Per-channel configuration

One agent can run across phone, web chat, email, text, and SMS. Per-channel configuration lets you tune how that agent thinks and how its replies are rendered on each channel, without forking the agent. Both maps are optional and additive: when a channel has no entry it inherits the base agent config, so voice and web behaviour is unaffected. There are two independent maps, keyed by channel (telephone, webrtc, sms, email, text):

Map	Group	What it controls
`channel_overrides`	LLM steering	How the agent thinks and responds — instructions, greeting, tool budget.
`channel_properties`	Transport / presentation	How the reply is rendered and sent — body template, subject, signature, SMS segments, enabled flag.

channel_overrides and channel_properties live on a static_prompt agent config. They are consumed by the async messaging engine (SMS, email, text). Voice and WebRTC ignore channel_properties transport mechanics and fall back to the base config.

channel_overrides

Each entry steers inference for one channel. Fields are merged with the base config at resolution time.

Field	Type	Default	Description
`instructions`	string	none	Extra prompt text for this channel.
`instructions_mode`	`append` \| `replace`	`append`	`append` joins this text after the base instructions; `replace` swaps them out entirely.
`starting_message`	starting message	none	Per-channel greeting. When set, it replaces the base greeting on this channel.
`max_tool_steps`	integer (≥ 1)	none	Per-channel tool-call budget per turn. When set, it overrides the base `max_tool_steps`.

When instructions_mode is append, the resolver concatenates base and override instructions separated by a blank line. If the base instructions are empty, the override is used as-is regardless of mode.

channel_properties

Each entry is a channel-exclusive block, discriminated by its channel field. Every block shares enabled (default true) and body_template (default {{agent_response}}), then adds channel-specific fields.

EmailProperties (`channel: "email"`)

Field	Type	Default	Description
`enabled`	boolean	`true`	Whether the agent responds on this channel.
`body_template`	string	`{{agent_response}}`	Template for the reply body.
`body_format`	`multipart` \| `html` \| `plaintext`	`multipart`	How the email body is rendered.
`subject_template`	string	`Re: {{subject}}`	Template for the reply subject line.
`default_subject`	string	none	Subject used when no inbound subject is available.
`from_display_name`	string	none	Display name shown on the `From` header.
`signature`	string	none	Signature appended to the body.
`template_wrapper`	string	none	Outer wrapper template applied around the body.
`include_unsubscribe_footer`	boolean	`true`	Append an unsubscribe footer.
`quote_history`	boolean	`false`	Quote the prior message thread under the reply.
`cc_reply_policy`	`conditional` \| `never` \| `always`	`conditional`	Whether to keep `Cc` recipients on replies. `conditional` keeps them only when appropriate.
`require_dmarc_pass`	boolean	`false`	Require inbound mail to pass DMARC before the agent replies.
`auto_close_on_conclusion`	boolean	`true`	Close the conversation when the exchange concludes.

For the full email-agent reference (domains, routing, and the fields above in context), see Configuring an email agent.

SmsProperties (`channel: "sms"`)

Field	Type	Default	Description
`enabled`	boolean	`true`	Whether the agent responds on this channel.
`body_template`	string	`{{agent_response}}`	Template for the message body.
`max_segments`	integer (≥ 1)	`3`	Maximum SMS segments per message.
`on_overflow`	`truncate` \| `split`	`truncate`	When the body exceeds `max_segments`, either cut it off or split it across messages.
`strip_markdown`	boolean	`true`	Remove markdown formatting before sending.
`allow_unicode`	boolean	`true`	Permit non-GSM Unicode characters.
`append_opt_out_footer`	boolean	`false`	Append an opt-out footer to outbound messages.

TextProperties (`channel: "text"`)

The first-party API text channel has no transport mechanics, so it carries only the shared fields.

Field	Type	Default	Description
`enabled`	boolean	`true`	Whether the agent responds on this channel.
`body_template`	string	`{{agent_response}}`	Template for the response body.

How resolution works

When a message arrives on a channel, resolve_channel_config folds the base agent config with that channel’s override and property blocks into a single effective config:

base config ──┐
              ├── instructions  = base, base+"\n\n"+override (append), or override (replace)
override  ────┤── starting_message = override if set, else base
              ├── max_tool_steps = override if set, else base, else 3 (default)
properties ───┴── enabled / body_template = from channel_properties, else defaults
                  properties = the matching email/sms/text block (or none)

The resolved values:

Resolved field	Source order
`instructions`	base, or base + override (append), or override (replace)
`starting_message`	channel override, else base
`max_tool_steps`	channel override, else base, else `3`
`enabled`	`channel_properties.enabled`, else `true`
`body_template`	`channel_properties.body_template`, else `{{agent_response}}`
`properties`	the matching channel-properties block, else none

If a channel has no override and no properties entry, the base config is returned unchanged. This keeps voice and WebRTC untouched when you add async-channel tuning.

Getting Started

Agents

Knowledge Bases

Telephony

Web Widgets

Email

Campaigns

Conversations

Evaluation & Metrics

Agent Assist

Workflows

Custom Data

Anyreach in Claude

Organizations & Billing

Per-channel configuration

channel_overrides

channel_properties

EmailProperties (`channel: "email"`)

SmsProperties (`channel: "sms"`)

TextProperties (`channel: "text"`)

How resolution works

Next steps

Configuring an email agent

Channels

​channel_overrides

​channel_properties

​EmailProperties (channel: "email")

​SmsProperties (channel: "sms")

​TextProperties (channel: "text")

​How resolution works

​Next steps

Configuring an email agent

Channels

channel_overrides

channel_properties

EmailProperties (`channel: "email"`)

SmsProperties (`channel: "sms"`)

TextProperties (`channel: "text"`)

How resolution works

Next steps