Configure AI settings

AI settings help you customize:

• response behavior

• creativity

• token limits

• AI-generated replies

• support workflows

These settings affect how your AI Agent communicates with customers across your connected channels.

Open the AI settings

To configure AI settings:

1. Open your AI Agent workspace

2. Go to Settings

3. Open AI Model

Inside this section, you can manage the core AI behavior settings.

Configure Max Tokens

The Max Tokens setting controls how long AI responses can be.

Higher values usually allow:

• longer answers

• more detailed explanations

• larger context handling

Lower values usually:

• create shorter responses

• improve response speed

• reduce usage

Most support workflows work best with balanced response lengths.

Configure Creativity

The Creativity slider controls how predictable or creative the AI responses are.

Lower creativity:

• more grounded responses

• more consistent answers

• safer support behavior

Higher creativity:

• more conversational responses

• more variation in wording

• more flexible answers

For customer support workflows, lower creativity is usually recommended.

Choose the right balance

Different businesses may require different AI behavior.

For example:

• ecommerce stores may prefer concise and fast answers

• onboarding assistants may require more detailed explanations

• sales assistants may use slightly more conversational responses

Testing different settings helps optimize the customer experience.

Use AI settings with your content

AI settings work together with:

• synced websites

• uploaded files

• snippets

• internal articles

• custom instructions

The AI combines:

• your knowledge sources

• your instructions

• your AI settings

to generate responses.

Test your AI behavior

After updating your settings:

1. Open the Playground

2. Start test conversations

3. Review response quality

4. Adjust settings if needed

Testing helps identify the best balance between:

• response quality

• speed

• consistency

Improve settings over time

Most teams refine AI settings gradually based on:

• customer conversations

• support workflows

• AI quality reviews

• business requirements

Small adjustments can noticeably improve AI performance.

Best practices for AI settings

For most support workflows:

• keep creativity relatively low

• avoid extremely long responses

• prioritize clarity and consistency

• test common customer questions regularly

Reliable support experiences usually perform better than overly creative conversations.

Next steps

• Choose the right AI model

• Configure conversation starters

• Enable Human Handoff