Agent Behavior Settings

Agent behavior settings configure context-driven overrides, alerting, human handoff, and real-time agent assistance.

Behavior profiles

The Behavior Profiles page lets you define context-driven overrides for agent conversation behavior. Profiles layer on top of any agent baseline when their conditions match, without modifying the core agent definition. Navigation: Project → Settings → Behavior Profiles

Create a behavior profile

Select Create Profile to open the structured editor. The profile header includes the following fields:

Field	Description
Profile Name	A unique identifier for the profile (for example, `voice_support`).
Priority	Numeric priority. Lower values take precedence when multiple profiles match.
WHEN Expression	A boolean expression that determines when this profile activates (for example, `true` for always-on, or a context variable check).

Below the header, the profile editor organizes settings into three behavior sections: Speaking

Setting	Description
Style	Response style (for example, warm and concise).
Tone	Response tone (for example, reassuring).
Emotion	Emotional register (for example, calm).
Pace	Response pacing (for example, steady).
Language Policy	Language selection policy (Inherit, Fixed, or Detect).
Fixed Language	The language code when Language Policy is Fixed (for example, `en-US`).
Max Sentences	Maximum number of sentences per response.
One Thing at a Time	Whether the agent addresses one topic per turn.
Tool Lead-in	How the agent introduces tool invocations.
Tool Results Style	How the agent presents tool results to the user.
Tool Result Points	Number of key points to extract from tool results.
Internal Handoffs	Behavior when handing off to another agent.
Human Handoffs	Behavior when handing off to a human operator.

Listening

Setting	Description
Barge-In	How the agent handles user interruptions mid-response. Inherit uses the setting configured at a higher level.
On Pause	Behavior when the user pauses mid-utterance. Inherit uses the setting configured at a higher level.
On Overlap	Behavior when the user and the agent speak at the same time. Inherit uses the setting configured at a higher level.
Unclear Audio	How the agent handles unclear or noisy input. Inherit uses the setting configured at a higher level.
Self-Correction	How the agent detects and handles user self-corrections. Inherit uses the setting configured at a higher level.
No-Input Handling	Behavior when the user doesn’t respond within the expected timeout window.

No-Input Handling Configuration

Field	Description
Enabled	Turns no-input handling on or off. Use project default inherits the setting configured at the project level. Learn more.
Mode	Controls how the agent handles no-input retries. Use project default inherits the project-level setting. Dynamic additionally exposes Order, Play Style, Messages, and Generation.
Timeout (ms)	How long the agent waits for user input before treating the turn as no-input. Default: 5000 ms.
Max Retries	Number of times the agent re-prompts the user after a no-input timeout before moving to the exhausted behavior. Default: 3.
On Exhausted	Behavior once Max Retries is reached. Use project default inherits the setting configured at the project level, Hangup ends the conversation, and Custom plays a custom message to the user.
Relaxed Interval (ms)	Timeout duration used for retries after the first, typically longer than the initial timeout to be more lenient. Default: 15000 ms.
Order	The order in which the agent plays no-input messages across retries (for example, Random).
Play Style	How the agent plays a no-input message to the user. Use project default inherits the project-level setting.
Messages	Select + Add message to configure one or more no-input prompts the agent can play to the user.
Generation (Dynamic mode only)	Configures AI-generated no-input messages, as an alternative or a supplement to authored messages: Enabled (turns generated messages on or off, Inherit uses a higher-level setting), Generation Model (model used to generate the message, Runtime default model uses the platform default), Prompt Library Prompt ID (ID of the prompt used, runtime uses its active version), and Max Output Tokens (maximum length of the generated message, default 150).

This is only supported for pipeline voice using KoreVG.

Interaction

Setting	Description
Answer Shape	The structure of responses (for example, direct, exploratory).
Detail	Level of detail in responses.
Initiative	How proactively the agent guides the conversation.
Grounding	How the agent establishes shared understanding.
Clarification	When and how the agent asks clarifying questions.
Max Clarification Questions	Maximum number of clarification questions per turn.
Assume When Low Risk	Whether the agent assumes intent when the risk of misunderstanding is low.
Confirm Parameters	Whether the agent confirms parameters before executing actions.
Confirm Actions	Whether the agent confirms actions before performing them.
Uncertainty	How the agent communicates uncertainty.
Offer Next Steps	Whether the agent proactively suggests next steps.
Empathy	Level of empathetic language in responses.
On Correction	Behavior when the user corrects the agent.
On Confusion	Behavior when the user appears confused.
On Misheard	Behavior when the system misrecognizes audio input.
Repair Attempts	Maximum number of repair attempts before escalation.
Avoid Re-asking	Whether the agent avoids repeating questions already answered.
Remember Constraints	Whether the agent tracks and respects stated constraints across turns.
Closure	How the agent closes a conversation or topic.

