> 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/serve/platform-settings.md).

# Messaging Platform Settings Overview

A map of the tabs on the conversation platform settings page: how to access it, what each tab controls, which tabs are available for each platform, and detailed pages for the five categories in the Ge

Each conversation platform (Web, Internal, API, LINE, Microsoft Teams, etc.) has its own settings for appearance, feature toggles, interaction behavior, human agent handoff, and permissions. These settings **belong to the conversation platform, not the AI assistant**. If the same AI assistant is connected to three platforms, it has three independent sets of settings. This page explains the structure of the settings page and what each tab controls. Each of the five categories in the General group also has a dedicated page with detailed information:

* [Basic Settings](/maiagent-user-guide/en/serve/platform-settings/basic-settings.md): Name, AI assistant, return URL, custom domain, allowed embedding domains, public access URL, and embedding
* [Appearance Settings](/maiagent-user-guide/en/serve/platform-settings/appearance-settings.md): Brand assets, display settings, and light and dark theme colors
* [Reply Loading Style](/maiagent-user-guide/en/serve/platform-settings/loading-display.md): Text narrative or brand animation shown while waiting for a reply
* [Feature Settings](/maiagent-user-guide/en/serve/platform-settings/function-settings.md): Basic features, AI interaction features, Hook processing indicators, tool display mode, question set option display mode, and AI awareness settings
* [Interaction Settings](/maiagent-user-guide/en/serve/platform-settings/interaction-settings.md): Welcome message, conversation starter questions, conversation display settings, satisfaction survey, and quota-exhausted message

For connection instructions for each platform, see the corresponding “Connect a Conversation Platform” page.

{% hint style="info" %}
When you create an AI assistant, the system automatically creates three built-in conversation platforms: <mark style="color:blue;">Web</mark>, <mark style="color:blue;">Internal</mark>, and <mark style="color:blue;">API</mark>. Before changing a toggle, make sure you are editing the platform that is actually in use.
{% endhint %}

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

A customer service manager connected the company’s AI assistant to its official website and LINE Official Account. After launch, a colleague reported, “The assistant can answer ‘What is today’s date?’ on the website, but on LINE it asks the user for the month and day.” The manager opened <mark style="color:blue;">Customer Service</mark> → <mark style="color:blue;">Conversation Platforms</mark> and found that <mark style="color:blue;">Use System Time in Responses</mark> was enabled for the Web platform but disabled for LINE. Each platform has its own settings. After enabling the toggle for LINE, confirming that the time zone was set to Taipei time, and saving the settings, the assistant could answer the date correctly on LINE without any changes to the assistant’s role instructions.

## 2. Open the Settings Page <a href="#open-settings" id="open-settings"></a>

Both of the following paths lead to the same settings page:

* **From the conversation platform list**: In the left menu, click <mark style="color:blue;">Customer Service</mark> → <mark style="color:blue;">Conversation Platforms</mark>. Find the platform you want to configure, then click <mark style="color:blue;">Edit</mark> in the <mark style="color:blue;">Actions</mark> column. If there are many platforms, use the filters above the list to narrow the results. For details, see [Filter the Conversation Platform List](#filter-platform-list) below.
* **From an AI assistant**: Go to <mark style="color:blue;">AI Features</mark> → <mark style="color:blue;">AI Assistants</mark>, select an assistant, and switch to the <mark style="color:blue;">Conversation Platforms</mark> tab. On the platform card, click <mark style="color:blue;">Platform Settings</mark>. When you are finished, use <mark style="color:blue;">Back to AI Assistant Settings</mark> at the top of the page to return to the assistant.

