Text AI Account Settings

Quick Reference Keywords: Default Text Agent · Recent Opportunity Routing · AI Marks Conversations as Read · Excluded Tags · Escalation Alerts

Overview

Settings → Text AI controls account-wide text AI behavior that is not configured on an individual agent.

Default Text Agent

Choose which global text agent handles contacts who are not in an active journey. See Global AI Text Agents 101.

Recent Opportunity Routing

When enabled (with a day window), inbound messages from contacts who recently closed a journey opportunity can be handled by a different global agent instead of the default global agent. Details in Global AI Text Agents 101.

Enable AI for New Contacts

When on, new contacts start with text AI enabled (default, and recommened. subject to excluded tags and other rules).

Excluded Tags

Contacts with any of these tags will not be responded to by your AI agents. Manage tags on the contact; pick excluded tags here.

AI Marks Conversations as Read

Heading in UI: AI Marks Conversations as Read

• When enabled (default): AI responses automatically mark conversation threads as read
• When disabled: Conversations stay in their current read/unread state after AI sends a message
• Messages sent by a team member always mark the conversation as read
• Anyone can still manually mark a thread read/unread on Conversations

Use this when your team wants AI activity to leave threads unread so humans still triage them.

Escalation Alerts

Configure who gets notified when an agent escalates. Full guide: Escalation Tool.