Configuring AI Agent Settings

The Settings page lets you manage data security, deployment channels, live chat transfers, and advanced authentication settings for an AI Agent. To open it, select an AI Agent on the My AI Agents page, and then select Settings in the left navigation. The Settings page is available only after you save a newly created AI Agent.

The Settings page has the following tabs:

  • Security: Turn data masking, authentication, and AI Agent display on or off, and view the data purging and allowed websites policies.

  • Channels: Embed the AI Agent on your website.

  • Transfers (Legacy): Connect the AI Agent to eGain Conversation Hub to transfer chats to live agents. This tab replaces the Integrate Channel section.

  • Advanced: Configure additional OAuth token scopes and the client application ID.

Security Tab

The Security tab provides a central view of how the platform masks and retains data. Masking patterns, retention periods, and allowed websites are configured in the eGain Admin Console.

Data Security

  • Data Masking: Turn on the toggle to apply data masking to all messages before they are sent to the AI Agent. The masking patterns are derived from the masking rules defined in the Admin Console. Select Admin Console to manage the masking rules.

  • Data Purging: Shows the Global Retention Policy. By default, data is stored for 13 months, and all data older than that is purged. This policy applies across the platform. To change the retention period, select Admin Console.

CORS

  • Allowed Websites: The websites on which this AI Agent can be embedded are managed in the Admin Console. To add or remove allowed websites, select Admin Console. Only Partition Administrators can add or remove allowed websites.

Authenticated

  • Turn on the toggle to require users to authenticate before they can chat with the AI Agent.

AI Agent

  • Turn on the toggle to display the AI Agent on the embedded site.

  • Select Save Changes to save your settings.

Channels Tab

Use the Channels tab to make the AI Agent available on your website, so that visitors can get answers and help through an embedded chat experience.

To embed the AI Agent on your website:
  1. On the Channels tab, on the Website card, select Connect.
  2. Use the following details to embed the AI Agent. Select the Copy icon next to a value to copy it.
    • Agent ID: The unique ID of the AI Agent.
    • System URL: The URL of the system on which the AI Agent is created.
    • Copy the script from the box and paste it into the HTML code of the webpages where you want to display the AI Agent icon.
  3. Select the back arrow to return to the list of channels.

Transfers (Legacy) Tab

Use the Transfers (Legacy) tab to connect the AI Agent to eGain Conversation Hub, so that the AI Agent can transfer chats to live agents. The tab lists the available apps and integrations under Apps & Integrations > Available. To configure when the AI Agent escalates to live chat, see Escalation Settings.

To set up the integration, you create queues and a chat entry point in eGain Conversation Hub, and then provide the chat entry point URL to the AI Agent.

Advanced Tab

Use the Advanced tab to configure how the AI Agent SDK requests access tokens and signs in users for this AI Agent.

  • Additional token scopes: Enter the OAuth resource scopes that the AI Agent SDK adds to every access token it requests for this AI Agent, in addition to the default scopes. Enter one scope per line, without the permission prefix. Every token for this AI Agent already includes the default scopes knowledge.portalmgr.manage, core.aiservices.read, and core.customermgr.read.

  • Client application ID: Enter the OAuth client application ID that the AI Agent SDK uses when it signs users in for this AI Agent. Leave this field blank to use the deployment default. The client application must be allowed to request the default scopes and every additional scope you enter, and must have the redirect URL displayed on the page registered.

Select Save Changes.