Personalizing AI Agent

The Personalize and Publish section allows users to customize and fine-tune various aspects of the AI Agent to align with business needs and branding. Users can update general settings such as the AI Agent’s name, description, tone, greetings, and support messages to ensure a consistent customer experience. Additionally, the chat interface can be modified to reflect the desired look and brand identity. Through this section, the AI Agent can also be embedded on websites and portals to help customers with their queries.

A preview of AI Agent chat widget is available while configuring these settings.

Chat Interface Settings

You can collapse or expand all sections by simply clicking the Expand All or Collapse All links.

To configure look and feel:

Create an AI Agent.
On the Personalize and Publish step, expand the Look & Feel. section and make the following selections:
1. Display name of your AI Agent: Rename the AI Agent by typing a new name.
2. Language: Displays the language selected while creating the AI Agent. This field cannot be modified.
3. Widget Color Theme: Select one of the available widget theme presets: Magenta, Blue, or Green. You can also select the Custom theme, to add custom colors to the following different elements:
  - Header Background Color: Choose a different color for the chat widget header from the color picker.
  - Color for interactive elements including buttons, links, user message box, and status animation: Choose a color for the stated elements. This setting is available under the Advanced section and cannot be modified for any other OOTB themes.
  - Chat Background Color: Choose the color for the chat widget background color. This setting is available under the Advanced section and cannot be modified for any other OOTB themes.
4. Icon to launch and represent the AI Agent: Click the Add button to upload a launcher icon.
5. Position of the AI Agent icon on the webpage: From the dropdown menu, select the position of the AI Agent chat widget. The following options are available: Bottom Right and Bottom Left.
Expand the Conversation Behavior section and make the following selections:
- Initial message displayed when the AI Agent starts a chat with the user: Enable this setting to configure the greeting message shown when the AI agent starts a chat with a user. You can choose between Static and Dynamic greeting options.
  - Static Greeting: Provide a fixed greeting message that is displayed the first time the user is greeted by the AI agent.
  - Dynamic Greeting: Provide instructions that prompt the AI agent to adapt the greeting based on context, enabling a more personalized user experience.
- Defines the style or voice of your AI Agent’s responses: From the dropdown select one of the available styles for your AI Agent: Professional, Casual, or Friendly.
- Display message when AI Agent cannot answer: From this field, you can edit the message the AI Agent sends if the AI Agent cannot answer the customer's query.
- Topic Identification: Click the Toggle to disable the guardrail that performs topic identification prior to a response. When this guardrail is disabled, the AI agent will no longer restrict responses based on the topics it was trained or configured to handle, and may attempt to generate an answer even for questions outside its intended scope.
- Additional instructions: Enter additional instructions to improve the quality of responses by providing additional background about your business.
- Certified Answers: Enable this setting to allow the AI agent to first check for a matching Certified Answer before generating a response using content from your configured eGain Knowledge Hub.
  For this to work, the AI agent must be trained on the Knowledge Hub portal that contains articles with associated questions added to them.
- Threshold Score: This setting is enabled only when you enable certified answers. Enable this setting to define how closely a user’s question must match the questions defined in the Knowledge Hub articles for the AI agent to consider it a valid match.
  The default Threshold Score is 0.75.
  As the Threshold Score is increased closer to 0.99 (range: 0–0.99), the AI agent requires a higher similarity between the user’s question and the questions in the Knowledge Hub articles, resulting in more precise and narrowly matched responses.
- Disable the reply section when options are displayed: Enable this setting to disable the reply area when the AI agent displays selectable options. The reply area remains disabled until the user makes a selection.
Expand the Escalation section, and provide the following details:
- Call: Click the Toggle button to enable escalation through call. Once you have enabled the field, provide escalation details in the Phone Number field.
- Email: Click the Toggle button to enable escalation through email. Once you have enabled the field, provide escalation details in the Email field.
- Chat: Click the Toggle button to enable escalation to a live chat. Once enabled, provide an escalation message that is displayed while the escalation is in process.
Expand the Embed section, and make the following configurations:
- Please note that all domains are allowed by default.
- 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.
- Authenticated: Enable this setting to require users to authenticate before starting a chat with the AI Agent.
- AI Agent: Enable this setting to hide the AI Agent on the embedded site.
Expand the Demo Link section, and provide the webpage on which you want the AI Agent to be. Click Create Demo Link. Once your demo link is successfully created, you can view a demonstration of how the AI Agent would look on your page and can also chat with the AI Agent.
Once you are done personalizing the AI Agent, click the Proceed to Next step button.

Any changes made on this page may take up to 5 minutes to appear in your AI agent.