Configure agent settings

Agent settings control how your agent behaves, what model it uses, how it remembers conversations, and how it appears in the web widget.

Open an agent from Agents, then select Agent Settings.

#Core profile

Configure:

• Agent Name: visible internally and in some widget contexts.
• AI Model: choose a model based on cost, speed, and reasoning needs.
• System Instructions: the most important behavior control for the agent.

Good system instructions explain:

• The agent role.
• The tone.
• What the agent may and may not do.
• When to search knowledge.
• When to use modules.
• When to escalate to a human.

#Templates

Use Choose Template when you want a starting prompt for a common role. Templates are available for support, sales, real estate, healthcare, restaurant, education, HR, insurance, and other use cases.

After selecting a template, edit it to match your actual business rules.

#Memory retention

Enable Memory Retention when the agent should use prior turns in a session to keep context.

Use memory for:

• Multi-step support conversations.
• Lead qualification.
• Appointment booking.
• Order help.

Keep it off for agents that should treat every message independently.

#Timezone and language

Set:

• Agent Timezone for scheduling and time-aware responses.
• Default Language for fallback communication.
• Multilingual Knowledge Search when users may ask in one language while source documents are in another.

Timezone matters for appointments, availability, and “today/tomorrow” responses.

#Escalation message

Use Escalation Message for situations where the agent pauses or reaches maximum verification attempts.

Good escalation copy:

• Explains what happened.
• Avoids blame.
• Tells the user what happens next.

Example:

I need a team member to review this request. I have saved the context and will route this to support.

#Playground-side widget settings

In the Playground sidebar, configure:

• Welcome Message
• Suggested Questions
• Auto-open behavior
• Theme color
• Launcher text
• Company logo

Suggested questions can be plain text or direct module actions when the Orders module is enabled.

#Save changes

The agent header shows Save Changes when settings are modified. Save before testing or publishing.

#Related guides

• Create your first agent
• Knowledge grounding basics
• Testing, sessions, and traces