Control how your chatbot responds to visitors: response style, capabilities, and topic boundaries.
How to get there: Go to Setup → AI agent in the top menu → click your chatbot → Behavior section in the sidebar.
Response
Found in Behavior → Response. Controls the general response behavior of your chatbot, such as response length and style preferences.
Capabilities
Found in Behavior → Capabilities. Enable or disable specific abilities for your chatbot, such as:
- Whether the AI can ask clarifying questions
- Whether it can suggest conversation starters mid-chat
- Whether it can use markdown formatting in replies
Topic Limits
Found in Behavior → Topic Limits. Set boundaries on what your chatbot should and shouldn't discuss.
Use this to keep your chatbot focused on your business. For example, you can tell it to only answer questions related to your products and politely decline off-topic requests.
When the AI cannot answer
Found in Behavior → When the AI cannot answer. This controls whether a visitor may leave an email address when the chatbot cannot verify an answer.
- Turn on Ask for an email address if your team reviews these conversations and can reply later.
- In Reply expectation, write only what your team can reliably promise, for example: Our team reviews these requests on weekdays and replies by email.
- When a verified phone number or business email address is available, the chatbot can show those direct contact routes as well.
- This email fallback is not live chat. The chatbot asks for consent before collecting the visitor's email address. If the address is missing, a small email field appears in the chat. After the request is saved, the visitor sees your configured reply and a confirmation below it.
Turn this setting off if nobody monitors and answers the collected requests.
- Instructions — Add custom rules and per-agent instructions
- Workflows — Create multi-step conversation flows
- Live Chat — Configure handoff to human agents
- Lead Flows — Configure the fields and timing for other lead collection