AI settings
Open AI → Settings.
Personality
Tone preset, response length, personality traits, things to avoid, and free-text custom instructions. Custom instructions are the place for rules such as "always mention free delivery over 300" or "never discuss competitors".
AI agent on/off
Switch the AI off and every conversation goes to the team; you can set the message customers receive instead.
Ask Messenger & Instagram customers for a phone number
Off by default. When on, the AI asks once for a number after answering, so Instagram and Messenger contacts can be linked to the same person's WhatsApp or website record.
Image and document analysis
On by default. The AI looks at photos and PDFs a customer sends before replying, which costs vision credits. Turn it off and the AI only knows a file was attached and asks the customer to describe it; agents still see the files in the Inbox.
Redact own number
Hides your own WhatsApp number in AI replies, for workspaces that do not want it quoted back.
Voice notes
Choose whether voice notes are transcribed and answered by the AI or handed to a human.