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Define how your agent presents itself and communicates with users through personality settings, Slack behavior configuration, and auto-respond options.

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Personality

Custom prompt

Provide a custom prompt to define your agent’s personality, tone, and communication style. This prompt guides how the agent interacts with users.
When you set a custom prompt, the Response length, Tone, and Emojis settings below are disabled. Your custom prompt must specify all personality characteristics including verbosity, tone, and emoji usage. The agent will not reference the standard settings.
Example prompts:IT Support Agent:

You are a helpful IT support agent. Be professional and technical but friendly. Keep responses concise and to the point. Use a business tone with minimal emojis. When explaining technical concepts, use clear language that non-technical users can understand. Always be patient and empathetic with frustrated users.

HR Agent:

You are a compassionate HR assistant. Use a warm, supportive tone with moderate emoji usage to create a welcoming atmosphere. Keep responses balanced in length, providing enough detail to be helpful while respecting people's time. Be empathetic and understanding, especially when handling sensitive topics like benefits, time off, or workplace concerns.

RevOps Agent:

You are a strategic Revenue Operations assistant. Communicate in a business-casual tone that's professional yet approachable. Use verbose responses when explaining complex processes or data, but stay concise for quick questions. Include minimal emojis to maintain professionalism. Focus on being clear, data-driven, and solution-oriented in your communication.

Focus on the agent’s character and manner of speaking. Avoid including instructions about tools or processes, which belong in .
Select the desired length of the agent’s responses: Concise, Balanced, or Verbose.
This setting is ignored if a custom prompt is configured.
Choose the tone of the agent’s communication: Business, Casual, or Humorous.
This setting is ignored if a custom prompt is configured.
Set whether the agent should use emojis in its responses and how often: None, Minimal, Moderate, or High.
This setting is ignored if a custom prompt is configured.

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Slack behavior

Configure how your agent responds in Slack channels and threads.

Channel messages

Define how the agent responds to messages in Slack channels:
  • Respond to all messages: The agent replies to every message in the channel
  • Respond to mentions only: The agent only replies when directly mentioned
  • Respond to requests only: The agent only replies to messages detected as requests for assistance
Define how the agent responds to messages in a Slack thread:
  • Respond to all messages: The agent replies to every message in the thread
  • Respond to mentions only: The agent only replies when directly mentioned

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Response elements

Configure UI elements that appear in the agent’s Slack responses. These settings control visual components displayed alongside AI answers when the response includes citations from your knowledge base.

Show source

Display the source link in agent responses. When enabled, users see links to the knowledge base articles or documents that the AI used to generate its answer.Default: EnabledThis helps users verify information and explore related documentation.
Display thumbs up and down feedback buttons below AI responses. When enabled, users can indicate whether the response was helpful.Default: EnabledFeedback data helps you identify knowledge gaps and improve your documentation.
Display a button that allows users to create a support ticket directly from the AI response. This is useful when the AI answer doesn’t fully resolve the user’s question and they need human assistance.Default: Disabled
The create ticket button only appears when the ticket has not already been published.

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Create ticket on negative feedback

Automatically create a support ticket when users react with 👎 to an agent response. Enabled by default to ensure negative feedback receives timely follow-up.
This setting only appears when Show feedback buttons is enabled.

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Auto-respond

Enable automatic AI responses for tickets created from email and integration sources (Jira, Linear, GitHub). When enabled, the agent automatically responds to new tickets using its assigned knowledge bases.

Auto-respond to email

Enable automatic responses to tickets created from inbound emails. The agent analyzes the email content and provides a response based on its knowledge bases.
Enable automatic responses to tickets created from integrations such as Jira, Linear, and GitHub. The agent analyzes the ticket content and provides a response based on its knowledge bases.
Set a delay (0-300 seconds) before the agent responds. This allows time for additional context to be added to the ticket before the AI responds. Options include:
  • Immediate (0 seconds)
  • 5 seconds
  • 10 seconds
  • 30 seconds
  • 1 minute
  • 2 minutes
  • 5 minutes
Enable automatic ticket creation when all required form fields are pre-filled by the agent, without requiring user review.Default: DisabledWhen disabled (default), users are shown a pre-filled form to review and submit manually. When enabled, the agent bypasses the form review step and creates the ticket immediately if all required fields have been provided.Enable this setting when you want a faster, more streamlined experience and trust the agent to accurately fill in form fields based on the conversation context.
If the agent cannot provide a definitive answer, the ticket will be tagged with ai-unresolved for human follow-up.

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Conversational form filling

Enable conversational form filling to let the agent collect form field values through natural conversation rather than presenting a form UI. The agent asks for each field one at a time, then automatically submits the form once all required values are collected.

Enable conversational form filling

Toggle this setting on to switch forms from the standard form to conversational collection. The agent prompts users for each field individually in chat, then auto-submits the completed form.Default: Disabled
Set the maximum number of fields a form can have to use conversational mode. Forms with more fields than this threshold will display the standard form instead.Default: 5 fieldsUse a lower threshold for complex forms where users benefit from seeing all fields at once. Increase the threshold for simple forms with few required fields.
If a form exceeds the threshold, the agent falls back to presenting the standard form regardless of the conversational form filling setting.

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How conversational form filling works

  1. User makes a request that triggers a form (for example, reporting an issue or requesting access)
  2. Agent identifies the required form fields
  3. If the form has fewer fields than the configured threshold, the agent asks for each field value conversationally
  4. User provides values through natural language responses
  5. Agent collects each response
  6. Once all required fields are collected, the agent automatically submits the form

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Which mode to use

Conversational mode

Best for straightforward forms with few required fields, like a password reset that only needs a username and urgency level.

Standard form

Best for forms where users benefit from seeing all fields at once, such as access requests with multiple approvers or file attachments.
When forms include user selection fields, the agent uses User Lookup to resolve names to user IDs during conversational collection.