Response Settings

Control how your chatbot responds to visitors: response style, capabilities, and topic boundaries.

How to get there: Go to AI agents in the left menu → click your chatbot → Behavior section in the sidebar.

Response

Found in Instructions → Response. Controls the general response behavior of your chatbot, such as response length and style preferences.

Capabilities

Found in Settings → General → Agent options. Enable or disable specific abilities for your chatbot, such as:

  • Whether the AI can ask clarifying questions
  • Whether it can offer quick replies for a specific question during a chat
  • Whether it can use markdown formatting in replies

Topic Limits

Found in Instructions → Topic Limits. Set boundaries on what your chatbot should and shouldn't discuss.

Use this to keep your chatbot focused on your business. For example, you can tell it to only answer questions related to your products and politely decline off-topic requests.

When the AI cannot answer

Open Handoff > Follow-up and choose Edit.

  • Ask for email offers a later reply. Write a response expectation your team can reliably meet.
  • Open Form: name uses an enabled form from this AI agent. Its success message tells the visitor what happens next. Edit that message here or in Forms.
  • Don't offer follow-up does not collect a request for a later reply.
  • Then show contact details uses the contact routes already configured for the agent.

Known contact details do not need to be collected again, but the visitor must request or accept follow-up. Optional fields do not block a request. Save the card before leaving. A failed save keeps your changes available to retry.

Live chat and team routing keep their own settings. Selecting a follow-up form does not change its other form conditions or your saved notification recipients.

  • Instructions — Add custom rules and per-agent instructions
  • Workflows — Create multi-step conversation flows
  • Live Chat — Configure handoff to human agents
  • Lead Flows — Configure the fields and timing for other lead collection
Powered by ProductLift