Agent behavior settings

Agent behavior settings let you configure behavior profiles, alerts, agent transfer, call recording, API and widget data access, attachments, omnichannel support, and governance policies.

Settings	Description
Behavior profiles	Configure overrides for agent speaking, listening, and interaction behavior.
Alert settings	Configure rules that trigger notifications when metrics breach thresholds.
Agent transfer	Manage defaults for transfer sessions, routing, voice gateway, and PII handling.
Recording	Manage call recordings, playback, retention, and compliance.
Public API Access	Configure external API access permissions and integration endpoints.
Public Widget Data	Manage what session and agent data is exposed to widgets.
Attachments	Configure policies for file uploads, storage, and handling in conversations.
Omnichannel	Configure multi‑channel support and unified agent behavior across platforms.
Governance	Define compliance, audit, and administrative oversight policies.

Behavior profiles

The settings on the Behavior Profiles page let you define context-driven overrides for agent conversation behavior. Profiles in addition to any agent baseline when the defined conditions match, but don’t modify the core definition of the agent. Navigation: Project → Settings → Behavior Profiles

Create a behavior profile

Create profile

Selecting this option opens an editor.

Field	Description
Profile Name	A unique identifier for the profile (for example, `voice_support`).
Priority	Numeric priority. Lower values take precedence when multiple profiles match.
WHEN Expression	A boolean expression that determines when this profile activates (for example, `true` for always-on, or a context variable check).

Below the header, the profile editor organizes settings into three behavior sections:

Speaking

Setting	Description
Style	Response style (for example, warm and concise).
Tone	Response tone (for example, reassuring).
Emotion	Emotional register (for example, calm).
Pace	Response pacing (for example, steady).
Language Policy	Language selection policy (Inherit, Fixed, or Detect).
Fixed Language	The language code when Language Policy is Fixed (for example, `en-US`).
Max Sentences	Maximum number of sentences per response.
One Thing at a Time	Whether the agent addresses one topic per turn.
Tool Lead-in	How the agent introduces tool invocations.
Tool Results Style	How the agent presents tool results to the user.
Tool Result Points	Number of key points to extract from tool results.
Internal Handoffs	Behavior when handing off to another agent.
Human Handoffs	Behavior when handing off to a human operator.

Listening

Setting	Description
Barge-In	How the agent handles user interruptions mid-response. Inherit uses the setting configured at a higher level.
On Pause	Behavior when the user pauses mid-utterance. Inherit uses the setting configured at a higher level.
On Overlap	Behavior when the user and the agent speak at the same time. Inherit uses the setting configured at a higher level.
Unclear Audio	How the agent handles unclear or noisy input. Inherit uses the setting configured at a higher level.
Self-Correction	How the agent detects and handles user self-corrections. Inherit uses the setting configured at a higher level.
No-Input Handling	Behavior when the user doesn’t respond within the expected timeout window.

No-input handling configuration

Field	Description
Enabled	Turns no-input handling on or off. Use project default inherits the setting configured at the project level. Learn more.
Mode	Controls how the agent handles no-input retries. Use project default inherits the project-level setting. Dynamic additionally exposes Order, Play Style, Messages, and Generation.
Timeout (ms)	How long the agent waits for user input before treating the turn as no-input. Default: 5000 ms.
Max Retries	Number of times the agent re-prompts the user after a no-input timeout before moving to the exhausted behavior. Default: 3.
On Exhausted	Behavior once Max Retries is reached. Use project default inherits the setting configured at the project level, Hangup ends the conversation, and Custom plays a custom message to the user.
Relaxed Interval (ms)	Timeout duration used for retries after the first, typically longer than the initial timeout to be more lenient. Default: 15000 ms.
Order	The order in which the agent plays no-input messages across retries (for example, Random).
Play Style	How the agent plays a no-input message to the user. Use project default inherits the project-level setting.
Messages	Select + Add message to configure one or more no-input prompts the agent can play to the user.
Generation (Dynamic mode only)	Configures AI-generated no-input messages, as an alternative or a supplement to authored messages: Enabled (turns generated messages on or off, Inherit uses a higher-level setting), Generation Model (model used to generate the message, Runtime default model uses the platform default), Prompt Library Prompt ID (ID of the prompt used, runtime uses its active version), and Max Output Tokens (maximum length of the generated message, default 150).

