AI agent
Shape how it sounds, and where it stops
The agent has a name, a tone and languages you choose. More importantly it has edges — the things it will not say, and the moment it stops trying and fetches a person.
A persona you set
Name, tone, and the languages it replies in — or let it answer in whatever language the customer wrote in.
Guardrails
Topics it must refuse and instructions it always follows, written in plain language rather than configuration.
Handoff rules
Hand over when the customer asks for a person, when they sound frustrated, or when the answer is not in your sources. Each is a switch.
Follow-ups
When a conversation is waiting on the customer, the agent can check back once — in their language — rather than letting it go stale.
Draft and publish
Persona and guardrail edits stage as a draft. Customers keep seeing the live version until you publish, so nothing changes underneath a running conversation.
Pause it
One control stops the agent answering on every channel, and new conversations wait for a person.
Set the edges before you set it loose
Test the persona in a sandbox against your real knowledge, then publish when it sounds like you.