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Settings define the response style of the AI agent. They apply to every channel the agent serves: WhatsApp, Instagram and Webchat.
What the agent does on its own in the conversation, such as updating the contact, closing the conversation, remembering the previous conversation and transferring to a human, now lives in the Skills tab as native skills. See Configure skills and apps →.

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Open and edit the settings

1

Open the agent

In the sidebar, click AI Agents and then the agent.
2

Click the Settings tab

The tab shows each option with an enabled or disabled indicator.
3

Click Edit Settings

The options become editable switches and selectors.
4

Save

Click Save to apply or Cancel to discard. Changes apply to the agent’s next responses.
Settings tab of agent Lia with Interaction Settings, Voice Response and Advanced Settings

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Interaction Settings

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Voice Response (TTS)

The agent can reply with audio, the way a team member would on WhatsApp.
Voice Response with the Only when receiving audio mode and the Synthetic and Realistic voice types

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Voice Response Mode

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Voice Type and Voice

When the mode is not Disabled, two more fields appear:
  • Voice Type: Synthetic (good quality, less humanized) or Realistic (more realistic and humanized). Each option shows its cost in credits per response.
  • Voice: the voice used in responses. Search by name and click Listen to voice to hear a preview. Without a choice, the agent uses the Default voice.
Audio responses consume AI credits: 5 credits per response with the Synthetic voice and 30 credits per response with the Realistic voice.
Only when receiving audio usually works best: customers who prefer audio get audio and those who type get text, without wasting credits.

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Advanced Settings

Check the Timezone if your team serves customers in another timezone or if the agent schedules appointments through the Google Calendar app. A wrong timezone produces wrong times in responses.

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How much autonomy to give the agent

Autonomy comes from combining the settings with the agent’s skills.

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Common errors

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Next steps