This is only supported for pipeline voice using KoreVG.

Interaction

Setting	Description
Answer Shape	The structure of responses (for example, direct, exploratory).
Detail	Level of detail in responses.
Initiative	How proactively the agent guides the conversation.
Grounding	How the agent establishes shared understanding.
Clarification	When and how the agent asks clarifying questions.
Max Clarification Questions	Maximum number of clarification questions per turn.
Assume When Low Risk	Whether the agent assumes intent when the risk of misunderstanding is low.
Confirm Parameters	Whether the agent confirms parameters before executing actions.
Confirm Actions	Whether the agent confirms actions before performing them.
Uncertainty	How the agent communicates uncertainty.
Offer Next Steps	Whether the agent proactively suggests next steps.
Empathy	Level of empathetic language in responses.
On Correction	Behavior when the user corrects the agent.
On Confusion	Behavior when the user appears confused.
On Misheard	Behavior when the system misrecognizes audio input.
Repair Attempts	Maximum number of repair attempts before escalation.
Avoid Re-asking	Whether the agent avoids repeating questions already answered.
Remember Constraints	Whether the agent tracks and respects stated constraints across turns.
Closure	How the agent closes a conversation or topic.

Authoring Note: A free-text field for documenting when and why this profile applies. All settings default to Inherit, meaning the agent’s base configuration applies. Override any setting to customize behavior for the profile’s conditions. Select Save to create the profile, or switch to Raw DSL to edit the profile definition as code.

Alert settings

The Alert Settings page defines rules that trigger notifications when project metrics breach a threshold. The runtime evaluates each rule on a fixed cadence and delivers a notification by email or webhook when the condition matches. Navigation: Project → Settings → Alert Settings When the project has no rules yet, the page shows an empty state. Select Create alert rule to open the rule editor, or Browse available metrics to review every metric the evaluator can alert on before you start. Typical uses include containment rate drops, error spikes, latency increases, and sentiment degradation.

Create an alert rule

Select Create alert rule to open the Create alert rule panel. The footer tracks what the rule still needs (for example, Still needed: name, metric, recipients) and keeps Save rule available once you supply those values. Select Cancel to discard the rule.

Field	Description	Default
Rule name (required)	A descriptive name for the rule (for example, LLM latency p95 too high).	Empty
Evaluating	Controls whether the evaluator picks the rule up on its next cycle. Turn it off to keep the rule in the list but paused.	Enabled
Subject	The metric family the rule watches: Agent, LLM, Tool, Voice, or Others. The subject determines which metrics the Metric list offers and whether a scope selector appears.	Agent
Agent (Agent subject only)	Limits the rule to a single agent. Leave it as Any agent (project-wide) to watch the whole project.	Any agent (project-wide)
LLM (LLM subject only)	Limits the rule to a single LLM. Leave it as Any LLM (project-wide) to watch the whole project.	Any LLM (project-wide)
Metric (required)	The metric the rule evaluates. The list reflects the selected subject. Selecting a metric reveals its allowed aggregation and, where supported, a channel filter.	Select a metric
Aggregation	The statistical aggregation applied to the metric within the window (for example, avg, p95, sum). Options depend on the selected metric. Only appears once a metric is selected.	Varies by metric
Channel	Restricts the rule to a specific channel. Only appears when the selected metric supports channel filtering.	Any channel
Condition	The comparison the evaluator applies between the metric value and the threshold (for example, `Less than <`	`Less than <`
Threshold (required)	The value the metric must cross for the rule to fire. Use the stepper controls or enter a value directly. May display a unit suffix tied to the metric (for example, score).	0
Window (required)	How far back the rule looks when it evaluates the metric, in minutes.	10 min
Evaluate every (required)	How often the evaluator runs the rule, in minutes.	10 min
Cooldown (required)	How long the rule stays quiet after it fires, in minutes. Use this to suppress repeat notifications for an ongoing condition.	10 min
Deliver via	The delivery channel for the notification: Email or Webhook.	Email

