> ## 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

Click **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.   |
| **On Pause**        | Behavior when the user pauses mid-utterance.             |
| **On Overlap**      | Behavior when user and agent speak simultaneously.       |
| **Unclear Audio**   | How the agent handles unclear or noisy input.            |
| **Self-Correction** | How the agent detects and handles user self-corrections. |

**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. Click **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.

<Note>The **Approvals** tab requires the `human_task:read` permission. If your role lacks this permission, the system displays a "Forbidden: missing required permission" message.</Note>

***

## 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 four collapsible sections. Click a section header to expand or collapse it. Click **Save** to apply changes or **Reset** to restore all values to defaults.

| Section               | Description                                                         |
| --------------------- | ------------------------------------------------------------------- |
| **Session Lifecycle** | TTL and concurrency limits for transfer sessions by channel.        |
| **Default Routing**   | Default connection, queue, priority, and post-agent behavior.       |
| **Voice Gateway**     | Voice gateway provider, SIP transfer method, and call recording.    |
| **PII Handling**      | PII de-tokenization and detection pattern for transferred messages. |

### Session Lifecycle

Session Lifecycle controls how long transfer sessions stay open on each channel and how many sessions a single contact can hold at the same time.

| Setting            | Description                                                                                                           | Default |
| ------------------ | --------------------------------------------------------------------------------------------------------------------- | ------- |
| **Chat TTL**       | Session timeout for chat channels (minutes).                                                                          | 0.5     |
| **Email TTL**      | Session timeout for email channels (minutes).                                                                         | 4       |
| **Voice TTL**      | Session timeout for voice channels (minutes). Set to `0` to end the session when the call ends.                       | 0       |
| **Messaging TTL**  | Session timeout for messaging channels (minutes).                                                                     | 0.5     |
| **Campaign TTL**   | Session timeout for campaign channels (minutes).                                                                      | 1       |
| **Max Concurrent** | Maximum concurrent transfer sessions per contact. Limits how many simultaneous transfers a single user can have open. | 1       |

### 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. Click **+** to add a new connection inline. | 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 SIP-level transfer behavior for voice channels. These settings determine how the platform hands off calls to the agent desktop.

| 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            |
| **Recording**          | When enabled, the platform records the call during the transfer session.                                                                              | Disabled           |

### 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\..*?\}\}` |

<Warning>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.</Warning>

***

## Agent Assist

The **Agent Assist** page manages Agent Assist connections for this project.

**Navigation**: **Project** → **Settings** → **Agent Assist**

**Project Settings**: The **Enable Agent Assist for this project** toggle controls whether Agent Assist is active for this project. When enabled, human agents receive AI-powered suggestions, knowledge lookups, and response drafts in real time. When disabled, Agent Assist is unavailable for all sessions in the project.

**Connections**
Click **Add connection** to configure a new Agent Assist integration with endpoint and authentication credentials.