> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/tutorial/tune-aissist-behavior/configure-workspace-settings.md).

# 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.

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:

1. Verify what information Aissist needs from **Session Context**.
2. Write a clear summarization instruction for that information.
3. 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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