If Deliver via : Email:

Field	Description	Default
Recipients (required)	Destinations for the notification. Separate email addresses with commas or new lines. Every recipient receives the alert.	Empty

If Deliver via : Webhook:

Field	Description	Default
Webhook URL (required)	Destination URL the platform calls when the rule fires.	Empty
Auth profile	Authentication method for the webhook call: `api_key`, `bearer`, or `basic`.	None (no auth header)

Subject scopes

Subject	What the rule watches	Scope selector
Agent	LLM metrics attributed to agent activity.	Agent, defaulting to all agents in the project.
LLM	LLM metrics across the project, independent of the calling agent.	LLM, defaulting to all LLMs in the project.
Tool	Tool execution volume, failures, and latency from platform events.	None. The rule applies project-wide.
Voice	Voice session, TTS, ASR, and connection metrics from platform events.	None. The rule applies project-wide.
Others	Trace records and conversation sentiment metrics.	None. The rule applies project-wide.

Available metrics

Agent and LLM metrics

The Agent and LLM tabs list the same LLM metrics group. The Agent tab scopes each metric to agent activity, and the LLM tab scopes it to the LLM. All metrics in this group read from the LLM metrics source and support no channel or tool filters.

Metric	Category	Status	Description	Aggregations
LLM latency	Operational	Existing	Per-call latency from the LLM metrics stream.	p95, p99, avg, max, min
LLM cost (window total)	Operational	Existing	Sum of estimated LLM cost over the window.	sum, avg, max, min, p95, p99
Total tokens	Operational	Existing	Tokens consumed over the window.	sum, avg, p95, p99, max, min
LLM error rate	Error	Existing	Share of LLM calls in the window that failed.

Tool metrics

Tool metrics read from the Platform events source. All three support channel filters, channel connection scope, and tool name and type filters.

Metric	Category	Status	Description	Aggregations
Tool execution count	Operational	New	Total completed or failed tool calls in the window.	Fixed expression
Tool error count / rate	Error	New	Failed tool calls. The notification includes failed calls divided by terminal calls.	Fixed expression
Tool latency	Operational	New	Per-call tool execution latency.	p95, p99, avg, max, min

Voice metrics

Voice metrics read from the Platform events source. All support channel filters and channel connection scope, and none support tool name and type filters.

Metric	Category	Status	Description	Aggregations
Voice session errors	Error	New	Voice sessions that ended because of a terminal technical error.	Fixed expression
TTS failure count	Error	New	Text-to-speech operations whose delivery ended in failure.	Fixed expression
Avg ASR confidence	Quality	New	Average confidence from speech recognitions that reported a real score.	Fixed expression
Voice connection latency	Operational	New	Time required to establish a voice gateway session.	p95, p99, avg, max

Other metrics

The Others tab groups trace and sentiment metrics. Trace records

Metric	Category	Status	Description	Aggregations	Filters
Trace duration	Operational	Existing	End-to-end trace duration from `spatial_trace_records`.	p95, p99, avg, max, min	None
Slow trace count	Operational	New	Number of root traces exceeding the configured duration threshold. Takes the `slow_ms` parameter.	Fixed query	None

Conversation sentiment

Metric	Category	Status	Description	Aggregations	Filters
Conversation sentiment	Quality	Existing	Average sentiment across conversations in the window.	avg, min, max, p95	Channel filter
Frustration rate	Quality	Existing	See note	See note	See note

Agent transfer

The Agent Transfer Settings page configures defaults for agent transfer sessions, routing, voice gateway, and PII handling. These settings apply project-wide unless an individual agent or workflow overrides them at runtime. Navigation: Project → Settings → Agent Transfer The page organizes content into three collapsible sections. Select a section header to expand or collapse it. Select Save to apply changes or Reset to restore all values to defaults.

