Settings and Configuration

Settings gives you fine-grained control over how Panacea behaves for your customers and your team. Reach it from Settings in the left sidebar. Most settings require admin role.

General

Project name

The display name shown in the dashboard and in the widget header (if not overridden by an agent persona).

Workspace slug

Your workspace identifier used in URLs. Changing this updates all URLs — update any bookmarks or integrations that reference the old slug.

Escalation rules

Control when the AI hands a conversation off to a human agent.

Escalation confidence threshold

If the AI answer confidence falls below this value, the session escalates automatically. Default: 0.35 (35%). Raise it to escalate more sessions; lower it to let the AI handle more.

Escalation keywords (`escalationKeywords`)

A list of phrases that, when detected in a customer message, offer the customer a soft escalation regardless of AI confidence (e.g. "speak to a person", "cancel my account"). Matching is case-insensitive. Requires Pro plan or above.

No-answer message (`noAnswerMessage`)

The message shown to the customer when the AI escalates because it cannot answer confidently.

Default:

I wasn't able to find a confident answer to your question. I'm connecting you with a human agent who can help.

Handover mode

How escalations are delivered to your team:

Mode	Description
`webhook`	Fires a `handover.requested` webhook to your configured handover URL (default)
`redirect`	Shows the customer a link to your external support tool
`live`	Real-time inbox — agents claim sessions live (Enterprise)

Handover URL

The URL Panacea calls (POST) when a session escalates in webhook mode, or the support link shown in redirect mode.

Agent persona (`agent`)

Customise the AI agent's identity. Requires Growth plan or above.

Field	Description
`name`	Agent display name (e.g. "Aria")
`avatarUrl`	URL to the agent's avatar image
`greeting`	Opening message shown when the widget loads
`tone`	Tone description (e.g. "friendly", "formal")

Identity verification

identityVerification (default: enabled) — when enabled, the widget verifies customer identity via a signed JWT before linking sessions to a known user profile.

Session resume window

sessionResumeWindow — how long (in seconds) a session can be resumed before a new one starts. Default: 86400 seconds (24 hours). Requires Growth plan or above.

Data retention

conversationRetentionDays — how many days conversation history is kept before automatic deletion. Default: 90 days. Configuration requires Pro plan or above.

Notifications

Email notifications

Choose which events send an email to team members (all plans). Push notification support requires Pro plan.

Danger zone

Delete workspace

Permanently deletes your workspace, all wiki entries, sessions, escalations, and settings. This cannot be undone.