> ## Documentation Index > Fetch the complete documentation index at: https://docs.lovi.ai/llms.txt > Use this file to discover all available pages before exploring further. # Config Agent > Configure your AI agent's identity, personality and rules Edit Agent Module ## 1. Engine: The Brain of Your Agent ๐Ÿง  This is where you define **how your agent thinks and responds**. It is the mandatory starting point. ### โœ๏ธ Prompt The Prompt is your agent's core "script" โ€” it defines tone, personality, and basic limits. * **Friendly Example:** > "You are a friendly and straightforward assistant ๐ŸŒž. Reply in Spanish in 2โ€“3 sentences. If you do not know the answer, offer to transfer to a human." * **Expert Example:** > "You are a senior technician ๐Ÿ› ๏ธ. Provide numbered, concrete steps. Be brief and professional." ### โš™๏ธ Additional Features These toggles let you fine-tune your agent's response behaviour: | Toggle | What it does | | :---------------------- | :--------------------------------------------------------------------------------------------------------------- | | **GPT Environment** | Enables the GPT engine for this agent. Ideal for natural, open-ended conversations. | | **Stream IA** | Enables real-time streaming of AI responses to the user as they are generated. Great for a more fluid chat feel. | | **Rich Content** | Allows the agent to send images, links, and formatted text. โš ๏ธ Disable for older channels like SMS. | | **Search with Sources** | Gives the agent access to your knowledge base to answer questions. Highly recommended to reduce hallucinations. | | **Hide URLs** | When enabled, URLs are hidden from the agent's responses. Useful for cleaner chat output. | > **๐Ÿ’ก Pro Tip:** Always test toggle changes in the **Playground** before publishing. A feature that looks harmless can break the experience in certain channels. *** ## 2. Guardrails: Nobody Wants a Rogue Robot! ๐Ÿšง Here you set the **red lines**. Guardrails ensure your agent doesn't say nonsense, talk about competitors, or expose sensitive data. ### ๐Ÿ›ก๏ธ What should you configure here? Use this space to write rules that the bot **must** follow without exception. 1. **Security (PII):** Forbid requesting passwords or card details. 2. **Tone and Scope:** Prevent a pharmacy bot from advising on car repairs. 3. **Escalation:** Tell it when to give up and call a human. ### ๐Ÿ“ Copy & Paste Template (Basic Security) ```markdown theme={null} - These rules are MANDATORY. - ๐Ÿšซ Never request or reveal passwords or bank/card details. - If the topic is sensitive, say: "I cannot handle this, shall I connect you with a human?". - Maintain a professional tone. Do not use offensive slang. - If asked about competitors, politely state you do not have that information. ``` > **๐Ÿ’ก Pro Tip:** If you change a guardrail, always test it in the Playground. A poorly set rule can silence your bot! *** ## 3. Topics & FAQs: Guide the Conversation ๐Ÿ“‹ This tab lets you define a **Prompt Topic** โ€” a focused context that shapes how the agent handles specific conversation flows or FAQ-style interactions. ### ๐Ÿ—‚๏ธ Prompt Topic Write a topic-level prompt to guide your agent's behaviour for a particular subject area. Think of it as a second layer on top of the Engine prompt, specifically for structured or thematic conversations. * *Example:* "When the user asks about billing, guide them through our refund policy step by step before offering to escalate." ### โญ FAQs Rating When a topic or FAQ conversation ends, the user can be prompted to **rate the quality of the response**. Configure this here: * **Message:** The text shown to the user at the end (e.g. *"Was this answer helpful?"*). * **Button #1 / Button #2:** Quick-reply options (e.g. `๐Ÿ‘ Yes` / `๐Ÿ‘Ž No`). > **๐Ÿ’ก Pro Tip:** Use clear, friendly rating messages. Short feedback loops improve your agent over time! *** ## 4. Fields with Instructions: Smart Data ๐Ÿ’ก Need the bot to know opening hours, address, or stock status without retraining the whole brain? Use **Fields**. They're like sticky notes the bot reads before replying. ### โš™๏ธ How it works (Add field) 1. **Name:** The internal name (e.g. `shop_hours`). Use `snake_case`. 2. **Type:** What kind of data is it? Options include `String`, `Number`, `Boolean`, `List`. 