Behavior and handoff

The Behavior tab decides how an agent conducts itself: how much of the conversation it remembers, when it should stop and fetch a person, when it should file a conversation into a folder, and what it is trying to achieve. It has four groups.

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Conversation memory

Controls how much of the past conversation the agent reads before replying. More history means better continuity but higher cost per message.

Short support exchanges rarely need more than the recent messages. Turn on Summarize older messages when customers come back over days and expect the agent to remember what happened — a long-running sales thread, or a complaint that’s been through several rounds.

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Hand off to a human

Rules that pause the AI and bring a human into the conversation.

There are three independent triggers, and you can use any combination.

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Pause when the customer says…

A list of phrases. Type one and press Enter (or a comma), or click Add. Each phrase becomes a chip you can remove.

Case-insensitive. If the customer’s message contains any of these phrases, the AI pauses and a human is notified.

This is the blunt, reliable trigger. Good candidates: speak to a human, agent, manager, cancel my account, complaint, legal. Match how your customers actually write — including the languages they write in.

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Let the agent escalate on its own

When on, the AI can decide to hand off to a human itself (e.g. when it’s unsure or the customer is upset).

Turn this on when your conversations vary too much to cover with a phrase list. The agent judges for itself when it is out of its depth.

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Pause when the AI is unsure

Switch this on and you get a confidence threshold between 0 and 1, defaulting to 0.5.

Confidence threshold from 0 to 1. If the AI’s confidence drops below this, it pauses for a human. Leave off to disable.

A higher number makes the agent more cautious and hands off more often. A lower number lets it push on through uncertainty. Start at the default and move it only after you’ve read a batch of real handoffs and decided there were too many or too few.

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File into folders

Let the AI move conversations into the right inbox folder as it works.

When on, the AI can move a conversation into one of your inbox folders once it understands what it’s about — for example filing a billing question into Billing without a rule or a person having to move it there first. Off by default. Turning it on reveals a Filing rules list — one row per rule, each pairing a free-text condition with a folder, for example: + Add rule adds a row, both sides edit inline, and a row can be removed at any time. Folder is a dropdown of your workspace’s real, non-system folders, so a rule can never point at one that doesn’t exist. These rules tell the agent when to file and where — you no longer need to spell out a filing policy in the agent’s prompt. If a rule’s folder is later deleted, its row shows “(deleted folder)” and is skipped until you pick a new folder or remove the rule. When no rule matches, the agent falls back to its own judgment and only files when the fit is obvious. Filing is independent of the other sections on this tab, so combine it with escalation or a team transfer as needed:

• It doesn’t stop the AI replying. Filing a conversation and escalating it to a human are two separate things — an agent can file the conversation into the right folder and still hand off to a person afterwards.
• It doesn’t compete with a transfer to a teammate. An agent on a team can file the conversation and still transfer it to a colleague in the same conversation.

If the folder the agent picks has an agent bound to it, that agent takes over automatically on the customer’s next message — the same binding behaviour as any other conversation landing in that folder.

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Objective

Give the agent a concrete goal to collect structured information from the customer and act on it at the end.

An objective turns an open conversation into a job with a finish line: gather these fields, then do something. Use it for lead capture, ticket intake, booking details, or any hand-off where the next person needs facts rather than a transcript.

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Next steps