Agent settings: model, tone, instructions and conversation mode

Configure your Helpnest agent's AI model, tone of voice, answer length, welcome message, custom instructions, conversation mode, and handoff alerts.

Open an agent and go to Settings. Changes apply to new messages right away.

General info

Name, subtitle, and logo appear in the chat header.
Handoff email: when a visitor asks for a person, Helpnest emails this address with a link to the conversation.

Setting	Options
AI model	9 models from Google Vertex AI, Anthropic, Parasail. See models and credits.
Tone of voice	Professional, Friendly, Casual, Formal, or Empathetic.
Answer length	Short (one to three sentences), Medium, or Detailed.
Time zone	Used for business hours and when visitors ask about opening times.
Welcome message	The first message visitors see. Up to 500 characters.

The agent always replies in the language the customer writes in.

Mode	Behaviour
Chat first	Visitors chat right away. The agent asks for their email after the first answer.
Form first	Visitors share their name and email before chatting.
Chat only	Never ask for contact details.

Collected details appear in Leads.

Instructions are rules the agent always follows, up to 4,000 characters. For example:

Example instructions

Only answer questions about Cosverse AI.
For billing email changes, hand the conversation to a teammate.
Never ask customers to share passwords.

Paid plans can remove the “Powered by Helpnest” label. You can also turn on a sound for new replies. Visitors can mute it from the chat menu.

Last updated October 30, 2026