Chat Agent Advanced Settings

Open your chat agent and select the Advanced Settings tab. Panels are listed in a left sidebar; the page opens on Inactivity Follow-up, and the active panel syncs to the URL so you can share a link straight to it. Two things about how editing works here:

Changes auto-save into your draft. Almost every panel saves as you type — there’s no panel-level Save button (dialogs like Add Testimonial or Add Field have their own Save; the Customize modal in the Feedback panel is the one that saves manually). Note that testimonial content lives in a team-level library and saves immediately — only the agent’s selection of testimonials is draft-gated. You need the draft edit lock (Start Editing) to change anything; viewing a historical version is read-only. Auto-saved changes still only affect the live agent once you publish — see Publishing and Versioning.
Some panels only appear for some agents. Visibility depends on the agent’s channel and engine:

Panel	Appears when
Feedback, Daily Report (in Others), Domain Allowed List (in Security)	Website channel only
Social Feedback	Messenger, Zalo OA, TikTok, or LinkedIn channel
Schedule Meeting, Contact Collection, Message Approval	Single Prompt engine only — Conversational Flow agents configure these per node instead (Flow Node Features)

The guiding principle, as with voice agents: defaults are sensible — change a setting when you observe the specific problem it solves. Each section below tells you what that problem looks like.

Inactivity Follow-up

When a customer goes quiet, the agent generates a follow-up message after a timeout instead of letting the thread die. Off by default; turn it on for sales and lead-capture agents where a stalled conversation is a lost lead.

Setting	Default	When to change
Inactivity Timeout (seconds)	300 (minimum 30)	Five minutes suits support chats where people step away. Shorten toward 120–180 for high-intent sales chats where momentum matters. Don’t go below 60 — you’ll nag people who are still typing or reading your last answer.
Instructions	”Generate a follow-up message when the customer is inactive. The message should be friendly and offer assistance. Consider the conversation context when generating the follow-up.”	Required when enabled. This is an LLM instruction, not fixed text — the agent writes a context-aware message from it. Make it specific to your funnel: “If they were mid-checkout, offer to answer questions about pricing; otherwise ask if they’d like a summary emailed.”

Human Escalation

Two cards: when to hand off, and what the bot says while the human is on the way. This is the configuration side of escalation — for how your team actually receives and works escalated threads, see Human Takeover. Human Agent Escalation — a master switch plus one textarea:

Setting	Default	When to change
Escalation Criteria	A three-bullet starter: “Escalate to human when customers: ask to speak with a human; express frustration or anger; have complex issues requiring human help”	Always rewrite this. The default catches the universal cases, but the escalations that hurt are product-specific: name your failure modes — “asks about a refund over $200”, “reports the widget not loading”, “mentions a competitor’s quote”. Vague criteria produce both missed escalations and a bot that gives up too easily.

The escalation criteria don’t have to cover everything — when you need to escalate in other cases, your prompt or tools can call the escalate_to_human tool directly.

Auto-Reply Messages — what customers see between escalation and a human’s first reply:

Setting	Default	When to change
Waiting in Queue Message	Empty — no auto-reply is sent until you set one	Sent when the customer messages after escalation, while the thread waits for agent assignment. Set it — silence after “let me connect you to a human” reads as being abandoned. The placeholder is a good starting point: “Please wait, our agent will be with you as soon as possible.” Set expectations honestly — if your team replies within business hours only, say so here.
Agent Joined Message	Empty — no auto-reply is sent until you set one	Sent after an agent is assigned but before their first reply. The placeholder text works for most teams: “Please wait a moment, our agent has joined and will respond shortly.”

Testimonials

A team-level library of customer testimonials the agent can surface in the chat widget. Click Add to open the Add New Testimonial dialog: Client Name and Avatar Image are required; Client Title, Testimonial text, Business Description, Post URL, and Company Logo are optional. Curate a handful of strong, relevant ones rather than dumping every review — the agent references the testimonials you select here.

