---
title: "AI Chatbot Settings"
slug: "ai-chatbot"
updated: 2026-04-28T05:48:05Z
published: 2026-04-28T05:48:05Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Chatbot Settings

## Overview

CommBox empowers organizations to build AI agents that communicate with customers in a guided, focused, and brand-aligned way, ensuring every interaction reflects the company’s tone, standards, and objectives.

The **CommBox Flow Builder** adds a robust set of capabilities that allow you to design intelligent, dynamic, and highly automated customer journeys. With these tools, you can create smarter AI agents, enhance operational efficiency, and elevate the entire customer experience from start to finish.

**CommSite** uses an AI Agent to transform an organization’s entire website content into an AI-guided conversational experience. While it shares many characteristics with the AI Agent, it is a distinct product with its own functionality and purpose.

This guide does not cover the **Dynamic Cards section**, as it is specific solely to CommSite. To learn more about CommSite, click [here](https://help.commbox.io/docs/commsite).

This guide focuses on the **initial setup of an AI agent**. For instructions on creating flows (bots), refer to the [Flow Builder articles](https://help.commbox.io/docs/user-guide-creating-a-basic-bot).

**Steps to Set Up an Agent**

1. **Name the Agent** Assign a clear and recognizable name.
2. **Define the Agent’s Persona** Specify tone and communication style, background and role, and preferred reply style and formats.
3. **Provide Instructions** Outline mandatory elements for every communication (e.g., required notations) along with specific dos and don’ts the AI must follow.
4. **Design the Flow** Map out the customer journey, covering all relevant scenarios the chatbot may encounter.
5. **Associated Knowledge Items** Select specific knowledge base items that the AI Agent will use when interacting with customers. Note that some flows rely heavily on the Unknown steps. For such flows, you can disable the Knowledge Base altogether by toggling off at the top.
6. **Configure Settings** Apply general rules to the entire flow, including enabling or disabling AI capabilities.

## Step I: Naming your Agent

1. At the main side bar, navigate to **Automation Hub**, select the **Agent** tab, and click the **Create Agent** button at the top corner of the page. ![Agents page.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Agents%20page.png) If the AI Agent capabilities are not enabled, only the Flow Builder and the Settings sections will be available. Enable AI capabilities by toggling on the Enable AI-Powered Automation in the Settings section. ![Setting menu- general.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Setting%20menu-%20general(1).png)
2. Rename the AI agent by clicking on the title at the corner of the page. ![Edit name of AI Agent.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Edit%20name%20of%20AI%20Agent(1).png)
3. Add an Avatar (optional) by uploading an existing image or generating a new one using AI by clicking **Generate Avatar**. Zoom the image to fit it into the clear circle, and click **Add** when done. ![add Avatar.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/add%20Avatar.png)

## Step II: Agent Persona

 

![Agent Persona-new.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Agent%20Persona-new.png)

1. **Define your AI Agent's unique voice**  

a. Enter your company’s name, the role of agent (support, sales, etc.), and industry. You can select from the list provided or enter your definition.  

b. Select the tone of the communication and the level of humor allowed (if any). Note that you can always add additional restrictions in the Instructions section.
2. **Persona Add Ons** (optional)  

Tell the AI Agent about themselves and the type of person the customer wants to meet. Explain their role in the company, including the brand name and industry.  

You can use available templates as a preset alternative. Adjust as needed.
3. **Reply Style**  

a. Choose the desired reply’s length: short and concise or detailed and comprehensive.  

b. Defines how often emojis are used, based on tone or brand standards.  

c. Define the AI agent's Response Language. Note that the AI Agent is part of an existing Flow with a predominant language.  

d. Select the Format of the Reply: Headers in front of blocked text, Bold Headings, and Hyperlink when applicable.  

e. Choose to present applicable information in an ordered list, an unordered list, or avoid listing altogether.

## Step III: Add Instructions (optional)

 

![AI Settings - Instructions section - new.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Settings%20-%20Instructions%20section%20-%20new.png)

Click the **+Add** Instruction button to add an instruction you want the AI agent to observe, including how to respond, Dos and Don’ts, and anything important to your brand. Example: ![instruction.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/instruction.png)

Click **Add** when done. Hover over the top-right corner of any instruction to reveal the three-dot menu, where you can edit, delete, or deactivate it. When a rule is active, its name appears in bold. ![edit instructions.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/edit%20instructions.png)

Sometimes, the order of the instructions may make a difference, as the AI Agents follow the instructions in the order they are listed. To change the order, drag the desired instruction to its appropriate position. ![changing order of instructions.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/changing%20order%20of%20instructions.png)

## Step IV: The Flow Builder

 

![AI Settings - Flow section new.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Settings%20-%20Flow%20section%20new.png)

This is where the Flow is constructed. Even if the AI capabilities are not active, the Flow Builder can still construct a powerful chatbot. See the [Flow builder articles](https://help.commbox.io/docs/user-guide-creating-a-basic-bot) to learn more about this topic.

## Step V: Knowledge Base

![AI Settings - Knowledge section - new.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Settings%20-%20Knowledge%20section%20-%20new.png)

If the AI Agent’s flow relies heavily on the **Unknown step**, it may be preferable to turn off the **Knowledge Items** toggle.

This section defines the scope of knowledge the AI Agent is permitted to use when generating responses. By clearly limiting that scope, the agent provides more accurate and relevant answers, avoids pulling in unrelated or misleading information, reduces confusion, and improves overall response speed and efficiency.

