Configure Workspace Settings
Last updated: May 14, 2026
Use Workspace to edit the global settings and instructions for a workspace.
These settings affect every conversation in that workspace.
Workspace tabs
Workspace settings are split into these tabs:
Setting
Character
Instruction
Context
Greeting
Escalation
Advanced
Setting
Use Setting for workspace-level defaults and controls.
This tab includes response language settings and workspace actions like clone, backup, and restore.
If Auto Language is enabled, Aissist detects the user's language automatically.
If your users mostly use one language, set that language instead.
Character
Use Character to define who Aissist is in this workspace.
Configure:
Business name and description
Identity
Purpose
Style
Give Aissist a friendly name in Identity if you want natural self-introduction.
Instruction
Use Instruction for global behavior rules.
These rules apply across all conversations in the workspace.
Global instructions usually fit into two types:
Generic — applies everywhere.
Examples:
be precise
keep replies under 75 words
use informal Dutch pronouns
Scenario-based — applies only in defined situations.
Examples:
if the user asks for a meeting, send the booking link
if the user asks for a human, explain the handoff
Use sub agents for workflow-specific behavior whenever possible.
Keep workspace instructions concise, usually under 1000 English words.
Context
Use Context for shared business facts.
Add details like support email, sales email, office address, or policy notes.
Keep this tab factual and reusable across conversations.
Greeting
Use Greeting to define how a conversation starts.
You can set:
a Greeting Message
a Greeting Acknowledgement
The greeting message is the opening message Aissist sends.
The greeting acknowledgement is a short notice or branding line.
Aissist can rephrase the greeting naturally, so replies do not feel repeated.
Escalation
Use Escalation to control when Aissist hands work to a human team.
You can customize:
the Escalation Scenario
the Escalation Summary
the Max Number of Interactions Before Escalation
The escalation scenario defines when handoff should happen.
Example:
"If the troubleshooting steps provided do not resolve the customer's issue, inform the customer that their case will be escalated to a specialized support team for further assistance."
The escalation summary defines the structured note left for the human team.
Example:
The interaction limit lets you escalate automatically after too many unresolved back-and-forth messages.
For deeper handoff setup, see Streamline with Human Team.
Advanced
Use Advanced for supporting instructions that shape response logic.
Tasks
Use Tasks to describe what the workspace should accomplish.
Example:
diagnose vehicle issues from user input
recommend the right repair service
Announcement
Use Announcement for temporary or urgent messages.
Examples:
service outage in one region
temporary support delay
holiday closure notice
User Context Guide
Use User Context Guide to tell Aissist how to read user attributes from the platform.
If you do not add instructions here, Aissist reads the metadata from the platform automatically.
You can review that raw metadata in Session Context on the session detail page.
If you add instructions here, Aissist summarizes the raw Session Context based on those instructions.
Use this field when you want Aissist to:
extract only the fields that matter
rewrite raw metadata into a shorter summary
derive a simple result from the metadata
Before writing the instruction:
Verify what information Aissist needs from Session Context.
Write a clear summarization instruction for that information.
Test new sessions to confirm the summary works as expected.
You can also ask Aissist to generate new information from the raw metadata.
Example:
"Summarize the user's name, email, and order history, including order number, line items, tracking URL, and shipping address."
Derived example:
"The warranty policy is valid for 2 years from the order date. Based on the order metadata, summarize whether the order is still within warranty."
Close Instruction
Use Close Instruction to define when Aissist should close the conversation.
By default, Aissist does not close tickets or conversations.
Example:
"Close the ticket once the user has confirmed their purchase and indicated no further assistance is needed."
When a ticket is closed, Aissist adds the ai_closed tag in the agent platform.
Language Detection Instruction
Use Language Detection Instruction when language choice needs extra guidance.
This is useful for mixed-language input or custom language markers.
Example:
"If the user message contains 'language:', use the language code or name that follows as the response language."
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