> For the complete documentation index, see [llms.txt](https://docs.maiagent.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.maiagent.ai/maiagent-user-guide/en/build/conversation-settings/platform-settings/function-settings.md).

# Feature Settings

Conversation platform feature settings: basic features, AI interaction features, Hook processing markers, tool display mode, question option display mode, AI awareness settings (system time, sender na

<mark style="color:blue;">Feature Settings</mark> has the most switches on the conversation platform settings page. It determines what users can do and see in a conversation, and what the AI knows when it responds. Web and API platforms have all six sections. The internal platform does not have “Question Option Display Mode.” Messaging platforms such as LINE and Microsoft Teams have only “AI Interaction Features” (<mark style="color:blue;">Enable OCR</mark>, <mark style="color:blue;">Reply Only When @Mentioned</mark>, and [platform-specific switches](#messaging-platform-switches)) and “AI Awareness Settings.”

{% hint style="info" %}
**Guide navigation**: This page is one step of conversation platform setup. For the complete text support launch process, see [Text Support: From Zero to Launch](/maiagent-user-guide/en/serve/text-service.md).
{% endhint %}

{% hint style="warning" %}
These settings **belong to each conversation platform, not to the AI agent**. If the same agent is connected to both Web and LINE, configure each platform separately. For the overall layout and how to access the settings page, see [Conversation Platform Settings Overview](/maiagent-user-guide/en/build/conversation-settings/platform-settings.md).
{% endhint %}

## 1. When to Use This <a href="#when-to-use" id="when-to-use"></a>

A clinic uses an AI agent on LINE to answer appointment questions. A patient asks, “Can I still book an appointment this afternoon?” The agent responds by asking, “What is today's date?” An administrator opens <mark style="color:blue;">Feature Settings</mark> for the LINE platform, enables <mark style="color:blue;">Use System Time in Responses</mark>, leaves the time zone set to Asia/Taipei, and clicks <mark style="color:blue;">Save</mark>. When asked again, the agent answers directly: “Today is Friday. The afternoon clinic starts at 14:00, and appointments are still available.” The agent's role instructions have not changed at all.

## 2. Basic Features <a href="#basic-functions" id="basic-functions"></a>

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-0c70e66268aa842a00483f1b0317c79433f6d409%2Fplatform-function-settings-handoff-context-usage.png?alt=media" alt="Basic Features section of Web platform feature settings, with six switches: Enabled, Allow File Uploads, Allow Conversation Sharing, Allow Font Size Changes, Enable Conversation Handoff, and Show Context Usage"><figcaption><p>Web platform Feature Settings: the last row of Basic Features contains Enable Conversation Handoff and Show Context Usage</p></figcaption></figure>

| Switch                          | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| ------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Enabled**                     | When turned off, the platform stops serving users, who can no longer send messages from its conversation page                                                                                                                                                                                                                                                                                                                                                             |
| **Allow File Uploads**          | Users can upload images or files for AI analysis during a conversation                                                                                                                                                                                                                                                                                                                                                                                                    |
| **Allow Conversation Sharing**  | Users can generate a link to share a conversation                                                                                                                                                                                                                                                                                                                                                                                                                         |
| **Allow Font Size Changes**     | The conversation window provides a font size control                                                                                                                                                                                                                                                                                                                                                                                                                      |
| **Enable Conversation Handoff** | When MaiAgent has enabled conversation handoff globally, Web Chat on this platform shows a handoff prompt bar once context usage reaches 80% and can generate a handoff summary card. The global switch is not in the admin console; contact MaiAgent. Turning this switch on has no visible effect unless the global feature is enabled. Off by default. See [Conversation Handoff](/maiagent-user-guide/en/work/maigpt/chat/conversation-handoff.md#enable-on-web-chat) |
| **Show Context Usage**          | Web Chat on this platform shows the context usage percentage below the input box. This is independent of conversation handoff; either feature can be enabled on its own. Off by default                                                                                                                                                                                                                                                                                   |