Section	Description
Default Routing	Default connection, queue, priority, and post-agent behavior.
Voice Gateway	Voice gateway provider, SIP transfer method, and SIP or PSTN transfer targets.
PII Handling	PII de-tokenization and detection pattern for transferred messages.

Default routing

Default Routing sets the fallback connection, queue, priority, and post-transfer behavior that the platform uses when an agent initiates a transfer. Individual agents or workflows can override these values at runtime.

Setting	Description	Default
Connection	Agent desktop connection for transfers. Select a configured connection or leave as None (use agent‑level config) to defer to the agent’s own setting. To add a new connection, select +, and select a supported provider from the dialog window.	None (use agent‑level config)
Queue	Default queue ID for routing. The platform routes transferred conversations to this queue unless the agent specifies a different one.	`default`
Priority	Default priority level for transferred conversations. Scale: 0 (lowest) to 10 (highest).	5
Post-Agent Action	What happens after the human agent ends the conversation. Return to bot hands control back to the AI agent. End session terminates the session entirely.	Return to bot

Voice Gateway

Voice Gateway configures transfer behavior for voice channels. These settings determine how the platform hands off calls to the agent desktop over SIP or PSTN.

Setting	Description	Default
Gateway Type	Voice gateway provider. Determines the SIP infrastructure the platform uses for call transfers.	Kore Voice Gateway
Transfer Method	SIP transfer method for voice handoffs. - SIP INVITE - sends a new SIP INVITE to establish a direct call leg with the agent’s endpoint. - SIP REFER - instructs the caller’s endpoint to connect directly to the agent. - SIP BYE (release-link) - ends the platform’s call leg and releases the caller to a call already linked with the agent.	SIP REFER
Header Passthrough	Forward custom SIP headers on outbound call transfers. When off, no custom headers are sent.	Enabled
SIP Transfer Target URI	Project fallback SIP URI used when a call transfer doesn’t provide an explicit SIP target (for example, `sip:agent@example.com`).	Empty
PSTN Transfer Target Number	Phone number in E.164 format (for example, `+14155550123`) dialed when a call transfer uses PSTN. Transferred calls use the provisioned outbound caller ID instead of the original caller’s phone number.	Empty
SIP URI is SmartAssist trunk	Run SmartAssist transcript sync and recording sync after calls transferred to this SIP URI finish.	Disabled
Send Conversation Summary in SIP Header	Includes an AI-generated conversation summary in the User-to-User (UUI) SIP header when transferring voice calls. Contact centers that support the UUI header can display the summary to agents. This setting is disabled by default and does not affect existing configurations until enabled.	Disabled

If SIP settings are also defined in the agent DSL, the runtime resolves the transfer destination using the following priority order: the agent-defined default, then the project setting. If neither is available, the transfer fails. Learn how to define Trusted SIP Transfer Destinations in ABL.

PII handling

PII Handling controls how the platform treats personally identifiable information when transferring a conversation to a human agent.

Setting	Description	Default
De-tokenize Before Transfer	When enabled, the platform replaces PII tokens with their original plaintext values before sending messages to the agent desktop. Treat this as reveal-class access and enable it only for explicitly authorized destinations.	Enabled
Detection Pattern	Regex pattern the platform uses to detect PII tokens in messages. The default pattern matches the `{{pii.*?}}` token format.	`\{\{pii\..*?\}\}`

Enabling De-tokenize Before Transfer exposes raw PII to the agent desktop. Only enable this for destinations where human agents have explicit authorization to view personally identifiable information.

Recording

An account admin must turn on call recording for the workspace (Account → Workspace Settings) before a project admin/developer can turn it on for individual projects. Recording applies only to calls that start after you enable this setting - calls already in progress or completed earlier aren’t captured retroactively.

This differs from the Studio softphone Record call option. The softphone option captures a temporary audio file in the browser for a single test call, which can only be downloaded. It is lost when the popover is closed, does not appear on the session page, and is unaffected by these settings.

