Conversation
If Persona defines who your agent is, Conversation defines how it actually talks — the mechanics of every exchange, from the first message a user sees to the model that generates each reply.
The Five Conversation Sections
From your agent's dashboard, open the sidebar on the left and expand the Conversation menu. You will see five sub-sections:
| Section | What you configure | Description |
|---|---|---|
| Introduction | Welcome message and example questions | Sets the tone before any conversation starts. |
| Chat | Language, formatting, response suggestions, and text-chat quality-of-life features | Controls how the agent's text responses look and behave, and the follow-ups offered after each answer. |
| Voice | Voice call display, voice persona, VAD, and push-to-talk | Configures the realtime spoken-conversation experience that runs alongside text chat. |
| Escalation | Trigger conditions, supervisor routing, and webhooks | Hands a conversation off to a human supervisor when the AI shouldn't decide alone. |
| Model & Context | AI model and context window | Fine-tunes which model answers and how much history it carries. |
Looking for Profile, Behavior, Appearance, or About? Those live under Persona — they define your agent's identity, not its conversational mechanics.