Tools

The agent’s tool registry: custom API-call tools you define plus preset tools. This is where you give the agent abilities beyond text — checking order status, creating tickets, hitting your backend.

Message Bundles

Manage reusable bundles of messages for this agent. Worth a look once your agent sends the same multi-message sequences repeatedly.

Webhook

One field: a URL that receives real-time notifications about chat interactions. Must be http/https; leave it empty if you don’t need it. Set it when your own systems need to react to conversations as they happen rather than polling.

Analysis & Summary

Three cards controlling what happens after a conversation: the model that analyzes it, the summary it writes, and the structured fields it extracts. The output of all three lands in the conversation analysis panel. Analysis Model — the model that runs post-conversation analysis. This is separate from the conversational model that talks to customers (see Choosing an LLM Model).

Setting	Default	When to change
Provider	openai	Rarely.
Model	o4-mini	The default is a good cost/quality balance for analysis. Consider a stronger model only if extracted fields keep coming back wrong on genuinely complex conversations.
Reasoning effort	medium	Shown for reasoning models. Raise for nuanced classification; lower to cut analysis cost on simple, high-volume chats.

Summary Generation Prompt — customizes how conversation summaries are written. It ships with a long templated default (including a {language} placeholder) and a Reset to Default button, disabled while you’re already on the default. Edit it when summaries consistently miss what your team scans for — e.g., “always state the customer’s request in the first sentence and end with the resolution status.” Analyze Fields Configuration — structured data extracted from every conversation. Each field has:

Field	Notes
Name (required)	Name them like variables — `customerName`, `orderNumber` — since they become data keys downstream, not display labels.
Type (required)	Text, Number, or Boolean (default Text). Use Boolean for yes/no facts (“mentioned a competitor”) — they’re far easier to filter on than free text.
Description (required)	Written for the analysis model. Be precise about what qualifies: “The order number the customer is asking about, digits only. Leave empty if none mentioned.”
Format (optional)	A format hint like `YYYY-MM-DD` — set it for dates and anything you’ll pipe into another system.

Conversation Categories

Define categories the agent uses to classify each conversation — one name plus a description per category, editable inline. A locked default category Unknown (“Not one of the above categories”) always exists and can’t be renamed or deleted; every other category needs both a name and a description. Write descriptions as decision rules, not labels — “Billing: questions about invoices, charges, or payment methods” — because the description is what the classifier actually reads. Keep the list short and mutually exclusive; overlapping categories produce noisy reports.

Notification

Alerts your team when a condition you describe is met in a conversation. Off by default. When enabled, four things are required: the trigger description, a Title, a channel, and valid recipients.

Setting	Default	When to change
When would you like to send a notification?	Empty (required)	Write the trigger like an instruction to a colleague: “If a customer asks for sales information, notify the team.” One condition per agent works best — a laundry list of triggers fires constantly and gets ignored.
Channel	Email	Email always works. Slack appears only if the Slack app is installed — otherwise you’ll see an install prompt linking to the Apps page.
Title	Empty (required)	The subject line your team sees. Make it scannable: “Sales inquiry — website bot”.
Recipients (Email)	Empty	Add at least one email, and/or use Also send to contact to pick a contact field holding an email — useful for routing the alert to an account owner stored on the contact.
Slack Integration / Channel ID (Slack)	—	Select the integration and paste the channel ID (e.g. `C01234ABCDE`).

Feedback

Website channel only.

Two independent switches:

Message Feedback — when enabled, users see thumbs up/down buttons on chatbot messages. Cheap signal; turn it on unless your widget design forbids it.
Conversation Feedback — lets users rate the overall conversation when the chat ends. When enabled, choose when the prompt appears (Show feedback when user: — Click on ⭐, the default, or Close conversation), and use the Customize modal to rewrite every string: thank-you message, the question text (“Please rate your experience”), input placeholder, skip/submit button labels, success message, the five rating labels (Very Dissatisfied through Very Satisfied), and the low-rating follow-up (“Thanks for your feedback! What could be improved?”). This modal is the one place on the tab that saves manually — click save before closing it.

