AI Configuration
Configure Keva's AI settings for your support needs
Keva's AI behavior is highly configurable. This guide covers the essential settings to get started.
Autonomy Level
The autonomy level controls how independently Keva operates.
| Level | Name | Behavior |
|---|---|---|
| 1 | Draft Only | AI creates drafts, you review and send everything |
| 2 | Suggest | AI suggests responses, you approve each one |
| 3 | Semi-Auto | AI handles routine tickets, escalates complex ones |
| 4 | High Auto | AI handles most tickets, minimal human intervention |
| 5 | Full Auto | AI operates fully autonomously |
Choosing a Level
Recommendation: Start at Level 2 or 3. Increase gradually as you build confidence in Keva's responses.
Start with Level 2-3 if:
- You're new to AI support
- You have strict brand guidelines
- Your support requires nuanced responses
- You're in a regulated industry
Consider Level 4-5 if:
- You have high ticket volume
- Most tickets are routine inquiries
- You've trained Keva with knowledge base content
- You've tested extensively at lower levels
Setting Autonomy Level
- Go to Settings → AI
- Find the Autonomy Level slider
- Drag to your desired level
- Click Save
System Prompt
The system prompt shapes Keva's personality and response style.
Default Prompt
Keva comes with a professional, helpful default prompt. You can customize it to match your brand voice.
Customization
- Go to Settings → AI → System Prompt
- Edit the prompt to include:
- Your company name and description
- Brand voice guidelines
- Specific instructions or constraints
- Common scenarios to handle
Example Customizations
Friendly & Casual:
You are a friendly support agent for Acme Co. Use casual language,
first names, and occasional emoji. Keep responses brief and helpful.Professional & Formal:
You represent Acme Corporation's customer service. Maintain a
professional tone. Address customers formally. Provide thorough,
detailed responses.Technical Support:
You are a technical support specialist for DevTools Inc. Assume
customers have technical knowledge. Include code examples when
relevant. Link to documentation.Action Limits
Control how many actions Keva can take per day.
Available Limits
| Limit | Description | Default |
|---|---|---|
| Email sends | Replies sent per day | 100 |
| Platform actions | Connector actions per day | 50 |
| Escalations | Auto-escalations per day | 20 |
Setting Limits
- Go to Settings → AI → Action Limits
- Set limits for each action type
- Click Save
Limits reset daily at midnight UTC.
Trust Controls
Additional safeguards for AI behavior.
Confirm with Customer
Enable "Confirm with Customer" for high-risk actions:
- Refunds over a threshold
- Account deletions
- Subscription changes
When enabled, Keva asks the customer to confirm before proceeding.
Approval Queue
At autonomy levels 2-3, actions go through an approval queue:
- AI generates response/action
- Appears in Approvals tab
- You review and approve/reject
- Only approved actions execute
Learn More
Testing Your Configuration
After configuring:
- Send test tickets at various complexity levels
- Check responses match your expectations
- Review the approval queue if using levels 2-3
- Adjust settings based on results
Configuration Checklist
- Set appropriate autonomy level
- Customize system prompt for your brand
- Configure action limits
- Enable trust controls for sensitive actions
- Test with sample tickets