Choose reply quality

Choose a default quality

Open Admin → Quality. Under Default quality, choose Standard or Best for the selected playbook and select Save. Leaving it on inherit uses the account setting; the platform default is Standard.

The quality used for a reply is chosen from the most specific setting available. A conversation override takes priority over a phase or sender choice, which takes priority over the playbook default, which takes priority over the account default. Report routines can also choose a quality specifically for their reports.

Account defaults

Under Account defaults at the top of Admin → Quality, set the base quality and language for the whole account. Everything else overrides these: a playbook, sender, phase, or conversation with its own setting wins, so these apply only where nothing more specific is set.

Language steers customer-facing messages — the assistant's replies and automatic messages — for any sender without its own language. Individual customers can be pinned to a language in the Inbox contact pane (see inbox), and otherwise their language is detected from their own messages. Setting the account default does not change customers who already have a detected or pinned language. If nothing is set anywhere, messages are in English.

Language applies to messages your customers receive. It does not change the language of the dashboard itself — that follows each user's own preference.

Override a conversation

Under Per-conversation overrides:

Select a Sender.
Under Add override, select a Conversation and a quality.
Select Add.

The conversation override takes priority over the default. Existing overrides appear in the table below. Use Filter: and All qualities to narrow the table, or select Remove in the Actions column to return the conversation to the normal quality settings.