Messenger, Zalo OA, TikTok, and LinkedIn channels only.

Automated feedback collection with a follow-up when the rating comes back low.

Setting	Default	When to change
Rating Threshold	3 (range 1–5)	The follow-up is sent when the rating is at or below this. Lower it to 2 if you only want to chase genuinely unhappy customers; 3 also catches the lukewarm middle.
Follow-up Message	”We’re sorry to hear that. Could you tell us more about what went wrong?”	Keep it open-ended — a yes/no question here wastes the one reply you’ll get.
Response Wait Time (minutes)	10 (minimum 1)	How long a reply still counts as feedback. After the window, a response starts a new conversation instead. Raise it for channels where people reply slowly (LinkedIn); keep it tight for live-feeling channels.
Thank You Message (After Feedback)	“Thank you for your feedback! This helps us improve our service.”	Fine as-is.
Thank You Message (High Ratings)	“Thank you for your positive feedback! We’re glad we could help you.”	Sent for 4–5 star ratings if not empty. Clear it if you’d rather stay silent on high ratings.

Bridge Configuration

Technical settings for embedding the chat widget inside a native mobile app: a boot timeout and boot-message requirement, the iOS/Android handler function names (default chatboxTriggerToApp) and callback (appTriggerToChatbox), optional JWT authentication with an RS256 public key, and event mappings that turn external app events into chat messages. If you’re not shipping the widget inside a native app, skip this panel entirely; if you are, your mobile developers set these values, not the agent builder.

Security

Domain Allowed List (website channel only) — controls which domains can embed and use your chatbot widget. Empty means all domains are allowed. Two matching modes, and the distinction bites: example.com is an exact match — it allows example.com and nothing else; *.example.com allows sub.example.com but not example.com itself. To cover both the apex and subdomains, add both entries. Lock this down before launch on the website channel — an unrestricted widget can be embedded (and its message budget burned) by anyone. Message Limit — when the limit is reached, the bot stops responding in that thread:

Setting	Default	When to change
Max User Messages Per Thread	50 (range 1–500)	A cost and abuse cap. 50 is generous for support; drop it for public-facing marketing bots where long threads are almost always abuse or aimless chatter. Raise it only for genuinely long workflows.
Limit Banner Text	”You’ve reached the maximum number of messages for this conversation. Please start a new chat.”	Match your brand voice; keep the instruction to start a new chat.
Limit Input Placeholder	”Message limit reached. Please start a new chat.”	Shown in the disabled input box.

Schedule Meeting

Single Prompt engine only — Conversational Flow agents use a booking node instead (Flow Node Features).

A switch plus a Calendar App selector that lets the agent book meetings mid-conversation. The full booking setup — connecting a calendar, availability, event types — is covered in Scheduling and Booking.

Contact Collection

Single Prompt engine only — Conversational Flow agents use Contact Collection nodes instead (Flow Node Features).

Collects contact information and syncs it to your CRM. When enabled, at least one field is required.

Setting	Default	When to change
Sync contact to	—	Multi-select of installed apps with contact-sync capability (you’ll see Install App if none are connected). Connect the CRM first — collected contacts with nowhere to go help nobody.
How do you want to collect contact information?	Ask Questions	Ask Questions collects details naturally through conversation — better completion rates, feels less like a gate. Show Form displays a form — pick it when you need structured, validated input up front (compliance, precise formats).
Form Title / Submit Button Label / Success Message	”Contact Information” / “Submit” / “Thank you! We’ve received your information.”	Form mode only.
Fields	—	Each field has a name, type, label/question, required flag, description, and validation rules (min/max length, regex, error message). Field choices come from the standard contact fields plus your team’s custom fields. Ask for the minimum you need — every required field costs completions.

