Agent Settings: Configure your AI Agent

The Agent Settings allows you to customize and control your AI agent's behavior, including how it tracks lead statuses and escalations. To access settings, go to the Agent section and click on Settings for the specific TailorTalk agent.

Lead Escalation Management

Escalation settings allow you to decide when a lead should be escalated to a human. This ensures that critical leads requiring personal intervention don't get stuck in automation.

Escalation rules

Escalation is built from rules. Each rule is one reason to hand a lead over, and who should hear about it. Rules appear as tabs above the editor — select a tab to edit that rule, use + Add rule to create another, and the × on a tab to remove one. How many rules you can create depends on your plan, the count next to Escalation Rules shows where you stand.

Each rule has four parts:

• Rule name: A short label for the rule, up to 40 characters — for example Collaborator Escalation or Sales Escalation. Select the rule's tab and click the pencil beside its name to set it. The pencil appears once the rule has a condition. Left blank, it is saved as Escalation 1, Escalation 2, and so on. The name is what you will see on a lead that this rule escalated, so a descriptive one is worth setting.
• Escalate when: The condition, in plain language, that decides when this rule fires — up to 200 characters. For example, escalate when a lead explicitly asks to talk to a human, or when their questions go beyond what the agent can answer. A rule with no condition is marked with a warning on its tab and blocks saving.
• Lock the Escalated Lead: When enabled, the agent stops replying to that lead after this rule escalates it, so a human can take the conversation over cleanly. This is set per rule.
• Notify: The team members alerted on WhatsApp when the rule fires, up to 5 per rule. Click + Add Team Member and pick from your team.

Who gets alerted

You pick people from your team rather than typing phone numbers. Anyone you want to alert must first be added under Organization Settings → Team Members with a WhatsApp number saved. See Team Members for how to add them.

When a rule fires

This setting applies to every rule on the agent, and decides how the people on a rule are alerted:

• Notify everyone: Alerts every member on the rule at the same time. The lead stays unassigned until someone picks it up. Good for small teams — under 5 people working the dashboard.
• One at a time: Alerts a single member per escalation, in rotation, and assigns the lead to whoever was alerted. Good for bigger teams — 5 or more people working the dashboard.

On the Leads page, hover the escalation icon on a lead to see which rule escalated it, or who it was assigned to when One at a time is in use.

Follow-up Configuration

Customize how your TailorTalk agent maintains contact with leads through automated follow-ups.

• Enable/Disable: Toggle follow-ups to activate automated lead engagement
• Follow-up Period: Set the time interval (in hours) between follow-up messages

Status and Custom Tags

Your TailorTalk agent can track lead statuses such as Converted, Hot, Warm, Cold, and Dead. Each status has a predefined meaning, but you can also customize them to better match your business needs.

• Custom Definitions: You can update how each lead status is defined based on your sales process.
• Manual Tags: These allow you to tag leads manually for better tracking and segmentation. For instance, you can create tags like Needs Demo or Budget Constraint. These tags help your team filter and prioritize leads accordingly.

These are your Sales statuses. Leads your agent reads as Support use a fixed pair, Open and Resolved, and leads it reads as Others get a short label the agent writes itself. Neither is configured here. See Categories and statuses for how the three fit together.

open and resolved are reserved, so avoid naming a sales status either of those - the same word cannot mean two things in one column.

Autolock

Define rules to autolock the leads.

• Enable/Disable: Toggle autolock to activate automated locking of leads that meet specified conditions.
• Autolock Condition: Define the conditions for autolocking leads.

For example:

1. When user is going off topic and have malicious intent.

Notification Setup

Configure where and how you receive notifications about lead activities and agent performance.

• Notification Triggers: Select the types of events you want to be notified about, such as Converted, Booking, etc.
• Admin WhatsApp Numbers: Define one or more WhatsApp numbers that should receive real-time notifications of these events.

Lead Ownership

Assign lead owners and define the allotment strategy for managing incoming leads.

• Lead Owners: Define a list of team members or owner email addresses who can be assigned to leads.
• Lead Allotment Strategy: Choose how incoming leads are distributed among the defined owners:
  • Assign Randomly: Randomly assign incoming leads to one of the defined owners upon creation.
  • Manually Assign: Leads start unassigned, allowing manual owner assignment directly from the Table.

Message Delay

Set the delay in seconds before the agent sends a reply, making conversations feel more natural and human-like.

Field: Message Delay (seconds)

• Default: 0 (no delay)
• Range: 0 to any number of seconds
• Recommended: 2-5 seconds for natural conversation flow

Purpose: Adds a realistic pause before responses, simulating the time a human would take to read and reply to a message.

Examples:

• 0 - Instant replies
• 3 - Natural conversation pace
• 5 - Thoughtful response timing
• 10 - Deliberate, careful responses

💡 Info: A slight delay (2-5 seconds) helps make the conversation feel more natural and less robotic, improving user experience and engagement.

Timezone Configuration

Set the local timezone for your agent to ensure that all time-based activities, follow-ups, and daily summaries are timed correctly for your business.

• Select Timezone: Choose your city or region from the dropdown to synchronize the agent's internal clock with your local time.