{% hint style="info" %} <mark style="color:blue;">Enable Conversation Handoff</mark> and <mark style="color:blue;">Show Context Usage</mark> appear only on Web and API platforms. The internal platform's settings page does not show these two switches. MaiGPT needs no configuration: context usage is always shown, and conversation handoff depends only on the global switch. For their effects during a conversation, see [Conversation Handoff](/maiagent-user-guide/en/work/maigpt/chat/conversation-handoff.md).
{% endhint %}

### Default Value and Toggle Permission for “Enabled” <a href="#activation-default-and-permission" id="activation-default-and-permission"></a>

* **Who can toggle it**: Any member who can edit the conversation platform can toggle <mark style="color:blue;">Enabled</mark>. That means the member's role has the <mark style="color:blue;">Conversation Platform</mark> permission and has <mark style="color:blue;">Edit</mark> permission for this platform under <mark style="color:blue;">Assign Conversation Platforms</mark>. Members with read-only permission cannot toggle it. For setup, see [Role Permission Management](/maiagent-user-guide/en/org/roles/role-permission.md#assign-inboxes) and [Role Resource Visibility Control](/maiagent-user-guide/en/org/roles/group-resource-visibility.md).
* **Default state for new agents**: When an agent is created or copied, the Web and API platforms generated automatically are enabled by default. An organization can change this so that newly created agents are not enabled by default and a member with permission must confirm and turn them on manually. This organization-level default is set by MaiAgent; contact your MaiAgent representative to change it. The change affects only agents created afterward; existing agents keep their current state. The internal platform is always enabled.
* **What visitors see when disabled**: Web Chat directly shows “This page is temporarily unavailable.” It does not first ask visitors to log in or fill in a pre-chat form.

## 3. AI Interaction Features <a href="#ai-interaction" id="ai-interaction"></a>

| Switch                                              | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| --------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Show Cited Documents**                            | List the knowledge base sources referenced in an AI response; users can click a citation node to view the document excerpt                                                                                                                                                                                                                                                                                                                                                                                                                      |
| **Allow Downloading Cited Documents**               | Users can download cited files                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| **Enable OCR**                                      | Recognize text in uploaded images so the AI can read screenshots or scans                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| **Show Thinking Process**                           | Show the AI's reasoning process in the conversation                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Allow Users to Adjust Reasoning Effort**          | Let users adjust the AI's reasoning depth in the conversation window. For the reasoning effort button to appear in the conversation window, **“Show Thinking Process” must also be enabled**, and the model used by the agent must support thinking. The agent's default level is set in [Create an Agent: Set Reasoning Effort](/maiagent-user-guide/en/build/agent/setup.md#thinking-effort); for how “Default” behaves in the user-side menu, see [MaiGPT Chat: Reasoning Effort](/maiagent-user-guide/en/work/maigpt/chat.md#deep-thinking) |
| **Show Knowledge Base File and FAQ Selection List** | Available only on the internal platform; on by default. When on, members in an internal conversation can select which of the agent's linked knowledge base files and FAQs to search for this query, and the agent retrieves only within the selection. When off, the list is hidden and the agent always searches all linked knowledge bases                                                                                                                                                                                                    |

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-cf55d79da78aa33d7ff99449439a86bc807ccced%2F%E4%B8%8B%E8%BC%89%E6%96%87%E4%BB%B6display.png?alt=media" alt="Conversation window showing cited documents and a download button"><figcaption><p>Conversation after Show Cited Documents and Allow Downloading Cited Documents are enabled</p></figcaption></figure>

Choose whether to expose citation information based on the use case: public customer support can show all citations to build trust; internal support can disable downloads to protect confidential documents; educational institutions can show learning resources for students to consult.

