Agent Settings
Agent Settings controls the default behavior of one agent.
Agent Settings
Agent Settings controls the default behavior of one agent.
Agent scope only
Branding, team management, billing, and provider keys are organization-level settings. This page is only for one agent's AI, retrieval, escalation, and voice defaults.
Tabs In Agent Settings
| Tab | Purpose |
|---|---|
| AI Settings | Model, prompt, temperature, max tokens, and related generation defaults |
| Voice | Voice enablement and ElevenLabs-related configuration |
| Escalation | Loop handling, sentiment thresholds, and escalation keywords |
| Retrieval | Expansion, hybrid search, reranking, deduplication, and caching |
How To Use This Page
AI Settings
Use this for the agent's baseline text behavior. Keep the prompt focused and operational.
Voice
Use this when your agent supports voice experiences. Pair changes here with testing in Voice Lab.
Escalation
Use this to define when AI should hand off or ask for help sooner.
Retrieval
Use this to control how the system searches and refines source content before generation.
Retrieval Terms In Plain Language
| Setting | What it means |
|---|---|
| Query expansion | Broadens the original user question so retrieval can match close variations |
| Hybrid search | Combines semantic retrieval with keyword-style search |
| Reranking | Reorders candidate results so the strongest chunks appear first |
| Deduplication | Removes repeated or near-identical chunks before the model sees them |
| Caching | Reuses recent retrieval work to reduce repeated lookup cost and latency |
Change This Or Fix Something Else?
Change Agent Settings when the default model behavior is wrong across many conversations.
Use Sources when the knowledge itself is missing or outdated.
Use Skills when the agent needs reusable behavior or instructions across multiple situations.
Use Interceptors when a rule must always win.
Best Practices
- change one major setting group at a time
- test in Playground before relying on production traffic
- use Interceptors for hard rules instead of overloading the prompt
- review Analytics after meaningful changes
Related Docs
Playground
Test answers, retrieval, prompts, and overrides before production.
Interceptors
Rules for escalation, blocking, tagging, and guaranteed replies.
Skills
Attach reusable instructions to agents without overloading the base prompt.
Voice Lab
Test voice sessions, debug tool calls, and manage ElevenLabs sync.