Configuration

Go to AI Agent > Configuration to update the settings you chose during onboarding and fine-tune Rian's behaviour.

Strategy settings

These mirror the onboarding questions and can be updated at any time:

Audience profile: who your customers are (B2B SaaS users; Developers; Non-technical business users; Consumers).

Primary language: the language Rian responds in (English; Spanish; French; German; Multiple Languages).

Escalation topics: topics Rian should always hand off to a human (Billing disputes; Legal questions; Enterprise account issues; Refund requests; or None).

Resolution definition: what success looks like for your team (Customer resolved without a human; Customer was routed to the right person quickly).

Knowledge base

Rian uses your Storage content to answer questions. Add documents, index your site, or write articles from Storage in the sidebar.

Handoff behaviour

Rian escalates a conversation when:

• The customer explicitly asks for a human
• The message matches a configured escalation topic
• Rian fails to resolve after multiple attempts

When no agents are online, the conversation is queued and the customer sees your offline message.