Agent Settings & Personality

This is where you define who your agent is and how it behaves. Fine-tuning these settings is the difference between a robotic chatbot and a premium AI assistant.

Persona & Tone

• Agent Name: This appears in the chat header (e.g., "Sarah from Support").
• Avatar: Upload your brand logo or a friendly human representative photo.
• System Instructions: The most powerful setting. Tell the AI exactly how to behave.
  • Bad: "Help the user."
  • Good: "You are a professional support agent for Acme Corp. You are friendly, concise, and never use technical jargon. If a user is frustrated, offer a human handoff immediately."

Behavior & Safety

• Confidence Threshold: Set a minimum % for the AI. If the AI is only 50% sure of an answer, it should say "I don't know" rather than guessing. We recommend starting at 70%.
• Model Selection: Switch between GPT-4o (standard for intelligence), Claude 3.5 (best for writing tone), and DeepSeek-V3 (best for cost-efficient high volume).
• Rate Limiting: Prevent abuse by limiting how many messages a single user can send per minute.

Workflow Tracking

BotDesk automatically tracks key milestones in a conversation called "Workflows." This helps you measure conversion, not just conversation.

• Lead Qualified: Triggered when a user provides their email and meets your criteria.
• Meeting Booked: Triggered when a calendar slot is reserved.
• Payment Completed: Triggered after a successful Stripe checkout.

[!NOTE] Stages are stored in the conversation metadata and can be synced to your CRM via webhooks.