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Open an agent and select the Settings tab to control how it operates once it knows what to say. Internal agents don’t reply to contacts, so they don’t show Escalation rules or Behavior.

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Subagents

Choose which internal agents this agent can delegate work to. The agent hands a task to a subagent when it needs that agent’s specialized tools or knowledge. Only internal agents appear in the list.

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Escalation rules

Each rule says When a message matches its conditions, Then take an action. Conditions are escalation types, such as AI missing info, AI needs your help, or Conflicting info, and conversation tags. Select Add rule to create one, or hover over a rule and select edit to change it.

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Behavior

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Language and voice

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Working hours

Select Agent working hours to set when the agent runs.

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Reply preferences

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Auto mark-as-done

After the agent handles a message, whether it replies or stays silent, it marks the conversation done only when nothing is still owed to the contact. Escalations always stay open.
Reply preferences with Auto Mark-as-Done turned on and Auto Mark-as-Done Instructions using Conduit's default
When Auto Mark-as-Done is on, Auto Mark-as-Done Instructions define what counts as still owed. By default, Use Conduit’s default is on and the agent keeps a conversation open for:
  • An unanswered escalation.
  • An action you or your team promised that has not happened yet, even one the contact already accepted.
  • Information needed from the contact.
  • A request a rule or guardrail told the agent to leave for your team, which nobody has answered yet.
An upcoming stay, a possible future message, and sign-offs like “let us know if that helps” do not keep a conversation open. To write your own rules, turn off Use Conduit’s default. The editor starts from Conduit’s default text so you can adjust it. Turn the switch back on to return to the default.
Keep custom instructions focused on what your team still owes the contact, for example “A refund we said we would process.”

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Signature

Text added to the end of every reply this agent sends.

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Widget overrides

These settings apply only when the agent replies in the chat widget. Changes on this tab are staged. Review them in the save bar and publish when you’re ready. Voice is the exception: it saves as soon as you pick one.