1. Enable the Knowledge Items toggle.  

![All KB items.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/All%20KB%20items.png)
2. To limit the KB items, click **Selected Items** at the top, followed by **+Add Items** in the center.  

![KB - Selected items1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/KB%20-%20Selected%20items1.png)
3. In the dialog box, select the relevant items for the AI Agent and click **Save**.  

An upload icon will appear while the data is being processed. Processing time may vary depending on the size of the data.  

Please note that the AI Agent cannot be published while the upload is in progress.  

![KB - Selected items2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/KB%20-%20Selected%20items2.png)
4. **Save** changes made.

**Note:**

- If the items are organized in folders, click the **folder name** to view its contents.
- To add or remove items, click the **Edit** button at the top.
- When selecting a crawled item for an AI Agent, if the crawling process was not completed successfully, a **Partial File** icon appears in the **Status** column. This implies that some information may not be available to the AI Agent.   

We recommend reselecting this item for the AI Agent. If the problem persists, the crawling process may have been corrupted at the original stage, and you may need to repeat it for the general KB as well.
- If adding file(s) to the AI Agent fails, a dialog box suggests that you **retry** the process.  

![KB item fail notice1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/KB%20item%20fail%20notice1.png)

- When a file upload fails, a **Failed** icon will appear in the **Status** column. Verify that the file’s content is not corrupted, and repeat the upload process.  

![KB item fail notice2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/KB%20item%20fail%20notice2.png)

- Empty **KB folders** cannot be selected when adding items to the AI Agent.

## Step VI: Settings

![AI Settings - Settings section - new.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Settings%20-%20Settings%20section%20-%20new.png)

The **Settings** area is where you can define default actions for key scenarios such as idle customers, no response, navigation, data collection, and AI behavior. When building complex bots, configuring Flow Settings streamlines development and helps reduce both setup time and effort.

#### AI Settings

Enabling the **AI Agent Settings** unlocks advanced capabilities within the flow.

- The AI Agent can respond to customer inquiries based on organizational knowledge base items you provide, using a specific persona for that role.
- To use this capability, it must be activated both at the flow level and the module level, and requires a replenishing token account. For assistance, contact your Customer Success (CS) representative.

#### Default Actions

![Settings - Default Actions.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Default%20Actions.png)

Default actions are triggered when:

- A customer becomes idle.
- A flow reaches the end of the branch with no End or Jump step.  

Note: This is *not* considered best practice. Ensure every branch leads to its intended path, ending by jumping to a specified step or transferring the conversation to a human agent.  

You can choose one, multiple, or none of the following default actions:

1. **Repeat the Last Step**  

When choosing to repeat the last step after a set time (from 20 seconds up to 8 hours), you can also add a message prompting the customer to respond.  

We recommend keeping it short and including an emoji. If the flow collects customer information, you can also include a dynamic field. Type double curly brackets followed by user-dot ( {{user. ) to display the available customer fields for selection.  

![settings - default action - adding dynamic fields.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/settings%20-%20default%20action%20-%20adding%20dynamic%20fields.png)
2. **Jump to a Specific Step**  

You can redirect idle customers to a different step in the flow. If you also selected to send a message, make sure the “**If no answer**” time span is longer than the first “**Resend last step**” interval.  

![settings - default action - jumping fields.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/settings%20-%20default%20action%20-%20jumping%20fields.png)

1. **End the Flow with a Specific Step**  

Select the default step that will be used when the flow ends.  

![settings - default action - end of flow.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/settings%20-%20default%20action%20-%20end%20of%20flow.png)  

  

**Note:** Clicking on the actual Step icon will let you copy the Step ID. Use it in the search pane to locate the exact step in the flow.  

![settings - default action - copy action.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/settings%20-%20default%20action%20-%20copy%20action.png)

#### Intent Detection in Ask steps

![Settings - Intents Ask step.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Intents%20Ask%20step.png)

When enabled, the **Flow** can detect intents within an **Ask** step, allowing intent recognition during the data collection process—not only when end users enter free text in standard message nodes.

**Note:** Once enabled at the **Settings** section, a toggle will appear at every **Ask** step. Enabling that Intent detection applies to **all** questions asked at that step.

![Settings - Ask intents example.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Settings%20-%20Ask%20intents%20example.png)

#### Constants

Constants allow you to create reusable **Fields** within the flow.

- **Example 1:** Define a field called Age with a value “<21.” Customers who are under 21 can then be directed to a dedicated step for younger drivers.
- **Example 2:** Create a field called MembershipStatus with a value “Premium.” This allows the flow to automatically route premium members to a priority support queue, while regular members remain in the standard flow.

## AI Agent Management

![Duplicate AI Agents.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Duplicate%20AI%20Agents.png)

Clicking the three-dot menu at the end of the AI Agent’s name allows users to perform the following actions:

- **Export Flow** – Downloads an XML file of the AI Agent.
- **Duplicate Flow** – Creates a duplicate of the currently published flow, allowing designers to work on, modify, and test changes without affecting the active flow. The duplicated flow is automatically named using the original flow’s name along with a date and time stamp, ensuring it appears directly after the original AI Agent in the list.
- **Rename Flow** – Allows users to change the name of the current flow.
- **Deactivate Flow** – Removes the AI Agent from all channels. To reactivate a flow, scroll to the grayed-out AI Agent and select **Activate** from the three-dot menu.