### Reasoning Effort Button in Web Chat <a href="#web-chat-thinking-effort" id="web-chat-thinking-effort"></a>

The reasoning effort button appears below the input box in Web Chat only when all three conditions are met: <mark style="color:blue;">Show Thinking Process</mark> is on, <mark style="color:blue;">Allow Users to Adjust Reasoning Effort</mark> is on, and the agent's model supports thinking.

The button shows the level currently applied to the conversation. When opened, the top of the menu contains <mark style="color:blue;">Default</mark> and <mark style="color:blue;">Off</mark> (shown only when the model can turn thinking off), and below them are the levels supported by the agent's model. After a visitor chooses a level, all later replies in that conversation use it. The agent's own default level is set in [Create an Agent: Set Reasoning Effort](/maiagent-user-guide/en/build/agent/setup.md#thinking-effort).

If the agent has a default level, “Follows agent settings” appears below <mark style="color:blue;">Default</mark> in the menu. If the agent has no level set, <mark style="color:blue;">Default</mark> is labeled <mark style="color:blue;">Default (no thinking · fastest)</mark> or <mark style="color:blue;">Default (model thinks on its own)</mark> according to the model's actual behavior; see [MaiGPT Chat: Reasoning Effort](/maiagent-user-guide/en/work/maigpt/chat.md#deep-thinking). Every thinking level is described as “Enable thinking: about 1–3 seconds more per model call, depending on the model.”

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-8996a41a29e59f76f010f4d0f5ca4f5c196551ea%2Fwebchat-thinking-effort-menu.png?alt=media" alt="Web Chat reasoning effort menu: Default (follows agent settings), Off (no thinking), and Low, Medium, High, Very High, and Max, each labeled “Enable thinking: about 1–3 seconds more per model call, depending on the model,” with Low currently selected"><figcaption><p>Web Chat reasoning effort menu: when the agent has a level set, “Default” shows “Follows agent settings”</p></figcaption></figure>

### Platform-Specific Switches for Messaging Platforms <a href="#messaging-platform-switches" id="messaging-platform-switches"></a>

On the <mark style="color:blue;">Feature Settings</mark> tab of messaging platforms such as LINE, Telegram, Microsoft Teams, Slack, and Viber, the “AI Interaction Features” section includes, besides <mark style="color:blue;">Enable OCR</mark>, switches that depend on platform capabilities:

| Switch                                                           | Platforms                                                                                                                    | Description                                                                                                                                                                                                                                                                                                                                                                                           |
| ---------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <mark style="color:blue;">Reply Only When @Mentioned</mark>      | Platforms with group chats (LINE, Telegram, and others; for Slack and LINE WORKS, the corresponding option at creation time) | In groups, reply only when @mentioned; one-on-one conversations are unaffected                                                                                                                                                                                                                                                                                                                        |
| <mark style="color:blue;">AI Assistant Thinking Animation</mark> | LINE                                                                                                                         | On by default. After a user sends a message, LINE shows a “thinking” loading animation while the AI generates a reply. It works only in one-on-one chats and does not appear in groups. For LINE, this switch is on the <mark style="color:blue;">Basic Settings</mark> tab; see [LINE: AI Assistant Thinking Animation](/maiagent-user-guide/en/build/choose-channel/line.md#line-loading-animation) |
| <mark style="color:blue;">Enable Typing Indicator</mark>         | Telegram                                                                                                                     | While the bot is preparing a reply, show Telegram's native “typing…” indicator                                                                                                                                                                                                                                                                                                                        |
| <mark style="color:blue;">Waiting Message</mark>                 | Microsoft Teams, Slack, Telegram, Viber                                                                                      | Send a text message first while the AI is still processing; see the table below                                                                                                                                                                                                                                                                                                                       |