Navigation: Project → Settings → Recording

Setting	Description	Default
Enable call recording	Turns call recording on for this project.	Disabled
Override account default	Uses this project’s recording setting instead of the workspace-level recording default. Leave the override option as is.	Disabled
Retention days	Number of days a recording stays available before it’s automatically deleted, unless it’s marked immutable. Accepts 1-2555 days; an empty field is treated as 1 day.	90 days

Click Save changes to apply your settings, or Reset to discard unsaved changes and restore the last saved values. After a call ends, the runtime fetches and stores the finalized audio in the background, so a recording isn’t available immediately. Retention cleanup runs hourly and removes expired recordings automatically unless they’re marked immutable.

You must have the recording:write permission to modify these settings. By default, this permission is assigned to the Admin and Developer system roles. Users with the Tester or Viewer role can view the settings but cannot modify them.
Recording applies only to calls that start after you enable this setting - calls already in progress or completed earlier aren’t captured retroactively.
Changes to the Retention days setting apply only to recordings created after you save the new setting. Existing recordings retain the retention period that was assigned when they were created. For example, reducing the retention period from 90 days to 30 days does not shorten the lifetime of existing recordings.

Recordings appear inside the session they belong to, in a Call Recording panel alongside the rest of that session’s detail and diagnostics. There’s no single list of every recording in a project - open the session you want from Sessions to find its recording. Learn More.

Public API access

The Public API Access page configures which APIs end-users can access when authenticating through their organization’s identity provider (Azure AD, Okta, Google). Navigation: Project → Settings → Public API Access

Query API

Toggle the Query API to allow authenticated end-users to query agents through the public API endpoint. When you enable it, the following configuration fields appear:

Field	Description
Identity Providers (Auth Profiles)	Select one or more OIDC-compatible auth profiles (OAuth 2.0 App or Azure AD). End-users authenticate through their organization’s IdP.
Allowed Email Domains	Comma-separated list of email domains that can authenticate. Leave empty to allow all domains.
Allowed Origins (CORS)	Optional. A comma-separated list of browser origins that are allowed to make API requests. If this field is not specified, the API does not perform origin validation. If one or more origins are configured, origin validation is enforced for all incoming API requests, and requests from origins not included in the list are rejected.
Allowed Redirect URIs (OAuth Flow)	Comma-separated full URIs where OAuth redirect responses can go. Exact match only — no wildcards.

Session token duration

Field	Description	Default
Session Token TTL (seconds)	How long search session tokens remain valid (60–3600 seconds).	900 (15 min)
Per User (req/min)	Maximum API requests per user per minute.	—
Per Project (req/min)	Maximum API requests per project per minute.	—

The Public Widget Data page controls the tables, columns, and SQL constructs that saved widgets can expose through the analytics:read scope. Projects start with sensitive analytics sources blocked, and all SQL constructs beyond a basic single SELECT stay disallowed until you enable them. Click Save policy to apply your changes. Navigation: Project -> Settings -> Public Widget Data

SQL validation

Choose which saved-widget SQL constructs the platform allows for analytics:read queries. DDL and mutation statements remain blocked regardless of these settings.

Setting	Description
SQL comments	Allows saved SQL widgets to include comments in query text.
Multiple SELECT statements	Allows saved SQL widgets to run more than one SELECT, such as set-operation queries.
JOIN clauses	Allows saved SQL widgets to join allowlisted analytics tables.
UNION, INTERSECT, EXCEPT	Allows saved SQL widgets to combine allowlisted analytics queries with set operations.
CTE clauses	Allows saved SQL widgets to use WITH clauses over allowlisted analytics tables.
OR conditions	Allows saved SQL widgets to use OR inside WHERE clauses. The runtime still applies tenant and project scope outside the expression.

Restricted data

The Restricted data section lets you block specific analytics tables and columns from saved widgets. Every project contains a default configuration that restricts a few sensitive sources. You can remove a default restriction or add your own. After updating the restrictions, save the policy. Block a table

Choose a table from the Select a table menu.
Click Block table.

