Add-on | AI agents - Advanced |
The Settings area contains all of the key configuration factors for your AI agent.
In this article, we will introduce all the setting options available.
AI agent settings
This is where you define the key information about the AI agent.
Field | Description |
AI agent Name | This is the name that will appear in the search bar |
Display Name | This is the name that will be displayed in the chat window - unless otherwise determined by your CRM provider. |
Industry | Select from the drop-down the respective industry your business fits into, this will impact benchmark and industry-related settings |
Channel | Select whether this is a ticket or a chat account |
AI agent Type |
Automation AI agent - This should be the option selected and enables the automation of tickets Combo AI agent - This is a legacy feature for combining automation and suggestion capabilities Suggestion AI agent - This is a legacy feature and enables the suggestion engine |
Confidence Threshold for Language Detection |
The threshold that the AI agent will use to set as a minimal confidence to automatically use the detected language. It should be at least 15%. Predictions below the threshold will make the AI agent fall back to it's default language. |
Confidence Threshold for Default Messages |
This will determine the default confidence for recognizing Intents. If the message recieved falls below this threshold, the default reply will be triggered in the case of chats and in ticket automation, no action will be taken. Learn more about confidence thresholds here |
Reply Delay |
You can decide to delay your ticket replies by a given amount of time. The recommended delay time is 15 minutes, but you can delay your replies up to 720 minutes. This setting is only available for ticket AI agents. Once you have added a delay amount, you will have access to “Reply Delay“ events in AI agent actions that you can use to add tags and internal notes to issues with delayed replies. It is recommended to hide tickets from agents' view, while the delay timer is active and a reply is scheduled. To learn more about these events, visit Actions and Events Explained. Test widget conversations are not affected by delays. |
Languages
AI agents can understand and support replies in 109 languages. To leverage this capability and understand how this works you can check out the managing languages article.
Operating Hours
Operating Hours allow you to apply time-based business logics to support personalized experiences and escalation flows that are tailored to the time and availability of your support hours and staff.
Advanced Settings
Here you can determine additional settings that are more technical, such as adding IP addresses that need to be allowed for us to connect.
Other Settings tabs include;
CRM Integrations
Content Entities Explained
Actions
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