Settings

Open an AI agent and click Settings in the sidebar. The page has seven tabs: General, Voice, Email, Helpdesk, Custom domains, Webhooks, and Notifications.

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General

The General tab has three cards: Agent details (Agent ID, Size, Name), Credits limit, and Danger zone (Delete all conversations, Delete AI agent). In the Credits limit card, enable Set credits limit on AI agent to cap how many of the workspace’s credits this AI agent can consume. DANGER ZONE The actions done in the section aren’t reversible. If you deleted the AI agent or the conversations, you can’t retrieve them moving forward.

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Voice

This section allows you to configure how your AI agent sounds and behaves during voice conversations.

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Credit Usage

Voice sessions consume credits based on two components:

• AI agent voice: Every voice session consumes 6 message credits per minute. This is a per-minute cost regardless of the actual messages exchanged.
• AI model: Each response from the AI agent during a voice session consumes message credits based on the model used, just like in text conversations. See the full list of models and their message credit costs.

The total credit cost of a voice session is the sum of both components.

Pricing Example

Suppose your voice AI agent uses GPT-5.6 Luna (1 message credit per request).If a user has a 10-minute voice call with 15 AI requests:

Component	Calculation	Message Credits
AI agent voice	10 min x 6 credits/min	60
AI model (GPT-5.6 Luna)	15 requests x 1 credit/request	15
Total		75

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Voice Model

Select the AI model used specifically for voice sessions. This model is separate from the one used for text-based conversations and only applies when users interact with your AI agent through voice. You can also adjust the Temperature to control how creative or reserved the AI agent’s responses are during voice conversations.

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Transcriber

Choose the model used to transcribe user speech during voice conversations.

• Language: The language used to transcribe user speech. Select Multilingual (auto-detect) to let the transcriber detect the language automatically, or pick a specific language to improve accuracy.
• Model: The speech-to-text model that converts user audio into text. Each model supports a different range of languages.
• Silence Threshold: Seconds of silence before the AI agent considers the user has finished speaking. Lower values switch turns faster but may cut off pauses mid-thought.
• Noise Sensitivity: Controls how loud audio must be to count as speech. Lower values pick up quieter speech but are more sensitive to background noise. Higher values filter out noise but may miss soft-spoken users.

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AI Agent Voice

Choose a voice for your AI agent and fine-tune how it sounds during voice conversations. Click on the voice selector to open the voice picker, then fine-tune how the selected voice sounds. The available controls depend on the voice you picked, some voices expose sliders such as speed, stability, and similarity, while others let you describe the desired delivery. A few examples:

• Speed: Controls how fast or slow the AI agent speaks. Adjust the slider between slower and faster to match your preferred pace.
• Stability: Determines how stable the voice is. Lower values introduce a broader emotional range, while higher values produce a more consistent, monotone delivery with limited emotion.
• Similarity: Determines how closely the AI adheres to the original voice when replicating it. Higher values result in a closer match to the selected voice.
• Voice instructions: For voices that support it, enter a short prompt describing the tone, style, or dialect you want the AI agent to use when speaking.

Make sure to click Save on the voice card to apply your changes.

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Selecting a voice

The voice picker has two tabs: All voices for browsing pre-recorded voices, and Custom voice for bringing a custom voice from a supported provider. Under All voices, you can search by name and filter voices by language, accent, age, and gender. Each row shows the voice’s supported languages and a Preview language dropdown, pick a language and click the play button to hear a sample of the voice speaking it. Select a voice and click Confirm voice to apply it to your AI agent. Under Custom voice, you can add a custom public voice that isn’t in the pre-recorded list by referencing it directly from your provider:

• Provider: The voice provider that hosts the custom voice (for example, ElevenLabs).
• Voice ID: The identifier of the voice in the provider’s account. Paste it in and click Add voice to make it available for selection, then click Confirm voice to apply it to your AI agent.

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Using Dialects and Regional Accents

Some voices support custom dialects and accents through Voice Instructions. Look for voices marked with the ✨ sparkle icon. These voices can adapt their accent, dialect, pacing, and speaking style based on the instructions you provide. After selecting the desired voice, in the Instructions field, describe how you want the voice to sound. Recommended Settings

• Transcriber: Soniox
• Voice LLM: GPT-5.6 Luna or Gemini 3.5 Flash

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Messages

Configure the initial greeting and error messages for your voice AI agent.

• Initial message: The first message the AI agent speaks when a voice session begins. If left empty, the voice AI agent will wait for the user to speak first.
• Error message: The message played if the voice session encounters an error. If left empty, the default error message “The voice session encountered an error. Please try again.” will be used.

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Session Configurations

Control how the AI agent handles interruptions, silence, and text input during active voice calls.

