How the Linkubit AI agent works: every setting, and what it changes
What happens on every customer message, which setting controls each step, and which parts are enforced in code rather than asked of the AI.
Each customer message runs one turn: account checks, the live goal, rule checks, the reply, then extraction, scoring and workflows. Goals and their stance steer the conversation; fields are what it collects; rules and escalation are enforced in code; scoring and workflows act on what was learned. Most surprises come from two settings acting on each other, not from the AI.
The parts, and what each one controls
| Setting | Where | What it controls | Enforced or asked |
|---|---|---|---|
| Agent role | Settings › AI settings › Agent roles | The persona (system prompt), what the agent may do, and the goal a new conversation starts on. One role is active at a time. | Persona is asked; What it may do is enforced |
| Conversation goals | Settings › AI settings › Conversation goals | What the agent is working towards, how to behave while doing it (the stance), and which fields complete it. | Stance is asked; completion is computed in code |
| Fields you collect | Settings › Fields you collect | The details the agent captures about each customer. Goals, rules, scoring, stages and workflows all refer to them. | Captured by the AI, stored as data |
| Agent rules | Settings › AI settings › Agent rules | Limits: block an action until fields are captured, need a person before an action, or add a standing instruction. | Enforced, except Append instruction |
| Human escalation | Settings › AI settings › Human escalation | Topics that always go to a person. | Enforced |
| Scoring rules | Settings › Scoring rules | Points for what a customer did or said. | Computed in code |
| Workflows | Settings › Workflows | When something happens, do something — qualify, open a deal, create a task, escalate. | Run by code |
| Pipeline stages | Settings › Pipeline stages | The board's columns, and fields a contact needs before entering each. | Enforced |
| Follow-ups | Settings › Follow-ups | When the agent chases a customer who went quiet, and when the lead counts as cold. | Run by code |
| Knowledge and Catalogue | Knowledge, Catalogue | What the agent answers from, and the only prices it may quote. | Prices checked in code |
What happens on one customer message
- The conversation is checked. If it is in human mode (a person took over, or it was escalated), the agent does not reply — the message waits in the inbox. Then the account: a blocked contact, an empty credit balance, a contact past the Free plan's cap, a flood of messages or a daily limit each stop the turn, with a reason on the conversation.
- The live goal is resolved. If no goal is running, the role's Goal it pursues starts — once per conversation; a goal that ended is not restarted by the next message.
- Escalation topics are checked against the message, and the built-in frustration check runs. Either can hand the conversation to a person before the reply.
- The agent writes its reply, using Knowledge and the Catalogue through its tools. Every tool call passes the rule gate first; a refused call is shown to the agent as refused.
- The reply is verified — prices against the catalogue, and no claim that something was booked or sent unless a tool did it this turn. A reply that fails is not sent; the customer gets a holding message and the conversation goes to a person.
- After the reply is sent, one extraction call reads the conversation for your fields. Captured values are written to the contact, goals are settled (a lead is created from the first required field captured, a goal completes when all its required fields are in), the score is recomputed, and events such as
contact.scored,lead.qualifiedandgoal.completedrun your workflows.
Most surprises are two settings meeting
Step 6 is a chain: a captured field moves the score, a score band qualifies the lead, lead.qualified runs every workflow listening for it. A workflow that escalates on lead.qualified therefore hands over as soon as the score clears the band — which on the starter rules can be the fifth message. See From a conversation to a lead to a deal.
Enforced versus asked
A setting that reaches the AI as text — the persona, a goal's stance, an Append instruction rule — is guidance: the agent usually follows it and nothing stops it if it does not. A setting checked in code — what the agent may do, the rule gate, escalation topics, catalogue prices, goal completion, the human-mode stop — holds whatever the AI writes. If something must never happen, it belongs in the second group.
Where to see what happened
- The conversation thread — the automatic events row between messages expands to every score change, rule that took effect, lead, deal, task and hand-over on that message.
- The contact — the score breakdown lists every rule that added or removed points.
- Settings › Audit log — every workflow run (
workflow:<trigger>, with each action's result), every skipped turn (agent.turn_skipped, with its reason), every event. - The Test agent conversation in Inbox — try a change before customers see it.
Related
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