Behavior

The Behavior tab controls how your agent thinks and responds. Open your agent’s Settings page and select Behavior.

The Behavior settings tab with model, tone, scope, and escalation options

Core behavior

Setting	What it does
Agent name	The display name for your agent.
Model	The AI model that powers the agent. Choose from available OpenAI, Anthropic, Meta, Mistral, and Google models. You can switch at any time.
Language	The conversation language the agent uses with visitors.
Temperature	A slider from `0` (precise and consistent) to `1` (creative and varied).
System prompt	Plain-language instructions that define the agent’s personality and behavior.

A temperature of 0.3–0.5 works well for most support and sales agents. Go higher for more open-ended, conversational use cases.

Response tone

A slider sets how formal the agent sounds, from Very Formal through Formal, Neutral, Casual, to Very Casual.

Scope & restrictions

Decide what the agent is allowed to do during a conversation.

Toggle	What it does
Collect contact details	Lets the agent ask for visitor contact info. When on, choose which fields to collect: Name, Email, Phone, and Company.
Allow file uploads	Lets visitors attach files in the chat.
Out-of-scope redirect	Keeps the agent on-topic by steering off-topic questions back to its purpose.

If you enable Collect contact details, make sure your system prompt tells the agent to ask for them — the agent won’t request contact info on its own.

Escalation

Hand a conversation to a human when the agent can’t help.

Setting	Options
Escalate to human after	After 1 failed attempt · After 3 failed attempts · Never · Always available
Escalation channel	Email · None

Next: Goals & outcomes

Define what a successful conversation looks like.

Getting Started

Build Your Agent

Knowledge Base

Deploy Your Agent

Conversations

Analytics & Outcomes

Tools & Integrations

Team & Organization

Billing

Account

Core behavior

Response tone

Scope & restrictions

Escalation

Next: Goals & outcomes

​Core behavior

​Response tone

​Scope & restrictions

​Escalation

Next: Goals & outcomes

Core behavior

Response tone

Scope & restrictions

Escalation