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

Select 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. Inherit uses the setting configured at a higher level.
On Pause	Behavior when the user pauses mid-utterance. Inherit uses the setting configured at a higher level.
On Overlap	Behavior when the user and the agent speak at the same time. Inherit uses the setting configured at a higher level.
Unclear Audio	How the agent handles unclear or noisy input. Inherit uses the setting configured at a higher level.
Self-Correction	How the agent detects and handles user self-corrections. Inherit uses the setting configured at a higher level.
No-Input Handling	Behavior when the user doesn’t respond within the expected timeout window.

No-Input Handling Configuration

Field	Description
Enabled	Turns no-input handling on or off. Use project default inherits the setting configured at the project level. Learn more.
Mode	Controls how the agent handles no-input retries. Use project default inherits the project-level setting. Dynamic additionally exposes Order, Play Style, Messages, and Generation.
Timeout (ms)	How long the agent waits for user input before treating the turn as no-input. Default: 5000 ms.
Max Retries	Number of times the agent re-prompts the user after a no-input timeout before moving to the exhausted behavior. Default: 3.
On Exhausted	Behavior once Max Retries is reached. Use project default inherits the setting configured at the project level, Hangup ends the conversation, and Custom plays a custom message to the user.
Relaxed Interval (ms)	Timeout duration used for retries after the first, typically longer than the initial timeout to be more lenient. Default: 15000 ms.
Order	The order in which the agent plays no-input messages across retries (for example, Random).
Play Style	How the agent plays a no-input message to the user. Use project default inherits the project-level setting.
Messages	Select + Add message to configure one or more no-input prompts the agent can play to the user.
Generation (Dynamic mode only)	Configures AI-generated no-input messages, as an alternative or a supplement to authored messages: Enabled (turns generated messages on or off, Inherit uses a higher-level setting), Generation Model (model used to generate the message, Runtime default model uses the platform default), Prompt Library Prompt ID (ID of the prompt used, runtime uses its active version), and Max Output Tokens (maximum length of the generated message, default 150).

This is only supported for pipeline voice using KoreVG.

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. Select Save to create the profile, or switch to Raw DSL to edit the profile definition as code.

Alert settings

The Alert Settings page defines rules that trigger notifications when project metrics breach a threshold. The runtime evaluates each rule on a fixed cadence and delivers a notification by email or webhook when the condition matches. Navigation: Project → Settings → Alert Settings When the project has no rules yet, the page shows an empty state. Select Create alert rule to open the rule editor, or Browse available metrics to review every metric the evaluator can alert on before you start. Typical uses include containment rate drops, error spikes, latency increases, and sentiment degradation.

Create an alert rule

Select Create alert rule to open the Create alert rule panel. The footer tracks what the rule still needs (for example, Still needed: name, metric, recipients) and keeps Save rule available once you supply those values. Select Cancel to discard the rule.

Field	Description	Default
Rule name (required)	A descriptive name for the rule (for example, `LLM latency p95 too high`).	Empty
Evaluating	Controls whether the evaluator picks the rule up on its next cycle. Turn it off to keep the rule in the list but paused.	Enabled
Subject	The metric family the rule watches: Agent, LLM, Tool, Voice, or Others. The subject determines which metrics the Metric list offers and whether a scope selector appears.	Agent
Agent (Agent subject only)	Limits the rule to a single agent. Leave it as Any agent (project-wide) to watch the whole project.	Any agent (project-wide)
LLM (LLM subject only)	Limits the rule to a single LLM. Leave it as Any LLM (project-wide) to watch the whole project.	Any LLM (project-wide)
Metric (required)	The metric the rule evaluates. The list reflects the selected subject. Selecting a metric shows its allowed aggregations and parameters.	Select a metric
Condition	The comparison the evaluator applies between the metric value and the threshold (for example, Greater than >).	Greater than >
Threshold (required)	The value the metric must cross for the rule to fire. Use the stepper controls or enter a value directly.	0
Window (required)	How far back the rule looks when it evaluates the metric, in minutes.	10 min
Evaluate every (required)	How often the evaluator runs the rule, in minutes.	10 min
Cooldown (required)	How long the rule stays quiet after it fires, in minutes. Use this to suppress repeat notifications for an ongoing condition.	10 min
Deliver via	The delivery channel for the notification: Email or Webhook.	Email
Recipients (required)	Destinations for the notification. Separate email addresses with commas or new lines. Every recipient receives the alert.	Empty

Subject scopes

Subject	What the rule watches	Scope selector
Agent	LLM metrics attributed to agent activity.	Agent, defaulting to all agents in the project.
LLM	LLM metrics across the project, independent of the calling agent.	LLM, defaulting to all LLMs in the project.
Tool	Tool execution volume, failures, and latency from platform events.	None. The rule applies project-wide.
Voice	Voice session, TTS, ASR, and connection metrics from platform events.	None. The rule applies project-wide.
Others	Trace records and conversation sentiment metrics.	None. The rule applies project-wide.

Available metrics

Select Browse available metrics to open the Available metrics panel. The panel lists every metric the evaluator can alert on, sourced from the runtime catalog, so it stays in sync as new metrics ship. Metrics are grouped into the same five tabs as the Subject control: Agent, LLM, Tool, Voice, and Others. Each metric card carries three badges and a set of attributes.

