What is this?
Three simple dials that shape how the agent sounds and when it’s allowed to work — no text to write here, just choices.What can I do here?
How to use it
Pick a tone that matches the brand, not the platform default
A bakery or a casual retailer usually reads better as Friendly; a clinic, law firm, or financial service usually reads better as Formal or Professional. Test a few replies on the Test tab before deciding.Use Status as a real safety gate
Keep new or changed agents on Testing until you’ve actually tried them. Testing status keeps the agent out of real conversations even if everything else — Instructions, Capabilities, Channels — is filled in and saved.Status here is the agent’s own switch. There’s a separate, channel-wide Agentic Mode switch on the AI Agents list — if that’s off, no agent answers, even one set to Active. See Go live.
Troubleshooting / Technical Notes
- The agent doesn’t reply at all. Check three things in order: this agent’s Status is Active, Agentic Mode is on for the channel, and the Channels tab includes the channel the message came in on.