### Filter the Conversation Platform List <a href="#filter-platform-list" id="filter-platform-list"></a>

After an organization enables official built-in Agents, each Agent automatically includes Web, Internal, and API conversation platforms. These appear in the same list as platforms for custom AI assistants. You can combine the filters above the list:

| Filter                                                                                                | Function                                                                                                                                                                                                 |
| ----------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Search box (<mark style="color:blue;">Enter a conversation platform name, ID, or channel name</mark>) | Search by keywords in the name, ID, or channel name                                                                                                                                                      |
| <mark style="color:blue;">All Channel Types</mark>                                                    | Show only platforms of the specified channel type, such as Web, LINE, or Messenger                                                                                                                       |
| <mark style="color:blue;">All AI Assistants</mark>                                                    | Show only platforms connected to the specified AI assistant                                                                                                                                              |
| <mark style="color:blue;">Hide Official Built-in Assistants</mark>                                    | When selected, show only platforms for the organization’s custom AI assistants. All Web, Internal, and API platforms for official built-in Agents are hidden, and the total count is updated accordingly |

* All conditions apply at the same time. Selecting or clearing <mark style="color:blue;">Hide Official Built-in Assistants</mark> returns the list to page 1.
* When <mark style="color:blue;">Hide Official Built-in Assistants</mark> is selected, the <mark style="color:blue;">All AI Assistants</mark> dropdown also lists only the organization’s custom assistants. If an official built-in Agent was previously selected, that selection is cleared automatically.
* Filter conditions are preserved when you open a platform settings or conversation platform analytics page and then return to the list. Click <mark style="color:blue;">Reset Filters</mark> to clear all conditions, including <mark style="color:blue;">Hide Official Built-in Assistants</mark>.
* Filters only control which platforms appear in the list. They do not change any platform’s enabled status or settings.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-7bfdce64105ddfa777f153d7751b7fcc0a5f5a42%2Fchannels-inbox-list-hide-builtin.png?alt=media" alt="Filters above the conversation platform list with Hide Official Built-in Assistants selected"><figcaption><p>After “Hide Official Built-in Assistants” is selected, the list shows only platforms for the organization’s custom AI assistants</p></figcaption></figure>

{% hint style="info" %}
When assigning AI assistants or conversation platforms under <mark style="color:blue;">Organization Settings</mark> → <mark style="color:blue;">Role Permissions</mark>, the dialog provides the same <mark style="color:blue;">Hide Official Built-in Assistants</mark> filter. For details, see [Role Permission Management: Filter and Hide Official Built-in Assistants in the Assignment Dialog](/maiagent-user-guide/en/org/roles/role-permission.md#assign-picker-filters).
{% endhint %}

## 3. Settings Page Layout <a href="#layout" id="layout"></a>

The top of the settings page always has three main tabs: <mark style="color:blue;">Basic</mark>, <mark style="color:blue;">Quota</mark>, and <mark style="color:blue;">Auto-reply Settings</mark>. Within <mark style="color:blue;">Basic</mark>, the layout varies by platform type:

* **Web, Internal, and API platforms**: The navigation on the left is divided into four groups: General, Connection and Login, Advanced Features, and Management. Selecting a category displays its settings on the right. Use <mark style="color:blue;">Search Settings</mark> above the navigation to find toggles by keyword.
* **Communication platforms such as LINE, Microsoft Teams, Slack, and Email**: There is no left-side navigation. Instead, use the row of tabs at the top to switch between settings.

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-aa693cf4e2790f075c4c5044f13ffadd2fffb26e%2Fplatform-settings-overview.png?alt=media" alt="Web platform settings page with three main tabs at the top and four navigation groups on the left"><figcaption><p>Web platform settings page: category navigation on the left and Basic Settings on the right</p></figcaption></figure>

<figure><img src="https://1360999650-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6v6TNkkOQVfRYfcNirHL%2Fuploads%2Fgit-blob-8ab3d429dc89c8119ff97eeddea40045be9ed077%2Fplatform-settings-line-function.png?alt=media" alt="LINE platform settings page with a row of tabs at the top and Feature Settings selected"><figcaption><p>Communication platforms such as LINE use the tab row at the top for navigation</p></figcaption></figure>

