# 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.

{% hint style="info" %}
Keep workspace instructions concise, usually under 1000 English words.
{% endhint %}

### 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:

```json
{
  "symptoms": "user's reported issue",
  "troubleshooting_steps": "troubleshooting actions already taken"
}
```

The interaction limit lets you escalate automatically after too many unresolved back-and-forth messages.

For deeper handoff setup, see [Streamline with Human Team](/tutorial/streamline-with-human-team.md).

### 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.

This helps Aissist summarize and use platform-provided user details correctly.

Example:

> "Summarize user's name, email, and order history including order number, line items, tracking URL, and shipping address."

#### 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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