Configuration
Chat Profiles
Human-agent profiles for handover, members, quick replies, and transfers.
Chat Profiles define how human operators handle live chat. Each profile has members, tags, quick replies, transfer targets, and optional AI reply suggestions. Agents hand conversations to a profile with chat handover; operators work from the profile’s settings.
Use them when an AI agent should escalate to a person, or when teams need shared replies and transfer paths.
When to use
- Hand a conversation to humans from an agent (chat handover)
- Organize operator teams with tags and transfers between profiles
- Offer predefined quick replies (text, file, or location)
Create a chat profile
Open Configuration → Chat Profiles and choose Add Profile.
- Enter Name (required) and optional Description.
- Open the profile and configure the tabs below.
| Tab | What you configure |
|---|---|
| Settings | Name, description, tags, AI suggestions on/off (+ Configure), delete |
| Members | Workspace users who belong to this profile |
| Quick Replies | Canned replies: text, file (workspace file), or location |
| Transfers | Other profiles this profile can transfer a chat to |
AI suggestions
When enabled on a profile, configure:
| Setting | What it does |
|---|---|
| Provider / Model | LLM connected service and model |
| Temperature | 0–2 |
| Messages to consider | 3–50 recent messages |
| Suggestions count | 1–6 |
| Custom prompt | Optional extra instructions |
Hand over from an agent
In the agent builder, use chat handover (tool or block) and set a chat profile. Optionally target a specific member (userId). The agent run waits until a human releases the conversation.
You can also mention a profile in Task with @chat_profile:… as a prompt reference.
Limits
- Handover needs a valid profile; members must be assigned for humans to pick up work.