What this article helps with: The Agent Settings page: what each part of it changes, and which two settings do the most to make Lia sound like your firm.

Who this is for: Firm admins configuring Lia, and case managers who want to know where Lia's behavior comes from. Only Admins can change firm-wide settings.

When not to use this article: If you cannot see Agent Settings at all, that is an access question. Start with Getting started with Lia: access and permissions.

Agent Settings sits in the Lia section of your left-hand navigation. The subtitle on the page tells you its scope: "Firm-wide settings for every enrolled client. Pause or adjust individual clients from their case page."

Hold onto that distinction. Everything here applies to every enrolled client at once. Pausing or adjusting one person happens on that person's case page.

Only Admins can change firm-wide settings. Users and Team Users can open the page and read what is configured. If a save will not stick, check the role first.

Two controls sit in the top right. Live preview tests what you have built against a phone number. Describe a change is covered at the end of this article.

The page opens on the Lia Respond card, showing an Active chip, a readiness count such as "2 of 2 ready", and Customize and Preview agent buttons.

Under that are four rows. This is your setup checklist:

FAQs are not their own row. They live inside Firm context, because they are firm knowledge Lia quotes. The introduction clients receive is not on this card either. That lives on the Care Coordination card, because a firm running only Lia Respond does not send that introduction.

Below the card is an Advanced Skills section holding the Care Coordination and Provider Liaison cards. Those have their own articles.

Open Firm context and you land on a full page: "Terminology, business hours and background about your firm the agent can quote." The page opens by telling you why it matters: "Two things shape every answer Lia gives your clients: how you want Lia to sound, and the facts it can quote about your firm."

Six sections, top to bottom.

"This name signs every text your clients get, so pick something your firm is comfortable being introduced as." It ships as Lia. Change it if your firm would rather clients saw a different name on every message.

"Terminology, business hours, and anything else Lia should follow. These are instructions, so Lia obeys them." The placeholder shows the shape of a good entry: "We call Case Owners 'Patient Advocates', and our hours are Monday to Friday, 9am to 5pm EST."

Write it the way you would brief a new hire on the first day. If your firm says "client" and never "customer", say so. If your office hours are not the default assumption, say so. This box changes how Lia behaves, and it holds up to 5000 characters. A What belongs here? link sits beside the heading.

"Background Lia can quote when a client asks who you are, what you do, or where you are. Reference only, it does not change how Lia behaves."

Read that last sentence carefully. Background is reference material Lia draws on when a client asks about the firm. Behavioral instructions go in the box above.

Paste your website address, press Read website, and Hona reads the site for you so you are not starting from a blank box. There is also a free-text area with a 6000 character limit. Read the site first, then cut what is stale.

"Who owns a client's case once they are enrolled. This is a team setting, not something Lia reads." The default is "None (use primary contact)".

This matters more than it looks, because the case owner is who escalations get assigned to. Set it to whichever role should be answering Lia's questions, and every future enrollment routes correctly on its own.

"Questions your clients ask over and over, with the answer you want Lia to give. These are written per phase, so each phase has its own set." The section shows the count across your phases, and Manage FAQs takes you to Company Settings → Project Types, where the writing actually happens. The FAQs section below covers them.

The boxes above are text you write once. This one is a live source: with Pull case context from CMS on, Lia also reads case details from your case management system as a case moves along. It applies to your whole firm, and it saves the moment you flip it rather than waiting for Save.

Everything else on this page needs Save at the bottom, and Cancel discards.

Customize on the Lia Respond card opens the identity settings, a set of rows that each have a Customize button and, in most cases, a toggle.

The introduction Lia sends on enrollment is not in this list. It lives on the Care Coordination card as Introduction, because it only sends when that skill is on.

FAQs are the answers Lia can give on its own. You write them on each phase under Company Settings → Project Types, which is where the Manage FAQs button inside Firm context takes you, and the Firm context row shows the count across those phases.

Lia reads FAQs for the client's case type across every phase, not only the phase the case is in now. An FAQ written on a later phase still reaches a client who is earlier in their case. Keep them current, because they feed Lia directly.

Project Types also carries an option to pause Engage notifications for enrolled clients, so your drips do not double-message someone Lia is already talking to.

The Escalation rules page is described in-product as "Client and provider rules that tell the agents when to alert your team." It has three tabs: Rules, Follow-up policies, and Provider recommendations.

Under Rules you get Escalation Rules, the line "Define when the AI should alert your team for human intervention", a Restore client defaults link, and an + Add Escalation Rule button.

Each rule is a card, written as a sentence so you can check it at a glance. A card carries:

So a rule is three decisions: what triggers it, how urgent it is, and who deals with it. Assigning to Case Owner keeps escalations with the person who knows the client. Assigning to a role sends them to whoever holds it, which suits work several people could pick up. Restore client defaults puts the shipped rules back.

The Skill Automations row opens the page where you control how clients are enrolled and unenrolled. Two radio options: Automatic, "Enroll and unenroll clients as their case moves through phases", and Manual Only, "Staff enroll and unenroll each client by hand."

Below is Which phases enroll cases, and which skills run, a grid per project type with each phase as a row and one column per skill: Lia Respond, Care coordination, and Intake (soon). If clients are not enrolling on their own, this grid is the first thing to check. Enrolling clients on Lia covers it in full.

In the top right of Agent Settings there is a Describe a change button with a ⌘K shortcut. In-product description: "Edit settings by describing them. Describe the change you want and I'll show you exactly what updates before anything is saved."

It is a faster route when you know what you want but not which screen it is on, and nothing saves without you seeing the change first.

If you only do two things on this page, do these.

These two carry the most weight because of what happens when they are thin. Lia escalates when it cannot answer something with confidence. A firm with thin context and few FAQs gets exactly that: a stream of escalations for questions your team would have answered in one line, and replies that are correct but generic. Those escalations are Lia being careful, and a signal that it has not been told enough yet.

A good habit: when an escalation arrives that a written FAQ would have covered, add the FAQ then and there.

Agent Settings is where your firm's way of working gets written down for Lia. Spend an hour on firm context and FAQs at the start and you will spend far less time on escalations later. If you have questions, chat with our support team or email [email protected].