Models and AI settings

Everything about which model the AI uses lives in Settings → AI, in the AI replies card. How the AI talks and when it hands over are on the Instructions page instead. Owners and admins can change these settings. Agents can see them.

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Turn the AI on

The Get started page’s AI step does the same thing in one screen and turns the AI on when you finish it.

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What “off” means

• A new chat started while the AI is off goes straight to your team, and round robin assigns it if you use it (see Assignment).
• A chat the AI was already answering is handed to your team on the visitor’s next message. The visitor sees the usual handoff notice, and the reason is “AI replies are turned off.” Reports don’t count this as the AI handing off.
• The AI chats on the Agent page (editing a task, action or widget by chat) need the AI on. They say “Turn on the AI first” otherwise.

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Providers

The provider is workspace-wide: every AI job runs on it.

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Choose a model

Model is optional. Leave it empty to use the provider’s default, shown as the placeholder. Type any model id the provider serves to use that one instead (up to 100 letters, digits and . : / @ - _). The Instructions page shows the model that replies to visitors, read-only, with this month’s reply count.

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Model per job

Every AI call names its job. Open Advanced: model per task to give a job its own model from the same provider, for example a small fast model for nudges. How a job’s model is picked:

1. The model you typed for that job, if any.
2. Else the job’s own default for the provider. Only Agent page editing has one: gpt-6-astra on OpenAI and ChatGPT, because it writes whole files. Its field shows this as the placeholder.
3. Else the workspace model above.

If the provider rejects a job’s model as unknown (a typo, or a model your account doesn’t serve), that call is retried once on the workspace model, so a typo doesn’t break nudges or briefs.

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Monthly reply cap

Monthly reply cap limits how many replies the AI sends to visitors in a calendar month (UTC). The default is 2,000. Any whole number from 0 to 1,000,000 works; 0 stops the AI replying at all. Only the AI’s replies in live chats count toward the cap. Briefs, topics, follow-up questions, tests and editing don’t. When the cap is reached:

• The AI never goes silent. Its next chat is handed to your team, and the visitor sees “Our assistant isn’t available right now, but a teammate will reply right here.”
• The Agent page’s AI chats stop until next month.
• Topic labels and suggested-question drafts are skipped, nudges and AI-written page openers fall back to a fixed line, and issue drafts use a template.

The counter resets at the start of each month.

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Usage

The card’s header and the Instructions page show this month’s replies against the cap. The desk also adds up input and output tokens per month for visitor replies, topic labels, suggested-question drafts, task test chats and Agent page edits.

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Keep it in git

Below the AI replies card, Keep it in git has the commands to pull the agent’s files into a checkout of the repo, run the tests and push them back. See Agent as code and the CLI. Whether the AI is on, the model, the model per job and the monthly cap are also in desk.yaml under ai; the card’s Also in desk.yaml · View code link opens it. The provider, keys and the ChatGPT sign-in stay out of the file. See desk.yaml.