3. **Instructions:** The magic. Tell the bot **how and when** to use this data. * *Bad:* "Schedule". * *Good:* "If the user asks when we open, reply with this exact value." 4. **Value return:** The actual response the bot will output. ### ๐Ÿš€ Ready-to-use Examples * **๐Ÿ“… Fixed Opening Hours** * *Instructions:* "If asked about opening times, use this value with the text 'Our opening hours are...'." * *Value:* `09:00 - 18:00 Monday to Friday` * **๐Ÿ“ Address** * *Instructions:* "Provide this full address when asked for location." * *Value:* `123 Fake Street, Springfield` * **๐Ÿ“ฆ Do we ship? (Boolean)** * *Instructions:* "If true, confirm we ship; if false, say collection only." * *Value:* `true` *** ## 5. Events: Superpowers and Actions โšก Events are the bridge between chat and the real world. This is where the bot stops "talking" and starts "doing". ### ๐Ÿ”— What are they for? * ๐Ÿ‘จโ€๐Ÿ’ป **Hand-off:** The classic transfer to a human. * ๐ŸŽŸ๏ธ **Create Tickets:** Report bugs to Jira or Zendesk automatically. * ๐Ÿ“ก **Webhooks:** Send data to your CRM or API. ### ๐Ÿ› ๏ธ Configure your first event Click **+ Add event** and fill in: 1. **Name:** Unique identifier (e.g. `intent-agent-step-1`, `create_ticket`). 2. **Description:** CRUCIAL! Explain **when** it triggers. The bot reads this to decide when to fire it. * *Example:* "Trigger this event when the user says 'I want to speak to a person' or appears angry." ### ๐ŸŒŸ Most-used event: Transfer to Human Copy this configuration if you want your bot to know when to step aside: * **Name:** `intent-agent-step-1` * **Description:** "Activate this immediately if the user asks to speak to an advisor, human support, or a real person." * **Action (in your backend):** Configure the webhook to assign the chat to a live agent. *** ## 6. Tools & Escalation: Handover Settings ๐Ÿค This tab controls how your agent **transfers conversations to human agents** and how those handoffs are managed. ### ๐Ÿ”ง Tools * **Agent Handover Flow Configuration:** When enabled, this lets you define exactly how the AI agent will transfer a conversation to a human agent. Configure the handover logic, triggers, and flow steps here. ### ๐Ÿ‘ค Settings Conversation Human These settings control the escalation behaviour once a conversation is routed to a human: | Option | What it does | | :------------------------------------ | :------------------------------------------------------------------------------------------------------- | | **Automatic conversation assignment** | Conversations are automatically assigned to available human agents who meet the configured requirements. | | **Email activate** | Sends an email notification to the agent when a conversation is escalated. | | **Language required** | Requires the assigned human agent to match the conversation's language. | ### โญ Agent Rating After a human-agent conversation ends, the user receives a message to rate the service. Configure it here: * **Message:** What the user sees (e.g. *"How would you rate our support today?"*). * **+ Add Answer Button:** Add quick-reply rating options (e.g. `โญ Excellent`, `๐Ÿ‘ Good`, `๐Ÿ‘Ž Could be better`). > **๐Ÿ’ก Pro Tip:** Combine **Automatic assignment** + **Language required** for a smart routing experience where the right agent always gets the right conversation. *** ## 7. Voice: Give Your Agent a Voice ๐ŸŽ™๏ธ This tab configures everything needed for your agent to handle **voice interactions** โ€” phone calls, voice bots, and audio channels. ### ๐Ÿ”› AI Voice Configuration Toggle this on to activate voice capabilities for the agent. Once enabled, a full set of voice parameters becomes available. ### ๐ŸŒ Language & Model | Setting | Description | | :-------------------- | :--------------------------------------------------------------------------- | | **Agent Language** | The primary language the agent will speak (e.g. `Spanish`). | | **Language Presets** | Additional languages the agent can automatically switch to mid-conversation. | | **LLM** | The language model powering the voice agent (e.g. `gpt-4.1-mini`). | | **Limit Token Usage** | Maximum tokens per response. Set to `-1` for unlimited. | ### ๐Ÿ”Š Audio Settings | Setting | Description | | :-------------------------- | :------------------------------------------------------------------------------- | | **Voice** | The text-to-speech voice persona (e.g. `Sarah โ€“ Mature, Reassuring, Confident`). | | **TTS Output Format** | Audio format for the agent's spoken output (e.g. `pcm_16000`). | | **User Input Audio Format** | Audio format expected from the user's microphone input (e.g. `pcm_16000`). | ### โฑ๏ธ Timing & Timeouts | Setting | Description | | :---------------------------- | :------------------------------------------------------------------------------------- | | **Turn Timeout** | Seconds to wait before ending the user's turn if no speech is detected (default: `7`). | | **Silence End Call Timeout** | Seconds of silence before the call is automatically ended (default: `20`). | | **Max Conversation Duration** | Maximum length of the call in seconds (default: `600` = 10 minutes). | ### ๐Ÿ”‘ Keywords Add comma-separated keywords that the voice agent should listen for or treat as special triggers (e.g. `help, cancel, repeat`). > **๐Ÿ’ก Pro Tip:** Keep **Turn Timeout** short (5โ€“8s) for snappy voice UX. Increase **Silence End Call Timeout** if your users tend to pause while thinking. *** ## 8. Chat Settings: Session & Behaviour โš™๏ธ This tab controls the **chat-level behaviour** of your agent โ€” how long sessions last, what happens when users go quiet, and more. ### ๐Ÿ“Š NPS Config When enabled, a **Net Promoter Score (NPS)** survey is sent to the user at the end of a conversation. Great for tracking overall satisfaction trends. ### ๐Ÿ’ฌ Limit History Sets the **maximum number of messages** the agent keeps in its conversation memory at any given time (default: `3`). Lowering this reduces token usage; increasing it gives the agent more context to work with. > **โš ๏ธ Heads up:** A very low limit (e.g. `2`) may cause the agent to "forget" context from earlier in the same conversation. ### โณ Session Timeout Defines how long the agent can be inactive before the session is considered closed. * **IA Agent Downtime (Minutes):** The idle time in minutes before the AI agent session ends (default: `1440` = 24 hours, minimum: `10` minutes). ### ๐Ÿ”• Inactivity Rules | Option | What it does | | :------------------------- | :------------------------------------------------------------------------------------------- | | **User inactivity** | Sends an automated message to the user if they don't respond within a set time. | | **Human agent inactivity** | Sends an automated message to the user if the human agent doesn't respond within a set time. | > **๐Ÿ’ก Pro Tip:** Enable **User inactivity** with a friendly nudge like *"Are you still there? ๐Ÿ˜Š"* to keep conversations alive and reduce abandoned chats. *** ## ๐ŸŽ“ Best Practices Summary (Cheat Sheet) To make your agent a 10/10, remember: * ๐Ÿงช **Playground is your friend:** Never publish without testing first. Pretend to be a difficult customer. * ๐Ÿšฆ **Clarity above all:** In *Prompts* and *Instructions*, be direct. The bot does not understand hints. * ๐Ÿ” **Keep things up to date:** If your opening hours change, update the *Field*. If policy changes, update the *Guardrails*. * ๐Ÿค **Smooth escalation:** Always provide an exit to speak to a human. Nothing is more frustrating than a bot stuck in a loop. * ๐ŸŽ™๏ธ **Test voice separately:** Voice behaviour differs from chat โ€” always test audio flows independently before going live. *** ### ๐Ÿ†˜ Quick Troubleshooting | Problem | Likely Fix ๐Ÿ”ง | | :------------------------------------ | :---------------------------------------------------------------------- | | **Replies with outdated information** | Check *Search with Sources* or update your *Fields*. | | **Images don't show** | Your channel (e.g. WhatsApp) may not support that *Rich Content*. | | **The bot hallucinates** | Tighten the *Guardrails*! Forbid invention. | | **Doesn't transfer to a human** | Review the event `description`. Is it clear? | | **Voice agent cuts off too early** | Increase *Turn Timeout* or *Silence End Call Timeout* in the Voice tab. | | **Agent forgets context** | Increase *Limit History* in Chat Settings. | | **Human agents not getting assigned** | Check *Automatic Conversation Assignment* in Tools & Escalation. | You're all set to build the best possible agent! Happy configuring! ๐Ÿš€