Agent Settings

Agent Settings decides how your AI agent behaves: when it offers a support ticket, when it brings in your team, what details it collects, and when it is allowed to reply. Each agent has its own settings, so a sales agent and a support agent can behave differently. Come here after creating an agent, and again whenever you want to change how it works.

Before you start

• An AI agent — Created in Dashboard → My AI Agents
• The right plan for some options — Lead Generation and Booking Management need Starter or higher. Operating Hours and branding removal need Pro. Everything else works on every plan

How to set it up

1. 1

   Open Agent Settings

   Click Agent Settings in the side menu, under AI Agent

2. 2

   Choose the agent

   Use the agent picker at the top of the page. Everything below belongs to that agent only

3. 3

   Change what you need

   Each section is explained below. Most options are a switch, a number of messages, and a “Notify me” box

4. 4

   Click “Save Agent Settings”

   Nothing changes until you save. After saving, the new behaviour applies to the next message on every channel, with no code to change

Communication Triggers

These decide what the customer can ask for during a chat. Each one has an on/off switch, a “Show button after N messages” number (so the option does not appear before the customer has had help), and a “Notify me” box that emails you.

AI Reply Control

Choose where and when the AI answers on its own. This works on every plan.

• Channels — Turn the AI on or off for Website & WordPress, WhatsApp, Instagram, Messenger, Telegram, Email, Shopify and Discord. When a channel is off, messages still arrive in your Inbox for your team
• AI hours — Pick days and times. Outside them the AI stays quiet and your team replies
• Away message — Sent once when the AI is off or outside its hours, so the customer knows someone will get back to them. Leave it empty to send nothing. It uses 2 credits

Pro Controls

These are locked on the Free plan. Lead Generation and Booking Management need Starter or higher. Operating Hours and branding removal need Pro.

• Lead Generation — Asks for the customer’s details after a number of messages. Choose the fields: Name, Email, Phone No. Turn on “Send email notification” to get each lead by email. Needs the Lead Capture feature switched on
• Booking Management — Shows the booking form after a number of messages, and chooses who gets booking emails. Needs Appointment Booking switched on
• Operating Hours — Your business hours and timezone (Pro plan)
• Email on new chat — Emails you when a customer starts a new chat
• Remove BotVee Branding — Hides “Powered by” in the chat window (Pro plan)

System Preferences

• Auto-save Conversations — Keeps every chat so you can read it later. Leave it on
• Enable Analytics — Fills your Analytics page. Leave it on
• AI Upsell & Cross-sell Engine — Lets the AI see what is in the shopper’s cart on your WooCommerce or Shopify store and suggest items that go with it. Off until you switch it on
• Back-in-Stock Alerts — Lets the AI collect requests for out-of-stock products (shown when Stock Alerts is switched on)
• Compliance Region — The country your business operates in. The AI then follows that region’s privacy and marketing-consent rules

Order notifications

When the agent has WhatsApp connected, this page also shows “Tell me about every order” and “Confirm the order to the customer”. See Order Details.

What happens next

Saved settings apply straight away on every channel the agent answers. For example, if you set Human Handoff to show after 3 messages, the “Talk to a person” option appears in the website chat from the fourth message on, and the AI hands over whenever a customer asks for a person in any words.

Good to know

• Settings belong to one agent. If you have several agents, set each one
• The away message and any message your team sends use 2 credits each
• Turning a channel off in AI Reply Control does not disconnect it. Your team can still reply from the Inbox

Troubleshooting

• A switch is greyed out — It needs a higher plan or a feature switched on in Dashboard → Explore Features
• The lead form never shows — Check Lead Generation is on, the number of messages is not too high, and you clicked “Save Agent Settings”
• The AI stopped answering on one channel — Check that channel is on in AI Reply Control, and that it is inside your AI hours