Authoring Note: A free-text field for documenting when and why this profile applies. All settings default to Inherit, meaning the agent’s base configuration applies. Override any setting to customize behavior for the profile’s conditions. Select Save to create the profile, or switch to Raw DSL to edit the profile definition as code.

Alert settings

The Alerts page serves as an inbox for workflow approvals and proactive notifications. Navigation: Project → Settings → Alert Settings Tabs

Tab	Purpose
Approvals	Review and act on pending workflow and agent approvals, data entry requests, and completed items.
Alert Rules	Configure rules that trigger proactive notifications based on system events or thresholds.

Filter the Approvals tab by source (Workflow or Agent) and type (All, Approvals, Data Entry). Toggle Include completed to view historical approvals alongside pending items.

The Approvals tab requires the human_task:read permission. If your role lacks this permission, the system displays a “Forbidden: missing required permission” message.

Agent transfer

The Agent Transfer Settings page configures defaults for agent transfer sessions, routing, voice gateway, and PII handling. These settings apply project-wide unless an individual agent or workflow overrides them at runtime. Navigation: Project → Settings → Agent Transfer The page organizes content into three collapsible sections. Select a section header to expand or collapse it. Select Save to apply changes or Reset to restore all values to defaults.

Section	Description
Default Routing	Default connection, queue, priority, and post-agent behavior.
Voice Gateway	Voice gateway provider, SIP transfer method, and SIP or PSTN transfer targets.
PII Handling	PII de-tokenization and detection pattern for transferred messages.

Default routing

Default Routing sets the fallback connection, queue, priority, and post-transfer behavior that the platform uses when an agent initiates a transfer. Individual agents or workflows can override these values at runtime.

Setting	Description	Default
Connection	Agent desktop connection for transfers. Select a configured connection or leave as None (use agent‑level config) to defer to the agent’s own setting. To add a new connection, select +, which opens a dialog window listing supported providers: Kore SmartAssist, Genesys Cloud, Salesforce, ServiceNow, and Five9.	None (use agent‑level config)
Queue	Default queue ID for routing. The platform routes transferred conversations to this queue unless the agent specifies a different one.	`default`
Priority	Default priority level for transferred conversations. Scale: 0 (lowest) to 10 (highest).	5
Post-Agent Action	What happens after the human agent ends the conversation. Return to bot hands control back to the AI agent. End session terminates the session entirely.	Return to bot

Voice gateway

Voice Gateway configures transfer behavior for voice channels. These settings determine how the platform hands off calls to the agent desktop over SIP or PSTN.

Setting	Description	Default
Gateway Type	Voice gateway provider. Determines the SIP infrastructure the platform uses for call transfers.	Kore Voice Gateway
Transfer Method	SIP transfer method for voice handoffs. SIP REFER instructs the caller’s endpoint to connect directly to the agent.	SIP REFER
Header Passthrough	When enabled, the platform passes SIP headers through to the agent desktop. Turn this on if the agent desktop needs caller metadata from SIP headers.	Enabled
SIP Transfer Target URI	Project fallback SIP URI used when a call transfer doesn’t provide an explicit SIP target (for example, `sip:agent@example.com`).	Empty
PSTN Transfer Target Number	Phone number the platform dials when a call transfer uses PSTN. Enter the number in E.164 format (for example, `+14155550123`).	Empty
SIP URI is SmartAssist trunk	When enabled, the platform runs SmartAssist transcript sync and recording sync after calls transferred to the SIP Transfer Target URI finish.	Disabled
Allowed Transfer Headers	Comma-separated list of SIP header names that may be forwarded during SIP transfers (for example, `x-queue, x-skill`).	Empty

PII handling

PII Handling controls how the platform treats personally identifiable information when transferring a conversation to a human agent.

Setting	Description	Default
De-tokenize Before Transfer	When enabled, the platform replaces PII tokens with their original plaintext values before sending messages to the agent desktop. Treat this as reveal-class access and enable it only for explicitly authorized destinations.	Enabled
Detection Pattern	Regex pattern the platform uses to detect PII tokens in messages. The default pattern matches the `{{pii.*?}}` token format.	`\{\{pii\..*?\}\}`

Enabling De-tokenize Before Transfer exposes raw PII to the agent desktop. Only enable this for destinations where human agents have explicit authorization to view personally identifiable information.

​Behavior profiles

​Create a behavior profile

​Alert settings

​Agent transfer

​Default routing

​Voice gateway

​PII handling

Behavior profiles

Create a behavior profile

Alert settings

Agent transfer

Default routing

Voice gateway

PII handling