General Settings
The Settings tab is your agent's administrative control center. Here you configure the aspects that are not about intelligence, but about the operation of your business: hours, owners, and conversation categories.
1. Identity and Contact
In the top section, "Agent details," you define the public face of your AI:
- Avatar (Photo): The image your customers will see in chat (especially in Web Chat).
- Agent Name: The visible name (e.g., "Platica Support").
- Contact Information (Phone/Email): This data is useful when the agent needs to share company information, or when it's out of service and has to point to an alternative way to get in touch.
2. Owners
Who supervises this agent?
In the "Responsible users" field, you can select specific members of your team.
- Function: All conversations that come in through this agent will be assigned by default to these users in the Inbox.
- Benefit: Perfect if you have a "Sales" agent and want only your sales team to see those chats, keeping them separate from the support team.
3. Conversation Topics (Automatic Classification)
Platica doesn't just reply, it also organizes.
In this section you define the categories for your business (e.g., Sales, Technical Support, Billing, Complaints).
How does it work? The AI analyzes the content of the chat in real time. When the conversation ends (or once the reason has been identified), the AI automatically tags the conversation with the topic that best fits.
What it's for: This is essential for your reports. At the end of the month, you'll be able to filter the Dashboard to see how many "Complaints" vs. "Sales" conversations you had without having to count them manually.
4. Business Hours
Define the days and times when your human team is available to take escalations.
Set the Start and End time for each day of the week. Days you don't work (such as weekends) should be marked as "Closed."
Out-of-Hours Behavior
What should the agent do if a customer writes at 3 AM on Sunday? You have three strategies:
Limited Assistance (Recommended): The agent keeps answering general questions (prices, basic info) as usual. However, if the customer asks for human help, the agent will say: "There are no advisors available right now; our hours are 9 to 6."
Waitlist: The agent answers the basics, but any complex request is explicitly placed in a waitlist to be handled first thing on the next business day.
Out of Service: The agent is turned off. It can respond with a generic "We're closed" message or simply not respond until business hours resume.
Consistency: Make sure the hours you set here match what you told the agent in its Instructions (Prompt), so the agent doesn't promise human attention during hours when the system won't allow it.