Fields for the **waiting message**:

| Field                                                                    | Description                                                                                                                                                                            |
| ------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <mark style="color:blue;">Enable Waiting Message</mark>                  | After a user sends a message, send a notice first while the AI is still processing                                                                                                     |
| <mark style="color:blue;">Message Text</mark>                            | Required once enabled, for example “The AI is working on it. Please wait…”                                                                                                             |
| <mark style="color:blue;">Initial Delay (Seconds)</mark>                 | How many seconds to wait before sending the first notice; 1–3 seconds is recommended. If it is too short and the AI replies quickly, the notice looks unnecessary                      |
| <mark style="color:blue;">Repeat Interval (Seconds)</mark>               | While the AI is still processing, update the notice text every few seconds and include the elapsed seconds                                                                             |
| <mark style="color:blue;">Delete Waiting Message After AI Replies</mark> | After the AI reply is sent, delete the earlier notice. Works only on platforms that support deleting messages (Teams, Slack, Telegram); on Viber, the notice stays in the conversation |

{% hint style="info" %}
Web platforms do not have these switches: the waiting experience in Web Chat is controlled by [Response Waiting Style](/maiagent-user-guide/en/build/conversation-settings/platform-settings/loading-display.md).
{% endhint %}

## 4. Hook Processing Markers <a href="#hook-markers" id="hook-markers"></a>

When <mark style="color:blue;">Show Hook Processing Markers</mark> is enabled, the conversation displays a marker when a message is processed by a Hook, such as one that masks sensitive information. You can customize the marker text. For Hook configuration, see [Hook Message Interception](/maiagent-user-guide/en/build/hook.md).

## 5. Tool Display Mode <a href="#tool-display-mode" id="tool-display-mode"></a>

Choose one of three cards to control how much of an AI tool call (MCP or API) appears in the conversation window:

| Mode        | Effect in the conversation                                                       |
| ----------- | -------------------------------------------------------------------------------- |
| **Full**    | Show the tool name; users can expand it to see input parameters and the response |
| **Compact** | Show only the tool name and execution status                                     |
| **Hidden**  | Show no tool execution information                                               |

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-dd8f860d4bc6a6cb3fb321108c1d9485afea0a68%2Floading-10-tool-display-mode.png?alt=media" alt="Tool Display Mode in Feature Settings: Full, Compact, and Hidden"><figcaption><p>Choose one of three Tool Display Modes</p></figcaption></figure>

{% hint style="info" %}
The “Display Text” tab for an individual tool also has a display mode. It can follow the conversation platform setting or specify Full, Compact, or Hidden for that tool. See [Customize Tool Message Display](/maiagent-user-guide/en/build/tools/tool-display-settings.md). The text and waiting animation shown while a tool runs are configured in [Response Waiting Style](/maiagent-user-guide/en/build/conversation-settings/platform-settings/loading-display.md).
{% endhint %}

## 6. Question Option Display Mode <a href="#ask-option-display-mode" id="ask-option-display-mode"></a>

After an AI agent is configured with the built-in <mark style="color:blue;">Agent UI Question Tool</mark>, it can present a question to users during a conversation. For example, it can ask “Which topic would you like to learn about?” and offer several options, then continue based on the selected answer. This section controls how those options appear in Web Chat. Choose one of two cards, then click <mark style="color:blue;">Save</mark> for the whole page:

| Mode                 | Effect in the conversation window                                                                                                          |
| -------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| **Floating Buttons** | Options appear as a row of buttons above the input box, which remains usable. If a user types and sends a message, the options are ignored |
| **Option Panel**     | A panel of options covers the input area. The input box returns after the user answers or closes the panel                                 |

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-89bc073d6c90a1c02a4292b0f0477b4ea8c904ee%2Fplatform-settings-ask-option-display-mode.png?alt=media" alt="Question Option Display Mode in Feature Settings: Floating Buttons and Option Panel cards side by side"><figcaption><p>Question Option Display Mode: both cards show thumbnail previews; the selection is saved with the rest of the page</p></figcaption></figure>

A customer support manager's agent asks visitors to choose among “Product Features,” “Pricing Plans,” and “Technical Support” at the start of a conversation. After launch, a visitor says, “I want to type my question, but the option panel blocks the input box.” The manager opens <mark style="color:blue;">Feature Settings</mark> for that Web platform, selects <mark style="color:blue;">Floating Buttons</mark> under Question Option Display Mode, and clicks <mark style="color:blue;">Save</mark>. When visitors reopen the conversation window, the options appear in a row above the input box. They can click an option or type without first closing a panel.

