Your agent's settings
Every field on the Agent settings page, what it changes, and when it is worth touching. Most of them you can safely ignore. The two email addresses are the pair people ask about most, so they come first.
The two email addresses
There are two, and they do opposite jobs. Filling in the wrong one is the most common setup mistake, so it is worth thirty seconds now.
Escalation email: private, for you
Where we send things. Captured leads and the transcript of any conversation your agent hands over to a human arrive at this address. It is never shown to a visitor and never given out by the agent, so a personal inbox is perfectly fine. If you only fill in one field, make it this one, because without it a captured lead has nowhere to go.
Public contact email: public, for your visitors
What your agent tells people when they ask how to reach a human. It is also shown if your agent runs out of message credits for the month. This should be an address you are happy to see published, because in effect it is: support@ or hello@ rather than your own inbox.
Leaving it empty is a valid choice. Your agent will then offer to take the visitor's email address instead of giving one out, and you get a lead rather than an inbound message. What it will never do is guess an address off your website, because a guessed address that bounces is worse than no address.
The short version: escalation email is where your agent writes to you. Public contact email is what your agent reads out to a stranger. They can be the same address if you genuinely do not mind, but most people do not want a personal inbox handed to the internet.
About your business
The big text box. Your agent treats this as ground truth, above anything it read on your site, so it is the right place for things that are true but not written down anywhere: your refund window, your delivery times, that you do not ship to certain countries, the question customers always ask that your website never quite answers.
Write it as plain facts rather than instructions about tone. Keep it current, because when it disagrees with your website the agent believes this box.
Name and greeting
The name appears as the agent's own, and the greeting is the first line a visitor sees before they have typed anything. A specific greeting outperforms a friendly one: "Ask me about delivery, returns or sizing" gets more use than "Hi! How can I help you today?", because it tells people what this thing is actually good for.
Accent colour
The colour of the launcher and the visitor's own messages. The preview beside it is live, and we work out the text colour for you: white on darker accents, near-black on lighter ones, so the result stays readable whatever you choose. If a colour would be hard to read, the page says so rather than letting you ship it.
Things that live elsewhere
Two settings people look for here are on other pages. Which pages your agent reads, including the box for pages to skip and how often it re-reads your site, is under Knowledge and is covered in what your agent knows. Recognising logged-in customers, including the signing secret, is under Install and is covered in recognising your logged-in customers.
Still stuck?
Ask the agent in the corner of this page. It has read these guides, and if it cannot answer it will pass the question to a person rather than guess. Or write to support@aisupportforge.com.