Message Approval

Single Prompt engine only.

Holds outgoing messages for human approval before they’re sent — for quality and compliance review of what the agent says at runtime. This is not the publish approval workflow. That feature gates publishing a draft agent version; this one gates individual messages the live agent wants to send. You can use either or both.

Setting	Default	When to change
Approval Requirement	Require approval for all outgoing messages	The strict mode — right for regulated industries or a brand-new agent you don’t trust yet. Switch to Require approval only for campaign messages once organic replies have earned autonomy but bulk outreach still needs a human check.
Connection Request Approval	Off	Requires approval before sending connection requests to new leads. Turn on for LinkedIn-style outreach where a bad connection request burns the lead permanently.
Slack Channel ID (Optional)	Empty	Route approval requests to a Slack channel. If Slack isn’t installed, an alert points you to Apps settings. Without a Slack channel, expect slower approvals — messages wait on someone checking the app.

Others

AI Response Settings

Setting	Default	When to change
AI Generation Delay (seconds)	5 (range 0–1000)	How long the agent waits before generating a response. The default gives customers a beat to finish a multi-message thought — reply too fast and you answer half a question. Lower toward 2–3 for snappy website support; raise on messaging channels where people habitually send four short messages in a row.

Automated Messages

Setting	Default	When to change
Farewell Message	Off	Sent when conversations end actively. Text is required when on — e.g. “Thank you for chatting with us!”. Turn on to close threads politely instead of silently.
Pending Timeout	Off	Sent when pending conversations time out. Text is required when on — e.g. “We haven’t heard from you. Closing soon…”. Gives customers a warning before the thread closes on them.

On Zalo OA and Messenger channels, each of these has a Feedback Button sub-switch that attaches a feedback prompt to the message. Daily Report (website channel only) — an Auto-generate Reports switch that tracks daily performance metrics. See Daily Reports for what the report contains.

A configuration pass that works

Escalation first. Rewrite the Escalation Criteria with your product’s real failure modes, and set both Auto-Reply Messages. A bot that fails gracefully buys you time to tune everything else.
Analysis fields next. Define your Analyze Fields and Conversation Categories before launch — you can’t retroactively extract structured data from conversations analyzed without them.
Wire up Notification. One specific trigger, a scannable title, the right channel. This is how you find out what’s happening without reading every thread.
Then limits and security. Set the Domain Allowed List (website), sanity-check the Message Limit, and decide whether this agent needs Message Approval while it earns trust.
Leave the rest at defaults until a real conversation shows you the problem a setting solves.

What’s Next

Human Takeover — how your team receives and works the conversations this tab escalates.
Conversation Analysis Panel — where your summary, analyze fields, and categories show up.

Getting Started

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Voice Agents

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Channels

Campaigns

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Evaluations

Inbox & Operations

History & Analytics

Integrations

Administration

Chat Agent Advanced Settings

Inactivity Follow-up

Human Escalation

Testimonials

Tools

Message Bundles

Webhook

Analysis & Summary

Conversation Categories

Notification

Feedback

Bridge Configuration

Security

Schedule Meeting

Contact Collection

Message Approval

Others

A configuration pass that works

What’s Next

​Inactivity Follow-up

​Human Escalation

​Testimonials

​Tools

​Message Bundles

​Webhook

​Analysis & Summary

​Conversation Categories

​Notification

​Feedback

​Social Feedback

​Bridge Configuration

​Security

​Schedule Meeting

​Contact Collection

​Message Approval

​Others

​A configuration pass that works

​What’s Next

Inactivity Follow-up

Human Escalation

Testimonials

Tools

Message Bundles

Webhook

Analysis & Summary

Conversation Categories

Notification

Feedback

Social Feedback

Bridge Configuration

Security

Schedule Meeting

Contact Collection

Message Approval

Others

A configuration pass that works

What’s Next