Configure agent behavior
Set how the agent greets leads, when it works, and when it pulls you in.
Behavior settings are org-wide rules that shape every conversation. Your personal voice (how the agent sounds on your number) is separate — see Voice & behavior settings. Configure both under Settings → Behavior and Settings → Voice.
Greeting
The first thing a new lead hears. Keep it warm and specific — mention who you are and invite the one detail you most want (budget, area, or timeline). The agent takes it from there.
Business hours
Set the hours your team works. Outside them, the agent still replies instantly but sets expectations honestly ("a specialist will follow up in the morning") instead of implying someone's about to call.
Handoff policy
Decide how eagerly the agent escalates. A tighter policy hands off sooner (better for high-touch, high-value sales); a looser one lets the agent qualify further before pulling a human in. The agent always hands off when a lead explicitly asks for a person. See Handoffs & escalation.
Escalation routing
Choose where handoff notifications go. Connect Slack (Set up Slack notifications) so the right person is pinged the moment a lead needs attention.
Follow-ups
Enable automatic follow-ups so the agent nudges a lead who went quiet — after a delay you set — instead of letting a warm lead go cold. It stops as soon as the lead replies or you take over.