{% hint style="info" %}
“Option Panel” is the default for both new and existing platforms. To use Floating Buttons, switch modes manually. This setting affects Web Chat on Web and API platforms only. Test conversations on the internal platform always use an option panel, so this section does not appear on its settings page.
{% endhint %}

### Have the Agent Ask Questions: Role Instruction Examples <a href="#ask-prompt-examples" id="ask-prompt-examples"></a>

To have an agent ask questions during a conversation, go to <mark style="color:blue;">AI Features</mark> → <mark style="color:blue;">AI Agents</mark>, then configure the built-in <mark style="color:blue;">Agent UI Question Tool</mark> on the <mark style="color:blue;">Tools</mark> tab. The tool tells the AI which fields each question supports. Role instructions only need to specify three things: **when to ask, what to ask, and whether to allow free-form input**. There is no “Allow Other” switch in the admin console; role instructions determine this, and the AI includes the setting each time it asks a question.

Fields available for each question:

| Field          | Purpose                                                                                                                                                   | If omitted                      |
| -------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------- |
| `label`        | Question text                                                                                                                                             | Required                        |
| `options`      | List of options; 2 to 5 recommended                                                                                                                       | Required                        |
| `multi_select` | Allow multiple selections                                                                                                                                 | Single selection                |
| `allow_other`  | Allow free-form “Other” input: the option panel adds an “Other” input box, while Floating Buttons changes the input placeholder to “Enter another answer” | Users can only choose an option |
| `skippable`    | Set to false to require an answer: the option panel hides “Skip,” and the Esc key does nothing                                                            | Can be skipped                  |

**Example 1: Clarify an ambiguous request (single selection)**

{% code title="Role instruction excerpt" overflow="wrap" %}

```
If a user's question could refer to several plans and you cannot tell which one to answer about, use the Agent UI Question Tool to clarify instead of guessing.
For example, if the user says “I'd like to learn about the plans,” ask “Which plan would you like to learn about?” with these options: Starter, Professional, Enterprise.
Ask at most 2 questions at a time, with 2 to 5 options each. Once you receive an answer, respond directly without asking the same question again.
```

{% endcode %}

**Example 2: Allow “Other” and multiple selections**

{% code title="Role instruction excerpt" overflow="wrap" %}

```
When asking about the user's industry, offer Finance, Retail, and Manufacturing, and allow them to enter “Other” (set allow_other to true).
When asking which features they want to learn about, allow multiple selections (set multi_select to true) and offer Knowledge Base, Workflows, Multilingual Support, and API Integration.
```

{% endcode %}

**Example 3: Ask only once at the start of a conversation**

{% code title="Role instruction excerpt" overflow="wrap" %}

```
In the first response of a conversation, use the Agent UI Question Tool to ask “Which topic would you like to learn about?” with these options: Product Features, Pricing Plans, Technical Support.
Do not ask another question proactively unless the user says “Choose again.”
```

{% endcode %}

**Example 4: Required question (cannot be skipped)**

{% code title="Role instruction excerpt" overflow="wrap" %}

```
Every quiz question must be answered (set skippable to false).
If the user types instead of selecting an option, or closes the question, explain in one sentence that an answer is required, then ask the same question again.
```

{% endcode %}

{% hint style="warning" %}
`skippable: false` affects only the “Skip” button and Esc key in the option panel. Users can still close the panel with ✕. Floating Buttons has no Skip button, and typing directly ignores the options. To make a question truly required, state in the role instructions, as in Example 4, that the agent must ask it again if the user does not answer.
{% endhint %}

Questions generated by the AI from these instructions look like this (assembled automatically by the AI for reference; do not put this in the role instructions):

{% code title="First question from Example 2" %}

```json
{ "id": "industry", "label": "Your industry?", "options": ["Finance", "Retail", "Manufacturing"], "allow_other": true }
```

{% endcode %}

After a user answers, Web Chat sends the response in the format “Q: question” and “A: answer.” Multiple selections are joined with “、”; a free-form “Other” answer uses the same format. To route responses based on the answer, use this format in the role instructions.

