AI behavior

What the AI does on new conversations, when it hands off, and how it speaks. Test changes safely in the playground before publishing.

AI replies

When off, the AI doesn't reply to any inbound message. Leads still land in your inbox — you reply manually.

Default AI mode

What the AI does on new conversations. You can override per case from the lead detail page.

Default mode for new leads
Auto: AI replies directly, hands off on the signals below. Off: AI stays silent, you handle every conversation manually.
AI model

The model running every reply. Premium = best multilingual + brand fidelity; switch down for cost or up for quality. Cross-border transfer (OpenRouter via US) applies to all options — covered in your DPA.

Model for AI repliesTest in the playground first; the change applies to every new conversation after Save.
anthropic/claude-sonnet-4-6Test in playground ↗
Voice settings

How the AI speaks — tone and what it cites. The AI replies in whatever language the lead writes in. Edit and test changes safely in the playground before publishing.

Current voiceCurrently live.
Lighthouse Helper Services house voice · liveOpen in playground ↗
Handoff signalsTest signals in playground ↗

When the AI hands the conversation to a human. Each signal can be turned off, but we recommend keeping them all on.

QualifiedRecommended
Hand off when all key questions have been answered and the lead looks ready to commit.
No longer wants a helper
Hand off when the lead says they've changed their mind or already found someone, so the AI stops following up.
Asks for a human
Hand off when the lead explicitly asks to speak to a person.
Frustrated or upsetSuggested
Hand off when the lead's tone turns negative — complaint, disappointment, anger.
Stuck on the same question
Hand off when the AI has asked the same qualifying question twice and not moved forward.
Conversation runs long
Hand off once the conversation passes a set length (default: 10 exchanges).
Out of scope
Hand off if the lead asks about something the AI shouldn't decide alone — refunds, special pricing, etc.
Can't find the answerSuggested
Hand off when the AI doesn't have a KB entry to back up an answer.
Follow up with quiet leads

When a lead stops replying, the AI checks back in on its own. Once it has tried the last time, the conversation goes to your team.

Follow up automaticallyWhen this is off, the AI never checks back in — a quiet lead simply waits in your inbox.
Wait between follow-upsHow long to wait before each follow-up.
hours
Only follow up betweenFollow-ups wait for these hours, so nobody gets a message in the middle of the night. An overnight span like 22:00 to 08:00 works too.
to
Give up afterStop after this many tries — the lead is then handed to your team.
tries
Leave old leads alone afterDon't follow up with leads quiet for more than this many days.
days