• Allow interruptions: When enabled, users can speak over the AI agent to interject mid-response. Disable this if you’d prefer the AI agent to always finish speaking before listening for the user’s next turn. Defaults to enabled.
• End conversation after silence: The number of seconds of inactivity after which the call is automatically ended. Useful for closing out abandoned sessions and avoiding unnecessary credit usage. Defaults to 300 seconds.
• Allow text input during voice calls: When enabled, users can type messages mid-call alongside speaking. Helpful for entering details that are easier to type than to say, such as names, emails, or URLs. Defaults to disabled.

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Recordings

Enable recording of voice sessions for quality review and training purposes. You can also toggle Retain voice recordings forever to keep recordings indefinitely, or set a custom retention period.

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Limits

Control session volume and duration to manage costs and performance.

• Max no. of concurrent voice sessions: The maximum number of voice sessions that can run at the same time. If left empty, your plan’s default limit will apply.
• Max call duration: The maximum length of a single voice call in minutes. The default is 15 minutes.
• Allowed no. of daily calls: The total number of voice calls allowed each day. If left empty, your plan’s default limit will apply.

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Email

The Email tab has two cards:

• Agent email address - your AI agent’s dedicated agent@….chatbase-mail.com address for receiving and replying to customer emails, with a copy button next to it.
• Email configuration - the addresses on your own domains that send and receive email. Click New email address to add one. Existing addresses are listed under their domain, with the domain’s authentication status, each address’s Automatic forwarding status, and edit and delete icons per row.

See Email settings for the full setup walkthrough.

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Helpdesk

The Helpdesk tab has its own sub-navigation. Each entry opens the settings for one part of your helpdesk:

• Email - the address that receives tickets and sends replies, and who is alerted about delivery failures. See Email sub-tab below.
• Members - every AI agent with their teams and availability status. See Assignment algorithm.
• Teams & assignment - create teams and set each team’s auto-assignment rules. See Teams.
• Scheduling - shifts, AI agent schedules, and time off. See Scheduling.
• Triggers - automation rules that run when tickets are created or updated. See Triggers.
• Ticket statuses - add your own statuses alongside the built-in ones. See Helpdesk overview.
• Tags - define the labels your team applies to tickets. See Tags.
• Translation - detect and translate customer messages automatically. See Translation.
• AI draft replies - generate suggested responses that AI agents review before sending. See AI draft replies.

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Email sub-tab

The Email sub-tab opens on the Configuration card, which controls which addresses receive and create support tickets:

• Helpdesk email address - the address tickets arrive at and replies are sent from. Until you add your own domain, this is the auto-generated Chatbase address (agent@….chatbase-mail.com), shown with a copy button next to it. Click Configure email settings to add and verify your own domain so replies come from your email instead. Once you have verified addresses, this card lets you pick one or more of them as helpdesk inboxes. See Email settings.
• Deliverability alert contact - the team member who is notified when outgoing helpdesk emails bounce or fail to deliver. Defaults to None, in which case nobody is alerted.

Click Save to apply your changes. Below the Configuration card are three more cards, each with its own Save button:

• Display name - the name recipients see in the “From” field: the responding support associate’s name, or a custom name. See Display name.
• Signature - a rich-text signature appended to every email your helpdesk sends. See Email signature.
• Preview - a sample email showing how the sender name, address, and footer will look to recipients. See Preview.

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Custom domains

White label the embed script so it loads from a domain you own instead of a Chatbase URL. See Custom domains.

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Webhooks

The Webhooks tab POSTs AI agent events and helpdesk trigger notifications to your own endpoints. It has two cards:

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Event webhooks

Fires a POST when a subscribed event occurs. Today the available events are custom form submissions, so the Events list is empty until you create and enable at least one custom form action.

1. Under Events, tick the form submissions you want to listen for.
2. Enter the URL that receives them in Endpoint.
3. Click Create webhook.

Each webhook you create is listed below the form with its endpoint and subscribed events. Use the ⋯ menu on a row to edit or delete it. When a user submits a subscribed form, Chatbase sends a POST request containing the form data to your endpoint. Use it to integrate with third-party services, store submissions in your own systems, or trigger custom business logic. See Webhooks integration for the payload.

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Helpdesk webhooks

Reusable connections that helpdesk Triggers POST to when their conditions match. Click Create webhook on the card and set the endpoint URL, optional custom headers, and a request body template (insert ticket fields with {{ticket.*}} placeholders). When you create one, Chatbase shows a signing secret once - every delivery carries an X-Chatbase-Signature header your endpoint can verify with it. Existing connections are listed on the card, where you can edit or delete them. To actually send a webhook, pick the connection in a trigger’s Send webhook action.

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Notifications

From this page, you can configure the notifications you get from the AI agent. You can either opt for getting one email per day that contains all the leads submitted for that day. You can also opt for another email that sends you a daily email with the conversations done on that day.  You can add multiple email addresses to receive these emails if needed.