Configure chat settings
Control how new conversations open, which prompts customers can select, and how voice input behaves.
Open Settings → Chat. This page controls how conversations appear. It does not control the primary model or the system instruction. Both sections have a Save Changes button. The settings do not save automatically. You need agent-edit access to change these settings.
Configure how conversations start
Under Chat Behavior, add up to five Initial Messages. Each message can have up to 500 characters. AgentStack shows the messages at the start of a new conversation. AgentStack also saves the messages in the conversation's history. If you leave a row blank, AgentStack omits it from the saved value.
Add up to four Suggested Messages. AgentStack shows them as clickable chips below the initial message. Each suggestion can have up to 60 characters. Use suggested messages for important customer questions, not internal instructions. If a suggestion is empty, AgentStack omits its chip.
Initial messages affect only the start of the conversation. They do not add facts to the agent's knowledge. Put facts in Sources. Put behavior rules in General settings.
Configure voice input
Voice Input is off by default. If you turn on Voice Input, choose a Max Recording Duration: 15, 30, 60, 120, or 300 seconds. The default duration is 60 seconds. Store Audio Recordings and Consent Notice are separate options. Both are off by default.
The UI reports voice usage as one credit for each 15 seconds. A recording under five seconds with no detected speech is free. If the organization has a clear reason to keep recordings, turn on Store Audio Recordings. Also make sure that the organization knows who can access the recordings.
Test the widget or customer channel. Then click Save Changes. Voice-chat presentation is separate from the Voice channel. The Voice channel controls live voice calls and their behavior.