Agent Behavior Settings

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).

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.
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.

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. Click Save to create the profile, or switch to Raw DSL to edit the profile definition as code.

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.

Filter the Approvals tab by source (Workflow or Agent) and type (All, Approvals, Data Entry). Toggle Include completed to view historical approvals alongside pending items.

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. To add a new connection, select +, which opens a dialog window listing supported providers: Kore SmartAssist, Genesys Cloud, Salesforce, ServiceNow, and Five9.	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.

​Behavior Profiles

​Create a Behavior Profile

​Alert Settings

​Agent Transfer

​Session Lifecycle

​Default Routing

​Voice Gateway

​PII Handling

​Agent Assist

Behavior Profiles

Create a Behavior Profile

Alert Settings

Agent Transfer

Session Lifecycle

Default Routing

Voice Gateway

PII Handling

Agent Assist