Blocked tables appear as removable tags. Click the delete icon on a tag to lift the restriction. The default blocked tables are:

abl_platform.audit_events
abl_platform.eval_conversations
abl_platform.eval_scores
abl_platform.hallucination_evaluations
abl_platform.knowledge_gap_evaluations
abl_platform.llm_evaluate
abl_platform.search_queries
abl_platform.spatial_trace_records
abl_platform.custom_pipeline_results
abl_platform.workflow_events

Block a column

Choose a scope from the table menu. Select All tables to block the column everywhere it appears, or select a specific table to block it there only.
Choose a column from the Select a column menu.
Click Block column.

Blocked columns appear as removable tags, grouped by name of the table. The following columns are blocked by default across all tables:

attributes
content
conversation_json
evidence
metadata
output
payload
prompt
query_text
trace_events

Attachments

The Attachment Settings page controls how files uploaded during chat sessions are accepted and processed for this project. Navigation: Project → Settings → Attachments General

Setting	Description	Default
Enable Attachments	Allows users to upload files during chat sessions. Disable this setting to prevent file uploads for the project.	Enabled

Upload Limits

Setting	Description	Default
Maximum File Size	Maximum size allowed for a single uploaded file. Files larger than this limit are rejected.	20 MB
Allowed File Types	MIME types that users can upload. You can configure up to 50 MIME types.	Default types listed below.

Default Allowed File Types The following MIME types are allowed by default:

Images: image/jpeg, image/png, image/gif, image/webp
Documents: application/pdf, application/msword, application/vnd.openxmlformats-officedocument.wordprocessingml.document, application/rtf
Spreadsheets: application/vnd.ms-excel, application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
Presentations: application/vnd.ms-powerpoint, application/vnd.openxmlformats-officedocument.presentationml.presentation
OpenDocument formats: application/vnd.oasis.opendocument.text, application/vnd.oasis.opendocument.spreadsheet, application/vnd.oasis.opendocument.presentation
Text formats: text/plain, text/markdown, text/csv, text/tab-separated-values, text/html, application/xml, application/json
Audio: audio/mpeg, audio/wav, audio/webm
Video: video/mp4, video/webm

Processing PII Policy: Determines how the platform handles files containing Personally Identifiable Information after file contents have been extracted.

Redact (Default): Detects and masks PII before the extracted content is indexed or made available to downstream services.
Block: Stops processing the file if PII is detected.
Allow: Processes the file without applying PII detection or redaction.

PII policies are applied only when the platform extracts file contents (Full processing mode). They are not applied in Metadata Only or Skip mode.

Default Processing Mode: Determines how newly uploaded files are processed before they are made available to the agent.

Full (Default): Processes files and extracts content from supported file types. The extracted content is then shared with the models as context. The models receive content as per the file types.
- Images: A resized version of the image is sent directly to the model as Base64. The model analyzes the image itself. No extraction is done by the platform.
- Documents, audio, and video: The platform extracts the content and sends only the extracted text to the model. The raw file is not sent. In case of audio and video files, the transcripts are shared. In this mode, File metadata remains available through the attachment tools. Use this mode when the agent needs to read, search, and reason about uploaded content.
Metadata Only: Stores uploaded files without processing their contents. The model cannot access or understand the contents of the uploaded file. The model gets file metadata (name, size, download url).
Skip: Bypasses the platform’s content extraction pipeline. This mode is only supported for image and pdf files. For supported types, the platform sends the original file directly to the selected LLM provider. Use this mode when you want to use the LLM provider’s native document or vision capabilities instead of the platform’s extraction pipeline.

Supported only when the selected LLM provider and model support native file or vision input.

Points to Note

Images in Full mode are sent directly to the model. Therefore, the selected model must support vision.
Documents, audio, and video in Full mode are converted into text before being sent to the model, allowing any text-capable model to process them.
Metadata Only and Skip do not extract file contents. As a result, PII policies are not applied in these modes.
In Skip mode, direct file transfer is currently supported only for images and PDF files.

