Overview
The Configuration tab controls how your agent behaves and looks. A live preview sits beside the settings, updating as you type, so you can see your changes before visitors do.
Configuration is one of four tabs on each agent: Conversations, Analytics, Configuration, and Knowledge Base. Documents are managed on the Knowledge Base tab. See Adding Documents to Your Agent’s Knowledge Base.
Before you start
You need at least one agent. If you have none, the Agents page shows Build Your First Agent instead. See Managing Your Agents.
How to open agent configuration
Select Agents in the left sidebar, under External Agents.
Select the agent you want to configure.
Select the Configuration tab.
If you have more than one agent, use the agent selector beside the tabs to switch without going back to the Agents page.
What you can configure
The panel is a set of collapsible sections. Opening one closes the others.
Basic information
Field | What it sets |
Agent name | The name visitors see. Up to 100 characters |
Personality style | Professional, Friendly, Direct, or Creative |
Response style | Concise, Balanced, or Detailed |
Messages
Three standing messages, each up to 500 characters. Select Generate Message beside any of them for a suggestion based on your agent’s name, personality, and response style.
Field | When visitors see it |
Welcome message | When they open the chat |
Fallback message | When your agent does not understand a question |
Offline message | When your agent is unavailable |
Font style
The typography used in the chat widget.
Colors
Field | What it sets |
Font color | Text inside the widget |
Background color | The widget background |
Border color | The widget border |
Brand color | Buttons and interactive elements |
Widget settings
Widget position places the chat widget on your website, either Bottom right or Bottom left.
Business hours
The hours your agent counts as available. Outside them, visitors get your offline message.
AI auto-tagging
Rules that tag incoming conversations automatically, based on what the conversation is about.
Saving changes
Select Save at the bottom of the panel. A Saved confirmation appears briefly underneath.
Name, personality, response style, messages, colors, and fonts all take effect on your live agent as soon as you save.
Other actions on this page
Control | What it does |
Publish | Appears beside the tabs while the agent is unpublished. Makes it reachable by visitors and changes its status from Draft to Live |
Website | Opens the Website Builder for this agent’s hosted page |
Embed | Opens the embed code. See Embed Your Agent on Your Website |
Delete Agent | Permanently deletes the agent and all its conversations, contacts, and documents |
Back to agents | Returns to the Agents page |
Letting your assistant suggest changes
Your assistant can review an agent’s setup for you. Open Home and select Improve my agent. It tells you what could be better and, where it can, prepares an Agent Config card listing exactly which fields would change. Nothing changes until you approve it. See How the Assistant’s Approval Cards Work.
Troubleshooting
Changes are not saving. Confirm which agent you are editing. Its name appears beside the tabs. If saving still fails, reload the page and try again.
My changes went to the wrong agent. Each agent has its own configuration. Check the name beside the tabs before saving, and use the agent selector to switch.
The agent on my website does not reflect my updates. Changes apply server-side as soon as you save. If your embedded widget still shows old content, clear your browser cache or hard-refresh the page where the widget is installed. Embedded scripts can be cached by your browser or CDN for a short period.
The embed code shows “Unable to load embed code”. Select Try Again. If it keeps failing, reload the page and open it again.