Airgentic Help
Desk settings is where admins configure how Human Handoff behaves for each service: operating mode, staffed hours, auto-assign, wait-time colours, and saved replies.
Open it with the Desk settings button in the top-right of the Human Handoff screen.
Only Customer Admins (and above) can change these settings. Staff with the Agent role can work the inbox but cannot edit them.
Each service can be set to one of three operating modes using the button group next to its name. If you have multiple services, an Apply to all services bar appears at the top of Desk settings to change every service at once.
| Mode | Description |
|---|---|
| AI Only | The AI handles all conversations. Human handoff is not available to customers and agents cannot intervene. |
| Human-Supported AI | The AI replies as normal, but human agents can monitor conversations, take over, and receive escalation requests. This is the standard handoff mode. |
| Human Only | The AI is fully disabled. After the customer's first message they see a short holding notice (“A human assistant will be with you shortly.”) until a human agent replies. |
By default the AI keeps only a short working history so the model does not get confused. Turn on Store full conversations (per service, or for all services at once) if agents will take over chats. The extra copy is text-only and is discarded a couple of days after the session ends.
Enable this before agents start taking over. Conversations that were already long while the setting was off cannot recover the turns the AI has already dropped.
When a service is in Human Only or Human-Supported AI, an Auto-assign switch appears next to the mode controls. It is off by default.
With Auto-assign on:
An agent is available only while they have the Human Handoff page open and the Available toggle is on. Auto-assign fills My chats up to 10 concurrent claims. An agent at that cap is skipped until they hand a chat back, transfer it, or go Away. Manual Take over from Queued can exceed the cap.
If nobody is free, the conversation stays in Queued. The next time someone has capacity, the oldest waiting conversation is assigned. Agents can still Take over an unclaimed card themselves. Assignment does not expire after a few minutes of idle time.
Auto-assign never opens the transcript. The agent gets a toast, a sound, and an unread mark on the My chats row. Switching rows never notifies the customer.
Only admins can change modes or the Auto-assign switch. Agents can see the setting but cannot edit it.
Admins can put a service on a weekly schedule. Open Hours next to the mode radios (or the Hours control on the Apply to all bar). Typical hours are Monday–Friday 09:00–17:00 in a chosen timezone.
Turn on Use a weekly schedule, then set:
| Setting | What it does |
|---|---|
| Timezone | The clock the hours follow (Sydney, London, New York, and other common zones). |
| Start / End | The daily window. Overnight windows (for example 22:00–06:00) are not supported. |
| Days | Which weekdays the window applies to. |
| In hours | Mode while the desk is open. Default is Human-Supported AI; Human Only is also available. |
| Outside hours / holidays | Mode at night, on unselected days, and on closed dates. Default is AI Only; Human-Supported AI is also available. |
| Closed dates | Single days or inclusive ranges (for example a campus shutdown), with an optional label. Public holidays are not imported automatically. |
The preview at the bottom of the modal shows whether the schedule is on and what the live mode would be now.
The radios still show the live mode. Clicking a radio while a schedule is on does not rewrite the saved hours. You are asked how long the override should last:
Turn the schedule off to go back to a manual mode; the desk keeps whatever mode was live at that moment.
That Hours control is a service-wide override. A playbook can overlay a different mode for one session (for example Human-Supported AI on a campaign landing page while the weekly schedule is AI Only). The Hours override still wins over a playbook overlay. Playbook When conditions that match hours use the schedule result before that overlay.
Apply this schedule to all services copies the same hours everywhere. Uncheck it to Save to a single service from the picker.
Only admins can edit hours. Agents can see the live mode but cannot open or change the schedule.
Queued conversations on the inbox turn amber, then red, as the customer waits for a person. The wait is measured from the customer's last message — the same clock the queue uses to decide who has been waiting longest.
Click the stopwatch icon next to the service in Desk settings. Set:
| Threshold | Default | What the agent sees |
|---|---|---|
| Amber after | 2 minutes | The card and wait chip turn amber. |
| Red after | 5 minutes | The card, wait chip, and queued bucket count turn red. |
Times are whole minutes between 1 and 240, and amber must be lower than red. Use defaults restores 2 and 5. The stopwatch stays highlighted when a service is not on the defaults.
These colours are a triage signal for agents. They do not auto-assign, page anyone, or change the AI.
See Wait-time colours on the desk guide.
Saved replies are ready-made answers agents can insert from the composer (or by typing /). Markdown is supported.
Click the quote icon next to the service in Desk settings (or Manage saved replies from the Replies menu). For each service you can:
{visitor_name}, {agent_name}, and {service_name}.Up to 100 replies per service, with a title of 80 characters and a body of 4,000 characters.
Agents can use saved replies; only admins can add or change them.
How agents insert them: Saved replies.
Give live-support staff the Agent role in User Management instead of Customer Admin.
Agents:
You can scope an Agent to all services or to specific services, the same way as Analyst. Admins still change desk settings; agents work the inbox.