{% hint style="warning" %}
Do not write “Click Skip” or “Close the panel” in role instructions or question text: Floating Buttons has neither button. Sending a typed message ignores the options; if `allow_other` is enabled for the question, the typed message is treated as an “Other” answer.
{% endhint %}

## 7. AI Awareness Settings <a href="#ai-awareness" id="ai-awareness"></a>

AI Awareness Settings let an AI agent know the current time, whom it is speaking with, and where that person is. When enabled, the system automatically adds the corresponding information to the AI's context before every response. You do not need to change role instructions or connect another tool. Each platform has its own three switches. <mark style="color:blue;">Use System Time in Responses</mark> is on by default for newly created conversation platforms (including the Web, internal, and API platforms generated automatically when an agent is created, and every channel added through “Connect Conversation Platform,” such as LINE and Messenger). Turn it off in the creation form or settings page if you do not need it; existing platforms keep their current settings. <mark style="color:blue;">Use Sender Name in Responses</mark> and <mark style="color:blue;">Use Location in Responses</mark> are off by default.

| Switch                           | What the AI knows                                  | Suitable scenarios                                                                                                  | Available on             |
| -------------------------------- | -------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------- | ------------------------ |
| **Use System Time in Responses** | Current date, time, day of the week, and time zone | “What's today's date?”, “What time is it?”, “Are you still open?”, “What day of the week will it be in three days?” | All platforms            |
| **Use Sender Name in Responses** | The other person's name                            | Address customers by name; personalize greetings                                                                    | All platforms            |
| **Use Location in Responses**    | Coordinates shared by the user                     | “Which store is closest to me?”, “Is there a service location nearby?”                                              | Web, internal, API, LINE |

### Use System Time in Responses <a href="#system-time" id="system-time"></a>

Scroll to <mark style="color:blue;">AI Awareness Settings</mark> and enable <mark style="color:blue;">Use System Time in Responses</mark>. On Web and internal platforms, “Automatic Time Zone Detection” appears. The time zone comes from the user's browser, so no manual setting is needed.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-f80e6ae5991eb119fb801ca6d3edc1bce29eb546%2Fplatform-settings-ai-awareness-web.png?alt=media" alt="Web platform AI Awareness Settings showing Automatic Time Zone Detection after Use System Time in Responses is enabled"><figcaption><p>Web platform: when enabled, Automatic Time Zone Detection appears and uses the user's browser time zone</p></figcaption></figure>

On API and messaging platforms such as LINE, enabling this setting adds a <mark style="color:blue;">Time Zone</mark> dropdown. The <mark style="color:blue;">Current Time</mark> in that time zone appears below it for confirmation. The default is Asia/Taipei (Taipei time, UTC+8); search to switch to another time zone.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-80f6c52785087c7cdc14f27d91ad38093210dab4%2Fplatform-settings-ai-awareness-api.png?alt=media" alt="API platform AI Awareness Settings showing the time zone dropdown and current time after Use System Time in Responses is enabled"><figcaption><p>API platform: select a time zone manually; the current time in that zone appears below</p></figcaption></figure>