## 4. Tab Map <a href="#tab-map" id="tab-map"></a>

| Tab                                | What It Controls                                                                                                                                                                                                | Learn More                                                                                                                                                                                                                                                               |
| ---------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Basic Settings**                 | Platform name, connected AI assistant, and platform-specific fields (Web: return URL, custom domain, allowed embedding domains, and public access URL; LINE: Channel credentials; Teams: Bot credentials, etc.) | [Basic Settings](/maiagent-user-guide/en/serve/platform-settings/basic-settings.md) and the connection page for each platform                                                                                                                                            |
| **Appearance Settings**            | The chat window’s logo, avatar, colors, and theme                                                                                                                                                               | [Appearance Settings](/maiagent-user-guide/en/serve/platform-settings/appearance-settings.md)                                                                                                                                                                            |
| **Reply Loading Style**            | Text or animation shown in the chat window while an AI reply is being generated                                                                                                                                 | [Reply Loading Style](/maiagent-user-guide/en/serve/platform-settings/loading-display.md)                                                                                                                                                                                |
| **Feature Settings**               | Feature toggles for file uploads, document citations, OCR, tool display mode, question set option display mode, and AI awareness settings                                                                       | [Feature Settings](/maiagent-user-guide/en/serve/platform-settings/function-settings.md)                                                                                                                                                                                 |
| **Interaction Settings**           | Welcome message, conversation starter questions, conversation display settings, satisfaction survey, and quota-exhausted message                                                                                | [Interaction Settings](/maiagent-user-guide/en/serve/platform-settings/interaction-settings.md)                                                                                                                                                                          |
| **Login Settings**                 | Whether users must log in before starting a conversation and available login methods                                                                                                                            | [Connect a Conversation Platform: Website](/maiagent-user-guide/en/serve/choose-channel/web-chat/website.md#login-settings) and [Start Conversations Without Login Using a Contact Source ID](/maiagent-user-guide/en/serve/choose-channel/web-chat/source-id-access.md) |
| **Webhook Settings**               | Push conversation events to your system                                                                                                                                                                         | [Webhook](/maiagent-user-guide/en/serve/webhook.md)                                                                                                                                                                                                                      |
| **Human Agent Handoff Settings**   | Handoff conditions, messages, service hours, assignment, and notifications                                                                                                                                      | [Human Agent Handoff Settings](/maiagent-user-guide/en/serve/human-handoff.md)                                                                                                                                                                                           |
| **Data Collection**                | A pre-conversation form that collects contact information before the conversation begins                                                                                                                        | [Web Chat Overview](/maiagent-user-guide/en/serve/choose-channel/web-chat.md#pre-chat-form)                                                                                                                                                                              |
| **Conversation Tag Management**    | Conversation tags available on this platform                                                                                                                                                                    | —                                                                                                                                                                                                                                                                        |
| **Conversation Analytics**         | Automatically analyze conversation content during human agent handoff and apply category tags                                                                                                                   | —                                                                                                                                                                                                                                                                        |
| **AI Copilot**                     | Automatically generate suggested replies to incoming messages for human agents                                                                                                                                  | —                                                                                                                                                                                                                                                                        |
| **Permission Settings**            | Which members can view and manage this platform                                                                                                                                                                 | —                                                                                                                                                                                                                                                                        |
| **Quota** (main tab)               | The Credits quota available to this platform                                                                                                                                                                    | [Manage Conversation Platform Credits Quotas](/maiagent-user-guide/en/org/credits/inbox-credit-quota.md)                                                                                                                                                                 |
| **Auto-reply Settings** (main tab) | When AI replies automatically (24 hours a day or during specified periods)                                                                                                                                      | [Connect a Conversation Platform: Website](/maiagent-user-guide/en/serve/choose-channel/web-chat/website.md#auto-reply-settings)                                                                                                                                         |

For the tabs available on each platform, see the [platform support matrix in Section 6](#platform-matrix).

