Are there conflicting settings?
- Is the agent connected to required services?
Poor Performance
Review:- Capability configuration settings
- Agent instructions clarity
- Connected knowledge collections
- Integration requirements
Configuration Won’t Save
Verify:- All required fields are completed
- Valid values in all configuration fields
- User has appropriate permission
- Network connectivity is stable