AI Agent
AI Configuration
How to configure tone, instructions, knowledge base, and templates for better AI replies.
You can tune AI behavior without changing code.
Where to configure
Go to Settings → AI.
Core areas:
- Persona: tone, company name, brand voice, custom instructions
- Features: auto-triage, draft replies, retrieval, sentiment analysis, similar tickets
- API keys: OpenRouter and direct provider keys
- Cost overview: usage and spend visibility
Recommended configuration order
- Set brand tone and voice description.
- Add strict policy instructions (what never to say/do).
- Verify your knowledge base has current policy/process content.
- Confirm templates for common reply types.
- Start with conservative confidence thresholds and tighten after review.
Writing strong instructions
Good instructions are explicit and testable:
- "Never confirm refunds without manager approval."
- "Escalate legal/privacy requests immediately."
- "Always include next steps and expected timeline."
Avoid vague instructions like "be smart" or "sound better".
Knowledge base and templates
AI quality depends heavily on KB quality.
- Keep articles specific, current, and de-duplicated.
- Prefer short, actionable policy entries.
- Use templates for frequent workflows so AI has stable structure.
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