## 5. Feature Settings Summary <a href="#function-settings" id="function-settings"></a>

The <mark style="color:blue;">Feature Settings</mark> for Web and API platforms are divided into six sections. The Internal platform does not include “Question Set Option Display Mode.” Communication platforms only include <mark style="color:blue;">Enable OCR</mark> under “AI Interaction Features” and “AI Awareness Settings.”

| Section                              | What It Controls                                                                                                                                       |
| ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Basic Features**                   | Whether the platform is enabled, file uploads are allowed, conversations can be shared, and users can change the font size                             |
| **AI Interaction Features**          | Display cited documents, allow cited documents to be downloaded, enable OCR, display the reasoning process, and allow users to adjust reasoning effort |
| **Hook Processing Indicator**        | Whether to display an indicator when a message has been processed by a Hook                                                                            |
| **Tool Display Mode**                | Show full, compact, or hidden information when AI calls a tool                                                                                         |
| **Question Set Option Display Mode** | Present options as floating buttons or in an options panel when AI asks a question                                                                     |
| **AI Awareness Settings**            | Use the system time, sender name, and location information in responses                                                                                |

For descriptions of each toggle, time zone rules, and frequently asked questions, see [Feature Settings](/maiagent-user-guide/en/serve/platform-settings/function-settings.md).

## 6. Platform Support Matrix <a href="#platform-matrix" id="platform-matrix"></a>

| Tab                                                                             | Web / Internal     | API | LINE | Slack | WhatsApp | Other Communication Platforms |
| ------------------------------------------------------------------------------- | ------------------ | --- | ---- | ----- | -------- | ----------------------------- |
| Appearance Settings, Reply Loading Style, Interaction Settings, Data Collection | ✓                  | ✓   | —    | —     | —        | —                             |
| Login Settings                                                                  | ✓                  | —   | —    | —     | —        | —                             |
| Webhook Settings                                                                | —                  | ✓   | ✓    | ✓     | —        | ✓                             |
| Feature Settings: all six sections                                              | ✓                  | ✓   | —    | —     | —        | —                             |
| Feature Settings: Question Set Option Display Mode                              | Web ✓ / Internal — | ✓   | —    | —     | —        | —                             |
| Feature Settings: OCR + AI Awareness Settings                                   | ✓                  | ✓   | ✓    | ✓     | ✓        | ✓                             |
| Use Location Information in Responses                                           | ✓                  | ✓   | ✓    | —     | —        | —                             |
| Human Agent Handoff Settings                                                    | ✓                  | ✓   | ✓    | —     | ✓        | ✓                             |
| Conversation Analytics                                                          | ✓                  | ✓   | ✓    | —     | ✓        | ✓                             |
| Conversation Tag Management, AI Copilot, Permission Settings                    | ✓                  | ✓   | ✓    | ✓     | ✓        | ✓                             |

“Other Communication Platforms” refers to Microsoft Teams, Telegram, FB Messenger, Email, LINE WORKS, and Team+.

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

### Q: Why can’t I find these toggles in the assistant settings? <a href="#faq-where" id="faq-where"></a>

These settings belong to the conversation platform, not the AI assistant. Go to <mark style="color:blue;">Customer Service</mark> → <mark style="color:blue;">Conversation Platforms</mark>, or open the assistant’s <mark style="color:blue;">Conversation Platforms</mark> tab and click <mark style="color:blue;">Platform Settings</mark>.

### Q: Why doesn’t LINE know the date even though “Use System Time in Responses” is enabled for the Web platform? <a href="#faq-per-platform" id="faq-per-platform"></a>

Each platform has its own settings. Open the LINE platform’s <mark style="color:blue;">Feature Settings</mark> tab and enable it there as well. For time zone rules, see [Feature Settings](/maiagent-user-guide/en/serve/platform-settings/function-settings.md#timezone-resolution).

### Q: Why is a tab missing from my platform? <a href="#faq-missing-tab" id="faq-missing-tab"></a>

Different platform types support different tabs. See [Section 6](#platform-matrix). On Web platforms, the “Advanced Features” group appears only after you save the basic settings and finish creating the platform.

### Q: Do I need to re-embed or reconnect the platform after changing its settings? <a href="#faq-resave" id="faq-resave"></a>

No. Changes take effect immediately after you click <mark style="color:blue;">Save</mark>. You do not need to reset the Web embed code or the communication platform’s Webhook.


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