Information

Setting	Description	Default
Max Files Per Session	Maximum number of files that can be uploaded during a single chat session. This value is read-only.	100

Omnichannel

The Omnichannel page configures cross-channel session continuity. Navigation: Project → Settings → Omnichannel Omnichannel settings allow users who start a conversation on one channel to continue it on another without losing context. Conversation Recall

Setting	Description	Default
Enable cross-channel recall	Allow sessions to transfer across channels.	Disabled
Maximum messages to recall	Number of messages the platform carries over to the new channel.	20
Maximum age (days)	How old a conversation can be and still qualify for recall.	30

Allowed channels Lists all supported channels (web, voice, sms, whatsapp, email, slack, teams) with toggles for cross-channel recall participation. Identity Requirements

Setting	Description	Default
Require identity verification	Whether the system requires identity verification for cross-channel recall.	Enabled
Minimum identity tier	The minimum identity verification tier required to recall sessions.	2 - Verified

Consent

Setting	Description	Default
Require explicit consent	Whether the user must explicitly consent before cross-channel recall.	Enabled

Live Transcript Sync Configure real-time transcript synchronization settings for cross-channel sessions.

Setting	Description	Default
Enable live sync	Turns on real-time transcript synchronization across channels during an active session.	Disabled
Join mode	Controls how a secondary channel joins an in-progress session (for example, Prompt asks the user for confirmation before joining).	Prompt
Transcript mode	Controls what gets synced to the joining channel (for example, Final Only syncs only finalized messages, not in-progress ones). Only configurable when Enable live sync is on.	Final Only

Recent Continuity Activity Shows operational events generated by cross-channel recall and live session continuity — for example, a session transferring channels or a live sync joining. Select Refresh to reload the list. If no sessions have used continuity features yet, the panel shows an empty state. Click Save Settings to apply changes.

If you see a “Failed to save settings” error, verify that your role has write permissions for project settings.

Governance

The Governance page sets the production approval policy for this project. The policy controls how strictly the platform gates production deployments, so a stricter level requires more sign-off before an agent version can ship. Navigation: Project → Settings → Governance Production approval policy The page shows whether the policy is Inherited (default) or set explicitly for the project, along with the Effective level currently in force and its source (for example, Standard from the platform default). To set an explicit policy, drag the Approval strictness slider to a level, then click Save policy.

Level	Sign-off required
Strict	The strictest gate. Applies more sign-off than Standard before a version can ship.
Standard	Requires approval, security, and eval sign-off. The publisher can approve their own version.
Open	The most permissive gate. Applies less sign-off than Standard.

When you select a level, the page shows that level’s sign-off requirements below the slider. Saving an explicit policy overrides the inherited platform default.

Workspace settings

Project settings

Agent behavior settings

Behavior profiles

Create a behavior profile

Create profile

Speaking

Listening

No-input handling configuration

Alert settings

Create an alert rule

Subject scopes

Available metrics

Agent and LLM metrics

Tool metrics

Voice metrics

Other metrics

Agent transfer

Default routing

Voice Gateway

PII handling

Recording

Public API access

Query API

Public Widget Data

SQL validation

Restricted data

Attachments

Omnichannel

Governance

​Behavior profiles

​Create a behavior profile

​Create profile

​Speaking

​Listening

​No-input handling configuration

​Alert settings

​Create an alert rule

​Subject scopes

​Available metrics

​Agent and LLM metrics

​Tool metrics

​Voice metrics

​Other metrics

​Agent transfer

​Default routing

​Voice Gateway

​PII handling

​Recording

​Public API access

​Query API

​Public Widget Data

​SQL validation

​Restricted data

​Attachments

​Omnichannel

​Governance

Behavior profiles

Create a behavior profile

Create profile

Speaking

Listening

No-input handling configuration

Alert settings

Create an alert rule

Subject scopes

Available metrics

Agent and LLM metrics

Tool metrics

Voice metrics

Other metrics

Agent transfer

Default routing

Voice Gateway

PII handling

Recording

Public API access

Query API

Public Widget Data

SQL validation

Restricted data

Attachments

Omnichannel

Governance