Instruction
Difficulty level:
Configuratie > AI > Agent instellingen
Agent settings
On Configuration > AI > Agent settings you decide how the AI agent behaves: whether it is on, which model answers, what it may offer and how far it may go in changing bookings. Every setting has an info icon in the screen with the same explanation as below.
The settings apply to all channels at once: the chat widget, WhatsApp, the phone assistant and external agents all talk to the same agent.
Switching on and choosing a model
| Setting | What it does |
|---|---|
| Agent active | This setting must be on before the agent can start. With it off, nothing happens in any channel. |
| AI provider | Which LLM backend answers for this licence: Anthropic, OpenAI or Mistral. |
| Model | Leave empty to use the default model of the chosen provider. Only fill in a model name if you deliberately want a different one. |
What the agent says
| Setting | What it does |
|---|---|
| Start message | The message the agent opens the conversation with. |
| Specific instructions | This changes the agent's prompt. Be careful: prompting is powerful, and an unlucky phrasing changes behaviour in every channel at once. |
What the agent may offer
| Setting | What it does |
|---|---|
| Agent mode | Which tools the agent gets: bookings (objects and availability) or events. Offering both leads to wrong tool choices, so choose deliberately. |
| Objects the agent may offer | Leaving it empty means all objects of the licence. A selection applies to the agent only, not to the regular booking flow. |
| Combinations the agent may offer | The same, but for combinations of objects. |
| Conversation expires after (hours) | After this many hours without a message, the next message starts a new conversation instead of resuming the old one. |
Establishing identity and being allowed to change things
These two are off by default, and deliberately independent: you can switch on verification without the agent being allowed to change anything yet.
| Setting | What it does |
|---|---|
| OTP verification tools active | Lets the agent send a one-time code by SMS or email to establish it is speaking to the right person, before it may move, change or cancel a booking. |
| Write tools active | Lets the agent move a booking, change participants or cancel after identity verification succeeded. |
| Contact verification validity (days) | How long a verified phone number or email address counts as proven before it has to be verified again. Choose this per type of organisation — a sports club and a care organisation want different periods. |
| Delivery event retention (months) | How long a bounce or complaint event is kept before it is cleaned up. Verification events — why a contact became verified — are never cleaned up, regardless of this setting. |
| Objects excluded from automatic refunds | For these objects the cancellation tool never calculates a refund automatically; a colleague reviews those cancellations by hand. |
Handing over to a colleague
| Setting | What it does |
|---|---|
| Hand over to a colleague | Off means the agent is explicitly told never to promise a hand-over, because it would have no way to deliver one. |
| Email address for hand-over | Separate multiple addresses with a comma. Without a valid address the hand-over tool is not offered. |
| Hand over through external agents too | A voice platform has a transfer tool of its own. Because both answer the same request ("I want to speak to someone"), the model picks one of them. Set this to own chat only when phone calls should be transferred rather than emailed. |
| Webhook token (support) | Shared secret for platforms that cannot send an Authorization header, such as the end-of-call transcript and the call events of colleague calling. Empty means those webhooks are refused. This field is for support. |
