Agent behavior settings configure context-driven overrides, alerting, human handoff, and real-time agent assistance.
Behavior Profiles
The Behavior Profiles page lets you define context-driven overrides for agent conversation behavior. Profiles layer on top of any agent baseline when their conditions match, without modifying the core agent definition.
Navigation: Project → Settings → Behavior Profiles
Create a Behavior Profile
Click Create Profile to open the structured editor. The profile header includes the following fields:
| 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). |
| 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. |
| Setting | Description |
|---|
| Barge-In | How the agent handles user interruptions mid-response. |
| On Pause | Behavior when the user pauses mid-utterance. |
| On Overlap | Behavior when user and agent speak simultaneously. |
| Unclear Audio | How the agent handles unclear or noisy input. |
| Self-Correction | How the agent detects and handles user self-corrections. |
| 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. |
Alert Settings
The Alerts page serves as an inbox for workflow approvals and proactive notifications.
Navigation: Project → Settings → Alert Settings
Tabs
| Tab | Purpose |
|---|
| Approvals | Review and act on pending workflow and agent approvals, data entry requests, and completed items. |
| Alert Rules | Configure rules that trigger proactive notifications based on system events or thresholds. |
The Approvals tab requires the human_task:read permission. If your role lacks this permission, the system displays a “Forbidden: missing required permission” message.
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 four collapsible sections. Click a section header to expand or collapse it. Click Save to apply changes or Reset to restore all values to defaults.
| Section | Description |
|---|
| Session Lifecycle | TTL and concurrency limits for transfer sessions by channel. |
| Default Routing | Default connection, queue, priority, and post-agent behavior. |
| Voice Gateway | Voice gateway provider, SIP transfer method, and call recording. |
| PII Handling | PII de-tokenization and detection pattern for transferred messages. |
Session Lifecycle
Session Lifecycle controls how long transfer sessions stay open on each channel and how many sessions a single contact can hold at the same time.
| Setting | Description | Default |
|---|
| Chat TTL | Session timeout for chat channels (minutes). | 0.5 |
| Email TTL | Session timeout for email channels (minutes). | 4 |
| Voice TTL | Session timeout for voice channels (minutes). Set to 0 to end the session when the call ends. | 0 |
| Messaging TTL | Session timeout for messaging channels (minutes). | 0.5 |
| Campaign TTL | Session timeout for campaign channels (minutes). | 1 |
| Max Concurrent | Maximum concurrent transfer sessions per contact. Limits how many simultaneous transfers a single user can have open. | 1 |
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. Click + to add a new connection inline. | 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 SIP-level transfer behavior for voice channels. These settings determine how the platform hands off calls to the agent desktop.
| 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 REFER instructs the caller’s endpoint to connect directly to the agent. | SIP REFER |
| Header Passthrough | When enabled, the platform passes SIP headers through to the agent desktop. Turn this on if the agent desktop needs caller metadata from SIP headers. | Enabled |
| Recording | When enabled, the platform records the call during the transfer session. | Disabled |
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.
Agent Assist
The Agent Assist page manages Agent Assist connections for this project.
Navigation: Project → Settings → Agent Assist
Project Settings: The Enable Agent Assist for this project toggle controls whether Agent Assist is active for this project. When enabled, human agents receive AI-powered suggestions, knowledge lookups, and response drafts in real time. When disabled, Agent Assist is unavailable for all sessions in the project.
Connections
Click Add connection to configure a new Agent Assist integration with endpoint and authentication credentials. 
