How AI controls work (usage view)

You maintain full control over the AI's actions, in Settings → AI Agent:

- Turn on/off the use of the knowledge base and AI response generation — per department and at any time. When reactivated, the next message already uses AI again.
- Define the agent's name and tone of voice.
- Configure automated messages (welcome, transfer, fallback, after hours).
- Define the hours the AI operates and escalation rules to human.

These controls exist so the AI always acts within what your company authorizes.