> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# 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](/agent-platform/abl-reference/behavior-profiles#voice-turn-taking). |
| **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.
***