Workspace configuration

Audience: Technical users, RevOps, or platform admins

What is Configuration?

The Configuration tab is where you set the top-level defaults that apply to all AI Decisioning campaigns. This includes:

• Which users AID is allowed to consider
• How it handles time zones when delivering messages
• Which messaging channels are available (email, push, SMS, etc.)

This configuration is typically done once per workspace but may need to be updated as your campaign strategy evolves.

Navigating Configuration

Navigate to AI Decisioning > Configuration to access the following settings:

1. Parent model (global user eligibility)

This is the top-level set of users that AID is aware of. Every agent will pull from an audience of users from within this model to define who’s eligible to receive AID-driven decisions.

• Recommended: Use a broad, inclusive model (e.g., “All Active Users” or “All App Users”)
• If a user isn’t in the parent model, they won’t be eligible for any actions, even if they match an agent’s audience.

Learn more about defining parent models and preparing your data schema: Prepare data for AID →

2. Time zone defaults

Timing guardrails depend on having the correct time zone context. You can configure:

• User time zone field – e.g., user.time_zone from your parent model. At this time, each user’s timezone must be formatted as a UTC offset (e.g., +09:00) or IANA string (e.g., America/Los_Angeles).
• Fallback time zone – Used when no time zone is available for a user

3. Enabled channels

Specify which outbound messaging channels are supported for AID actions. You’ll typically enable:

• Email
• SMS
• Push notifications
• In-app messaging (if integrated)
• Custom destinations such as S3 buckets or an internal API endpoint

Channels configured here will become selectable when creating actions inside agents.

Multi-level eligibility in AI Decisioning

AI Decisioning supports three levels of eligibility and configuration to keep messaging relevant while giving the AI space to learn.

1. Top-level (workspace-wide)

• Set in: AI Decisioning > Configuration
• Controls: The parent model (global eligibility), time zones, and channel access
• Purpose: Defines the master list of users and system behavior defaults

2. Agent-level configuration

• Set in: AI Decisioning > Agents > [Select Agent] > Configuration
• Controls:
  • Targeting: Audience segmentation (e.g., "users signed up in the past 30 days and are opted into marketing messages")
  • Holdout group: Define % of users excluded from treatment to measure lift
  • Scheduling: Define when Hightouch is allowed to send (days, hours, frequency caps)
  • Outcomes: What distinct behavioral, engagement, or transactional conversion events you want to see from users in this audience

Note: If a user no longer matches the target audience, they automatically exit the agent.

3. Action-level configuration

• Set in: AI Decisioning > Agents > [Select Agent] > Actions > [Select Action] > Advanced Configuration
• Controls:
  • Eligibility filters: Narrow who should receive this specific message (e.g., “only users who own a dog”)
  • Tags: Add metadata like tone = casual or format = gif to help the model generalize learnings
  • Collections: Pull product or content recommendations dynamically
  • Campaign attribution: Attach ESP campaign IDs for reporting

What's next

Prepare data for AID →

Configure a destination for AID (SFMC, Braze, Iterable)