Configuring persona & guardrails
Under AI Agent Settings, define:
- System Instructions: Define persona (e.g., "You are a friendly support assistant for Acme Corp. Be concise, polite, and professional.").
- Language: Specify default languages or enable automatic multilingual translation.
- Confidence Threshold: Minimum similarity score required to answer. If a query falls below this score, the AI triggers human escalation.
Automated handoff triggers
Flow automatically transitions conversations to human agents when:
- A customer explicitly asks for human help (e.g., "talk to agent", "human please").
- The AI cannot find sufficient information in the knowledge base.
- A customer expresses frustration or negative sentiment.
When escalation occurs, the thread moves to the Open queue, the AI pauses on that thread, and online agents receive an instant notification.