Chat AI agent
An AI that answers live chat from facts you supply — its persona, its guardrails, when it replies, and when it hands off.
The chat AI agent answers visitors on your behalf. It's configured in Live chat → Settings → AI assistant, and it is deliberately narrow: it answers from knowledge you give it, not from whatever the model happens to believe.
The AI agent is fail-closed. It will not reply to visitors unless the project's audience in Settings → Configuration is set to Business users aged 18+ and visitor AI is enabled on the deployment. If your agent is silent with everything else configured, check this first — it's the usual cause. See AI features.
Identity
| Field | Purpose |
|---|---|
| Name | What the assistant is called, e.g. "Ava" |
| Role or title | Shown to visitors, e.g. "Support" |
| Greeting | Its opening line |
Voice
| Field | Purpose |
|---|---|
| Tone | Friendly, professional, concise, or playful |
| Style note | Free-text guidance on how it should write |
| Reply length | Short, medium, or long |
| Reply in the visitor's language | Answer in whatever language they wrote in |
Knowledge
Business knowledge is the only source of facts the assistant is allowed to rely on. Put your product specifics here: what the plans are, what's included, how refunds work, where the docs live.
Preferred Q&A is a list of question/answer pairs the assistant leans on directly. Use it for the questions you already know arrive every week, where you want the exact wording rather than a paraphrase.
The narrower this is, the better the agent behaves. An assistant with three precise facts is more useful than one given your entire marketing site.
Guardrails
| Setting | Effect |
|---|---|
| Allow sharing links | Whether the assistant may include URLs |
| Topics to avoid and boundaries | Subjects it must not engage with |
| Hand off to a human when unsure | Escalate rather than guess |
| Handoff instruction | What it should say as it hands over |
Turning on handoff-when-unsure is the single highest-value setting here. An assistant that says "let me get someone" is nearly always better than one that invents an answer about your refund policy.
When it replies
| Mode | Behaviour |
|---|---|
| Always | The assistant answers first on every conversation |
| Offline | It only steps in outside your team availability hours |
Offline is the safer default: your team handles conversations during the day, and the assistant covers the night shift rather than getting between a visitor and a human who's right there.
Model
The assistant uses the operator-owned openai/gpt-5.6-luna route through
Vercel AI Gateway. See Model routing.
Reading what it said
AI messages are labelled in the conversation and stored with the model that produced them, so an inbox is auditable after the fact. Read the ones that led to a bad rating — that's where the gaps in your Business knowledge show up.