Conversation
Field-by-field reference for the Conversation group in the agent sidebar: how the agent opens, responds, speaks, hands off, and thinks. For step-by-step walkthroughs, see Shape the Conversation.
| Page | What it covers |
|---|---|
| Introduction | Welcome message, variables and conditions, example messages, and where the introduction is placed. |
| Chat | Response formatting, language and dictation, chat controls, and conversation history. |
| Voice | Voice calls: conversation style, voice screen, on-screen content, voice and listening, turn-taking. |
| Escalation | Handing a conversation to a human: trigger conditions, supervisors, webhook, and the escalation queue. |
| Personalization | What the agent remembers about each person: memory fields, budget, and the person's own controls. |
| Model & Context | Conversation AI model, attachments, and how much context is carried between turns. |