Once your instructions and knowledge base are set, configure how the agent behaves in conversation. All settings here live under Settings > AI > Agent Behavior, and most are accessed via the Edit Agent and Unassignment Rules link.
AI Agent Signature
Append a short signature to every message the agent sends. The AI Agent signature is appended to messages sent by the AI Agent. In Supervised Mode, if a teammate edits the draft before sending, the message is treated as a teammate message and follows the normal teammate-send behavior. Common uses:
- A footer that identifies the message as AI-generated (helpful for compliance and customer trust)
- A brand-required closing
- An opt-out reminder
The signature counts toward your response length limit, so keep it short. New agents will start with a default AI Agent signature. You can keep it, shorten it, or replace it with approved brand language.
Response Length Limit
Set the maximum length of any reply, measured in SMS segments.
- 1 segment (160 characters, around 25 words) is the default for SMS-first agents and produces the most readable replies on a phone.
- 2 segments (320 characters, around 50 words) gives the agent more room for multi-part answers.
- Longer limits work for email and chat channels where length matters less.
If signatures are enabled, their text counts against this limit.
Unassignment rules
Unassignment rules tell the agent when to step out and hand the conversation to a human. Every agent should have at least the two defaults:
- Contact explicitly asks to talk to a human
- Contact expresses frustration
Writing custom rules
Custom rules are short natural-language descriptions of what should trigger a handoff. Examples:
- "Contact asks about billing, pricing, subscriptions, invoices, or payments"
- "Contact needs password reset help or is locked out of their account"
- "Contact mentions a specific carrier error code (Twilio, Bandwidth)"
- "Contact asks about VOIP or voice features"
Be specific. "Contact mentions billing" is broader than you might want. "Contact asks about pricing, plan changes, or invoices" is sharper and produces fewer false positives.
After unassigning
When a rule fires, you can configure two follow-up actions:
- Send a re-route message with a template. A short note that tells the contact a human is taking over.
- Assign the chat to a specific team member. If that user is not a member of the inbox, the chat will remain unassigned.
Scheduling (optional)
If your agent should book meetings, connect a Calendly event type. Once configured, the agent can see availability, offer slots, confirm bookings, reschedule, and cancel. If the agent cannot complete a scheduling request, configure an unassignment rule or routing path so a teammate can take over.
Troubleshooting Calendly
If the agent stops booking and unassigns conversations, check the connected Calendly account at calendly.com/app/scheduling/meeting_types/user/me:
- Free trial is still active
- Event type has the required hosts assigned (all members for Collective, at least one for Round Robin)
- Assigned users are active and have connected calendars with available hours
If the config looks right, re-authenticate Calendly under Settings > AI > Agent Behavior > Scheduling.
Next steps
Continue to Article 5: Assign Your Agent and Choose a Mode.