Controlling How the AI Replies (Admins)
Set the assistant's name, what it may handle, and when it hands over to your team.
Go to Settings > Agent Controls (or Agent > Settings).
Assistant Name
Assistant Name is the name contacts see and hear, for example "Hi, this is Sam from Acme." Inside the CRM, the assistant is called Ava.
Operating Mode (per Channel)
Set separately for Email, SMS, WhatsApp and Voice:
- Autonomous: replies automatically when confidence and safety checks pass.
- Review Before Sending: creates a draft and waits for a person to approve it.
- Suggestions Only: suggests a response without creating or sending a draft.
Tip: start with Review Before Sending. Move a channel to Autonomous once you trust its answers.
Escalation Rules (per Channel)
Switch these on or off: negative tone, low confidence, unusual requests, one AI reply per SMS conversation, and the same question asked 3 or more times.
Always on: discount requests and orders above a set value. Sensitive topics, knowledge gaps, budget limits, message limits and paused channels always escalate too.
Sensitive Intent Rules
Add your own words or patterns that must always go to a person: Message Pattern, Match Type (Keyword, Starts with or Advanced pattern), then Add Rule.
Pausing the AI
Kill switches and the emergency stop are managed by Axiever support. To pause automatic replies for your company, set the operating mode to Review Before Sending or Suggestions Only.
Better Answers
The AI only answers from your approved knowledge base. See Building Your Knowledge Base.