Configure and test your AI

Prerequisites

Use a business account with AI configuration permission. The available personas and customization options depend on the plan and the configuration returned for your business.

Configure the global agent

1. Open Config → AI Configuration and enter edit mode.
2. In AI Persona & Name, choose an allowed persona and set the name. Adjust personality traits only where the current interface exposes them.
3. In Conversation Categories, add useful categories for your incoming work, such as sales questions or service requests. Save and check the stored categories.
4. In Knowledge Base, upload current business documents and wait for processing to finish.
5. In Test AI Responses, ask representative customer questions and compare responses with your source material.
6. Save changes and retest a real connected channel with a controlled customer account.

Global settings versus channel controls

The persona and knowledge are business configuration. Channel AI access lists are separate: WhatsApp and Email expose access controls in their own settings. Review whether whitelist or blacklist controls are enabled and whether your test identifier is included or blocked. Do not assume phone-number rules apply to an email address.

Email also has draft/auto-send and retention settings. A conversation currently handled by a human is a different state from global AI configuration. See human handoff.

Current UI boundaries

The current AI stepper hides Advanced Settings. Do not look for custom system-prompt or response-language controls there based on older instructions. Plan-locked settings and channel availability must be checked in your workspace.

Expected result and troubleshooting

Saved settings reload correctly and test responses use the intended business information. If a channel does not answer, check connection, AI access, current handler, channel settings, and usage before rewriting the knowledge file.