AI agent settings explained
Every AI agent setting in plain words, including confidence, daily limit, undo window, tone, sign-off, house rules and the hand-off tag, with the defaults.
Last updated 2 min read
The AI Agent page has a handful of settings. Each one changes how the AI writes or when it is allowed to send. This page explains them all, with their defaults.
Before you start
- Who can do this: owners and admins. Agents and viewers see the settings read-only ("Only admins can change the AI Agent.").
- Plan: all plans.
Step by step
- Open AI Agent.
- Change the settings below. The page shows Unsaved changes until you save.
- Press Save changes.
What happens next
The new settings apply to the next customer message. Every save is recorded in the audit log.
How it answers
| Setting | What it does | Default |
|---|---|---|
| On or off | Nothing is answered or drafted automatically when off | Off |
| Mode | Copilot drafts notes; Autopilot may send | Copilot |
| Channels | Email, Live chat, Contact form | Email and Live chat |
| Topics it may answer alone | Autopilot only | Order status, Sizing advice, Product question, Stock and restock |
Safety
| Setting | What it does | Default |
|---|---|---|
| Send only when at least this sure | Below this, it hands over | 85% |
| Daily limit | Automatic replies per day (UTC), 1 to 2,000 | 100 |
| Undo window | Send at once, 30 seconds, 1, 2 or 5 minutes | 1 minute |
"An upset customer, a legal or safety claim, or anything it cannot check in your data always goes to a person."
Voice
| Setting | What it does | Default |
|---|---|---|
| Tone | Warm, professional or playful | Warm |
| Signs replies as | A sign-off name, up to 80 characters | None |
| Tag when it hands over | Added on hand-over in Autopilot | AI - Needs agent |
| House rules | Plain-language rules, one per line, up to 2,000 characters | None |
Order #1042 · $94.00Topics the AI recognises
Sizing advice, Size exchange, Order status, Delivery delay, Delivered not received, Damaged item, Wrong item, Return or refund, Cancel or change order, Address change, Product question, Stock and restock, Discount code and Thank-you message.
Tips
- Change one setting at a time and watch the activity log for a few days.
- Put policies in help articles and house rules both; the AI reads both.
- Keep the undo window above zero in Autopilot. "Send at once" removes your chance to stop a reply.
Troubleshooting
"Only admins can change the AI Agent"
Ask an owner or admin.
"Pick at least one channel"
An enabled agent needs at least one channel.
"Check the AI Agent settings"
A value is outside its range. Check house rules, sign-off and tag lengths.
Frequently asked questions
What confidence should I set for the AI agent?
Start with the default, 85 percent. Higher values mean fewer automatic replies but fewer mistakes; lower values send more but risk weaker answers. The slider runs from 50 to 99 percent. Watch the activity log for replies handed over as not sure enough, and adjust slowly.
What is the daily limit for the AI agent?
The most automatic replies the AI may send in one day, counted in UTC. The default is 100 and you can set anything from 1 to 2,000. When the limit is reached, the AI keeps writing draft notes but stops sending until the next day.
What should I write in house rules?
Plain-language rules the AI must follow, one per line, up to 2,000 characters. For example Never promise a delivery date, UK returns are free within 30 days, or For sizing, ask which bra they wear now. Rules about your policies work best when your help articles say the same.
What is the hand-off tag for?
It is the tag the AI adds when it hands a ticket to a person in Autopilot, by default AI - Needs agent. Build a shared view on that tag so your team sees every handed-over ticket in one place. You can rename it, up to 60 characters.
Can the AI sign its replies with a name?
Yes. Fill in Signs replies as, for example Muse, customer care, up to 80 characters. Leave it empty for no sign-off. A clear AI name is honest with customers and still feels personal, and the tone setting decides how warm the wording is.
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Related articles
- Turn on the AI agentSwitch on the Hushdesk AI agent in Copilot mode so it drafts a reply for every new customer message, then move to Autopilot for safe topics later.
- Copilot or Autopilot - which AI mode to useCopilot drafts answers for your team to send; Autopilot sends answers itself for allowed topics. See exactly when Autopilot sends and when it hands over.
- How the AI stays accurate and safeThe checks behind every AI draft and answer. Grounded in your data, blocked when it invents links or amounts, and handed to a person when in doubt.
- AI limits and monthly AI capsHow many AI answers each plan includes, what counts toward the cap, what happens at 80 % and at the limit, and the separate daily limit you set.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.