AI Behavior

General

These settings apply to every platform and channel. The Voice and Web tabs add channel-specific behavior on top of them.

Greeting Message

The first message shown when the chat is empty — plain text, no AI involvement. Up to 200 characters.

Initial Message

An AI instruction that triggers an automatic greeting when a new conversation starts, using the live runtime context (for example, “Greet the user by name”). Up to 1000 characters. A toggle disables it entirely, so the AI waits for the user’s first message instead.

Critical Instructions

The highest-priority instructions in the system prompt — they override document content and are always applied. Up to 6000 characters.

Maximum Suggestions (per message)

Caps how many action buttons (navigation + external + tool combined) render under a single AI message. Default 2, range 1–5.

Voice

Additional instructions applied only during voice conversations — tone, verbosity, or behavior specific to spoken interactions. This tab only shows configurable settings when voice is enabled for the project; otherwise it shows a “Voice is not enabled” notice, since there’s nothing to configure. Voice availability itself depends on your plan — see Billing.

• Voice — pick a preset voice from a list, each with a short playable sample. Changes apply on the next voice session.
• Voice Instructions — up to 2000 characters.
• Voice Initial Message — spoken by the AI at the start of a voice session, before the user says anything, and not saved to conversation history. Up to 1000 characters, with its own enable/disable toggle.

For the voice session lifecycle itself (turn-taking, quotas, limitations), see the Voice guide.

Web

Web-only overrides, layered on top of General. These apply only to web (snippet/SDK) sessions — native apps are unaffected. Leaving a field empty makes it inherit its value from the General tab; clearing a field falls back again.

• Web Greeting Message — shown when the web chat is empty. Up to 200 characters. Empty = inherits the general greeting.
• Web Initial Message — overrides the general initial message in web conversations when set. Up to 1000 characters. Empty = inherits the general initial message.
• Web Instructions — additional instructions applied only during web sessions, stacked on top of the general behavior (not a replacement). Up to 2000 characters.

Language

Project language

The assistant’s default language. New conversations open in it, and analysis and generated content use it too. This does not restrict what language visitors may write in — the assistant replies in whatever language the visitor writes in, and keeps that language across ambiguous messages (a short reply like “ok”, an email address, an emoji) that don’t clearly signal a language on their own. If the visitor then clearly switches to a different language, the assistant follows.

The language shown carries a source badge:

Picking a language manually always marks it as “Your choice,” even if you re-select the value that was already there.

Expected languages

An optional list (up to 10) of additional languages to prepare translations for in advance, so you can review them before any visitor sees them. This is not a whitelist — a visitor writing in a language that isn’t listed still gets an answer in that language; its translation is just produced on demand instead of ahead of time.

Translation variations

Per-field, per-language translations of your customer-authored text (greeting message, initial instruction, web greeting, web initial instruction, tool loading messages). Each row shows a state:

Leaving a translation field empty uses the automatic translation; saving an empty value explicitly clears a manual override and restores the automatic one.