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.
Navigation: Project → Settings → Agent Transfer
The page organizes content into four collapsible sections:
| Section | Description |
|---|
| Session Lifecycle | TTL and concurrency limits for transfer sessions by channel. |
| Default Routing | Default connection, queue, and priority for agent transfers. |
| Voice Gateway | Voice-specific transfer settings for SIP-based handoffs. |
| PII Handling | Control how the system handles PII during transfers. |
Session Lifecycle
| 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). 0 = end with call. | 0 |
| Messaging TTL | Session timeout for messaging channels (minutes). | 0.5 |
Default Routing
Configure the default connection, queue, and priority that the system uses when an agent initiates a transfer. These defaults apply unless the agent or workflow overrides them at runtime.
Voice Gateway
Configure voice-specific transfer settings for SIP-based handoffs, including SIP headers, DTMF relay, and call recording behavior during transfers.
PII Handling
Control how the system handles personally identifiable information during transfers. Configure which PII fields pass through and which the platform masks or redacts when the conversation hands off to a human operator.
Click Save to apply changes or Reset to restore all values to defaults.
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. 