Attribute	Description
Subject badge	The tab the metric belongs to: Agent, LLM, Tool, Voice, or Others.
Category badge	The type of signal: Operational (throughput, latency, cost), Error (failures), or Quality (sentiment, confidence).
Status badge	Existing for metrics carried over from earlier releases, New for metrics added in this release.
Source	The data stream the metric reads from: LLM metrics, Platform events, Trace records, or Conversation sentiment.
Default window	The window value prefilled when you select the metric. Every metric in the catalog currently uses 10 minutes.
Aggregations	The aggregations the metric accepts. Fixed expression and Fixed query mean the runtime computes the value and you can’t choose an aggregation.
Channel filter	Whether you can restrict the rule to a specific channel.
Channel connection scope	Whether you can restrict the rule to a specific channel connection.
Tool name and type filters	Whether you can restrict the rule to specific tool names or tool types.
Parameters	Additional inputs the metric requires (for example, `slow_ms` for Slow trace count).

Agent and LLM metrics

The Agent and LLM tabs list the same LLM metrics group. The Agent tab scopes each metric to agent activity, and the LLM tab scopes it to the LLM. All metrics in this group read from the LLM metrics source and support no channel or tool filters.

Metric	Category	Status	Description	Aggregations
LLM latency	Operational	Existing	Per-call latency from the LLM metrics stream.	p95, p99, avg, max, min
LLM cost (window total)	Operational	Existing	Sum of estimated LLM cost over the window.	sum, avg, max, min, p95, p99
Total tokens	Operational	Existing	Tokens consumed over the window.	sum, avg, p95, p99, max, min
LLM error rate	Error	Existing	Share of LLM calls in the window that failed.	See note

Tool metrics

Tool metrics read from the Platform events source. All three support channel filters, channel connection scope, and tool name and type filters.

Metric	Category	Status	Description	Aggregations
Tool execution count	Operational	New	Total completed or failed tool calls in the window.	Fixed expression
Tool error count / rate	Error	New	Failed tool calls. The notification includes failed calls divided by terminal calls.	Fixed expression
Tool latency	Operational	New	Per-call tool execution latency.	p95, p99, avg, max, min

Voice metrics

Voice metrics read from the Platform events source. All support channel filters and channel connection scope, and none support tool name and type filters.

Metric	Category	Status	Description	Aggregations
Voice session errors	Error	New	Voice sessions that ended because of a terminal technical error.	Fixed expression
TTS failure count	Error	New	Text-to-speech operations whose delivery ended in failure.	Fixed expression
Avg ASR confidence	Quality	New	Average confidence from speech recognitions that reported a real score.	Fixed expression
Voice connection latency	Operational	New	Time required to establish a voice gateway session.	p95, p99, avg, max

Other metrics

The Others tab groups trace and sentiment metrics. Trace records

Metric	Category	Status	Description	Aggregations	Filters
Trace duration	Operational	Existing	End-to-end trace duration from `spatial_trace_records`.	p95, p99, avg, max, min	None
Slow trace count	Operational	New	Number of root traces exceeding the configured duration threshold. Takes the `slow_ms` parameter.	Fixed query	None

Conversation sentiment

Metric	Category	Status	Description	Aggregations	Filters
Conversation sentiment	Quality	Existing	Average sentiment across conversations in the window.	avg, min, max, p95	Channel filter
Frustration rate	Quality	Existing	See note	See note	See 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 three collapsible sections. Select a section header to expand or collapse it. Select Save to apply changes or Reset to restore all values to defaults.

Section	Description
Default Routing	Default connection, queue, priority, and post-agent behavior.
Voice Gateway	Voice gateway provider, SIP transfer method, and SIP or PSTN transfer targets.
PII Handling	PII de-tokenization and detection pattern for transferred messages.

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. To add a new connection, select +, and select a supported provider from the dialog window.	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 transfer behavior for voice channels. These settings determine how the platform hands off calls to the agent desktop over SIP or PSTN.

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
SIP Transfer Target URI	Project fallback SIP URI used when a call transfer doesn’t provide an explicit SIP target (for example, `sip:agent@example.com`).	Empty
PSTN Transfer Target Number	Phone number the platform dials when a call transfer uses PSTN. Enter the number in E.164 format (for example, `+14155550123`).	Empty
SIP URI is SmartAssist trunk	When enabled, the platform runs SmartAssist transcript sync and recording sync after calls transferred to the SIP Transfer Target URI finish.	Disabled
Allowed Transfer Headers	Comma-separated list of SIP header names that may be forwarded during SIP transfers (for example, `x-queue, x-skill`).	Empty

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\..*?\}\}`

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.

​Behavior profiles

​Create a behavior profile

​Alert settings

​Create an alert rule

​Subject scopes

​Available metrics

​Agent and LLM metrics

​Tool metrics

​Voice metrics

​Other metrics

​Agent transfer

​Default routing

​Voice gateway

​PII handling

Behavior profiles

Create a behavior profile

Alert settings

Create an alert rule

Subject scopes

Available metrics

Agent and LLM metrics

Tool metrics

Voice metrics

Other metrics

Agent transfer

Default routing

Voice gateway

PII handling