Configure chat settings
Control how new conversations open, which prompts customers can select, and how voice input behaves.
Open Settings → Chat to configure conversation presentation rather than the primary model or system instruction. Both sections provide Save Changes controls; settings are not saved automatically. Changes require agent-edit access.
Start new conversations well
Under Chat Behavior, add up to five Initial Messages. Each can contain up to 500 characters. AgentStack shows them when a new conversation starts and stores them in that conversation’s history. Leave a row blank to omit it from the saved value.
Add up to four Suggested Messages to present clickable chips below the initial message. Each suggestion is limited to 60 characters. Use these for high-value customer questions, not internal instructions. Empty suggestions are omitted rather than becoming visible blank chips.
Initial messages influence the opening experience, not the agent’s factual knowledge. Put durable facts in Sources and behavior rules in General settings.
Configure voice input
Voice Input is off by default. When it is enabled, choose a Max Recording Duration of 15, 30, 60, 120, or 300 seconds; the default is 60 seconds. Store Audio Recordings and Consent Notice are separate options and both default off.
The UI reports voice usage as one credit per 15 seconds, while recordings under five seconds with no detected speech are free. Enable storage only when the organization has a clear reason to retain recordings and understands who can access them.
Save after testing the widget or customer channel. Voice-chat presentation is separate from the Voice channel, which controls live voice calls and their channel-specific behavior.