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AI policy

AI policy settings control how AI-assisted features communicate and use context.

AI policy settings preview with tone, instructions, and web search

AI-assisted agents can generate draft replies and improve a written response. Human agents review and send AI-assisted replies.

Tone and instructions

Section titled “Tone and instructions”

Admins can define AI tone and instructions where the current environment exposes configurable AI policy settings.

Use these fields to set practical rules for the way drafts should sound and what the AI should consider when writing support responses.

Section titled “Web search”

AI-assisted draft replies can use approved web-source context when web search is enabled.

Allowed web search domains should be bare domains such as docs.example.com or example.com, not full URLs.

Support agents should treat displayed web-search queries and sources as context used by the AI, not as proof that the answer is correct. Agents still review the final reply before sending.