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Chat settings

Chat settings configure how the agent behaves on the web chat channel. They are defined in chat/configuration.yaml.

Location

chat/configuration.yaml

What chat settings control

  • Greeting

    The first message the agent sends when a chat session starts.

  • Style prompt

    Channel-specific instructions that shape how the agent writes in chat.

Greeting

The greeting is the first message the agent sends when a chat session starts.

Fields

Field Required Description
welcome_message Yes Text of the greeting. Supports {{attr:...}} and {{vrbl:...}} references.
language_code Yes BCP-47 language code, for example en-GB or en-US.

Example

greeting:
  welcome_message: Hi there! How can I help you today?
  language_code: en-GB

Style prompt

The style prompt contains channel-specific instructions that shape how the agent writes.

Use this for chat-specific guidance such as:

  • keeping responses concise
  • using bullet points for lists
  • adjusting formatting for readability

This is separate from the agent’s broader personality. Use it to control how the agent communicates specifically in web chat.

Fields

Field Required Description
prompt No Free-text style instructions. Resource references are not allowed.

Example

style_prompt:
  prompt: You are a helpful and professional web chat assistant. Keep responses concise and use formatting where appropriate.

Keep chat guidance channel-specific

Use the style prompt for instructions that only apply to chat, such as formatting, brevity, or written tone. Use agent settings for broader identity and behavioral guidance.

Full example

greeting:
  welcome_message: Hi! How can I help you today?
  language_code: en-GB
style_prompt:
  prompt: You are a helpful and professional web chat assistant. Keep responses concise.