Setting Up Your Agent

This guide explains each setting you can adjust for your agent.

Where to find these settings

1. Click Agents in the sidebar
2. Click on your agent
3. Click the Agent Specifications tab

Name

Name

What it is: Your private name for this agent.

Customers never see this. Use it to organize multiple agents.

Good examples:

• "Support Bot - English"
• "Website Sales"
• "After-Hours Helper"

Public Name

What it is: The name customers see in the chat.

This appears at the top of the chat window.

Good examples:

• "Support Assistant"
• "Alex"
• "Customer Care"

Tips:

• Keep it short (1-3 words)
• Make it friendly
• Consider using a human-sounding name

Agent's Role

Choosing a role

Select your agent's role from the Agent's Role dropdown. When you select a role, the Instructions field auto-fills with a template tailored to that role. Look for the Recommended badge next to the best option for your setup.

Customer Support Agent Best for: Answering questions, solving problems, providing help

Sales/Lead Qualification Agent Best for: Qualifying leads, discussing products, capturing contact info

General Assistant Best for: Handling a variety of tasks and general inquiries

Pick the one that best matches what you want your agent to do.

Model

This is the artificial intelligence that powers your agent. TAB gives you access to models from OpenAI, Anthropic, and Mistral, organized into three performance tiers.

Model tiers

Each tier uses a different number of conversation credits per conversation:

Tier	Credits per Conversation	Best for
Flagship	7x Conv.	Complex, high-stakes conversations where accuracy matters most
Premium	3x Conv.	Great all-rounder for most business use cases
Standard	1x Conv.	Fast and efficient for simple FAQ and high-volume chats

Which tiers your plan includes

Your plan decides which tiers you can pick from. Models outside your plan show a lock icon and an "Upgrade plan to unlock" message.

Plan	Tiers available
Free	Standard
Lite	Standard
Starter	Standard, Premium
Growth	Standard, Premium, Flagship

Credit cost follows the tier

Because Free and Lite include Standard models only, every conversation on those plans costs 1 credit. Premium (3x) and Flagship (7x) pricing only applies once you're on Starter or Growth.

Available providers

OpenAI (GPT) The most widely used AI models. Options range from the powerful gpt-5.5 and gpt-5.4 (Flagship) down to the fast, budget-friendly gpt-5.4-mini and gpt-5.4-nano (Standard).

Anthropic (Claude) Known for thoughtful, nuanced responses. Claude models excel at longer conversations and careful reasoning — claude-haiku-4-5 (Standard), claude-sonnet-4-6 (Premium), and claude-opus-4-8 (Flagship).

Mistral Particularly good for multi-language support. Solid quality at competitive conversation credit costs, with a model in each tier.

Which should you choose?

Start with the default - it works well for most businesses. As you learn what your customers need, you can experiment:

• Need maximum accuracy? Try a Flagship model (7 conversation credits/conversation)
• Want a good balance? Premium models give strong quality at moderate cost (3 conversation credits/conversation)
• High volume, simple questions? Standard models are fast and cost-effective (1 conversation credit/conversation)

You can change your model anytime without retraining.

Instructions

This is the most important setting. It tells your agent how to behave. When you select an Agent's Role, this field auto-fills with a tailored template. You can use it as-is or customize it.

tip

Use the Maximize button (top-right of the text area) to expand the editor to full screen for easier editing. Click Reset to revert to the role template.

What to include

Who is the agent? "You are a helpful customer service assistant for [Company Name]."

What should it do? "Your job is to answer questions, help with problems, and provide information about our products."

How should it behave? "Be friendly, patient, and helpful. If you don't know something, be honest about it."

What should it NOT do? "Never make promises you can't keep. Don't discuss competitor products."

Example instructions

You are a friendly support assistant for ABC Company.

Your main goals:
- Answer customer questions about our products
- Help troubleshoot common issues
- Collect contact information when someone needs more help

Always be polite and helpful. If you don't know an answer, offer to connect the customer with our human team.

Never:
- Make promises about delivery dates
- Discuss pricing (refer them to sales)
- Share confidential company information

Tips for writing good instructions

Be specific Instead of "be helpful," say "provide step-by-step answers when explaining how something works."

Use simple language Write like you're explaining to a new employee.

Update over time Watch your agent's conversations and refine instructions based on what works.

Restricted topics

Things you want your agent to refuse to discuss.

How it works

1. List topics separated by commas
2. When a customer asks about these topics, the agent politely declines
3. You can customize what it says when declining

Examples

For a retail business:

competitor pricing, legal advice, employee information

For a healthcare company:

medical diagnoses, prescription recommendations, emergency advice

Restricted Topics' Reply

In the Restricted Topics' Reply field, write a custom message your agent will use when a customer asks about a restricted topic.

Example:

I'm not able to help with that topic. For pricing questions, please contact our sales team at [email protected]. Is there anything else I can help with?

Tone

How your agent communicates.

Friendly

• Uses casual language
• Feels warm and approachable
• May use phrases like "Hey there!" or "Happy to help!"

Best for: Consumer businesses, lifestyle brands, casual environments

Formal

• Uses professional language
• Feels businesslike and polished
• Uses phrases like "Good day" or "Certainly, I can assist with that"

Best for: B2B, finance, healthcare, legal

Examples

Situation	Friendly	Formal
Greeting	"Hey! What can I help you with?"	"Good day. How may I assist you?"
Confirming	"Got it! Let me help with that."	"Understood. I will assist you with that matter."
Closing	"Awesome, glad I could help!"	"I'm pleased I could be of assistance."

Lead Data Collection

Control what contact information your agent tries to capture during conversations.

You can enable collection for:

• All - Collect all contact information
• Name - Customer's name
• Email - Email address
• Phone Number - Phone number

Select any combination that fits your needs.

Saving changes

After making changes:

1. Click Save at the bottom
2. Wait for confirmation
3. Changes take effect immediately

Test after changes

After updating settings, test your agent using the Playground panel on the right side of the agent page to make sure everything works as expected.

Agent capabilities

Beyond these settings, your agent automatically has several built-in capabilities:

• Knowledge lookup - Searches your training content to find relevant answers
• Contact capture - Saves customer contact information to your Customers section automatically
• Escalation to a human - When your agent can't resolve something, it offers to hand the conversation to your team and marks it as escalated

If you connect a Shopify store, your agent can also search products, check stock, manage the cart, and take return or cancellation requests. See What Are Agents? for more details.

Next steps

• Test your agent - Try it out
• Train with more content - Make it smarter
• Add to your website - Go live