#### How the Time Zone Is Determined <a href="#timezone-resolution" id="timezone-resolution"></a>

The injected time is converted to the user's time zone. Its source depends on the platform:

| Platform                                                            | Time zone source                                                                                                                                                                       | Manual setting needed?                                                    |
| ------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------- |
| Web, internal                                                       | Automatically taken from the user's browser and included with every message                                                                                                            | No; the interface shows “Automatic Time Zone Detection”                   |
| API                                                                 | The caller includes `timezone` in the message metadata (IANA format, such as `America/New_York`); otherwise, the platform's <mark style="color:blue;">Time Zone</mark> setting is used | Recommended as a default when no time zone is supplied                    |
| Messaging platforms such as LINE, Microsoft Teams, Slack, and Email | Always use the platform's <mark style="color:blue;">Time Zone</mark> setting                                                                                                           | Yes; for a platform serving mostly overseas users, choose their time zone |

{% hint style="info" %}
Messaging platforms cannot obtain each user's time zone. If one LINE platform serves users in several countries, the AI can answer using only one fixed time zone. Consider creating a separate platform for each region.
{% endhint %}

Example of including a time zone in a message sent through the API:

```json
{
  "message": {
    "content": "What time is it?",
    "metadata": { "timezone": "America/New_York" }
  }
}
```

If the time zone string is invalid, the API rejects the request and returns a validation error.

### Use Sender Name in Responses <a href="#sender-name" id="sender-name"></a>

When enabled, the AI knows the other person's name and uses it when appropriate. The name comes from the contact on this conversation: the name shown under <mark style="color:blue;">Customer Conversations</mark> → <mark style="color:blue;">Contacts</mark>. On messaging platforms, the contact is created automatically from the user's display name; on Web platforms, the name comes from the logged-in user or the information entered in the [pre-chat form](/maiagent-user-guide/en/build/choose-channel/web-chat.md#pre-chat-form). If the contact has no name, the AI responds as usual.

### Use Location in Responses <a href="#gps-location" id="gps-location"></a>

When enabled, the AI uses the user's coordinates to give location-aware answers, such as recommending the nearest store. For Web Chat, the conversation window requests location permission from the browser and includes the coordinates with the message. On API platforms, the caller includes `latitude` and `longitude` in the message metadata. This switch is currently available on Web, internal, API, and LINE platforms.

## 8. Frequently Asked Questions <a href="#faq" id="faq"></a>

### Q: I enabled “Use System Time in Responses,” but the AI still gives the wrong date. Why? <a href="#faq-still-wrong" id="faq-still-wrong"></a>

First, confirm that you enabled the switch on the platform the user actually uses (for example, LINE rather than Web if the problem occurs on LINE). Then check the <mark style="color:blue;">Time Zone</mark> setting on the messaging platform.

### Q: Do I need to add “Today is \[date]” to the role instructions? <a href="#faq-prompt" id="faq-prompt"></a>

No, and it is not recommended. The system supplies the time automatically for every response. Hard-coding a date in the role instructions could give the AI two conflicting dates.

### Q: Does the AI call an external service to check the time? <a href="#faq-external" id="faq-external"></a>

No. The time comes from the platform server's clock, converted to the corresponding time zone and provided directly to the AI. No external API is called.

### Q: Is daylight saving time handled automatically? <a href="#faq-dst" id="faq-dst"></a>

Yes. Time zones are set using IANA names (for example, `America/New_York`), and the system converts daylight saving time changes automatically.

### Q: Is this time zone the same as the one for service hours in “Human Support Handoff Settings”? <a href="#faq-service-hours" id="faq-service-hours"></a>

No, they are two independent settings. The time zone here is used for the AI's responses; the service hours in [Human Support Handoff Settings](/maiagent-user-guide/en/build/conversation-settings/human-handoff.md) have their own time zone, which determines how human agents' working hours are evaluated.

### Q: If I hide the tool cards in “Tool Display Mode,” will the AI still use tools? <a href="#faq-tool-hidden" id="faq-tool-hidden"></a>

Yes. “Hidden” only stops the tool execution blocks from appearing in the conversation; it does not disable the tools. To prevent the AI from calling a specific tool, remove its configuration in the Agent's “Tools” settings.


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