Set your AI agent's rules, goals and handover

Where

Settings › AI settings — "What the agent may do, the rules it follows, and what each conversation should achieve." Four tabs: Agent roles, Agent rules, Conversation goals, Human escalation.

Conversation goals

A goal is the list of things the agent finds out before a lead counts as qualified. If setup wrote no goal, the workspace starts with Qualify the enquiry: what they need, timeline and budget. Add the questions your sales team always asks — location, quantity, date of the event.

Agent rules

On the Agent rules tab, New agent rule adds a rule, and each has one of four effects:

• Block tool until fields present — the agent may not use a capability until details are captured: "No meeting is written before a work email is captured".
• Require human before tool — the conversation is handed to a person before the agent may do it.
• Force a person on topic — a topic always goes to a human: "A cancellation or a complaint goes to a person".
• Append instruction — a standing instruction the agent always follows: "Never state a price that is not in the catalogue".

These are checked by Linkubit before anything is sent, not left to the AI's judgement — see Rules an AI agent cannot break.

Human escalation

The agent always hands over when a customer sounds frustrated or upset — that check needs no rule and cannot be turned off. Add your own triggers on this tab. A person can also take over any conversation from the inbox: see Take over a conversation from the agent.

Lead qualification

With Lead qualification: AI judges the class on, the agent grades each lead high, medium or low from the conversation. Follow-ups go to sets who gets the follow-up tasks (default: the workspace administrator).