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

To configure look and feel:

  1. Create an AI Agent.

  2. On the Personalize and Publish step, navigate to Look & Feel.

  3. From this section, provide or edit details for the following fields:

    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. Background color of the top title bar: Choose a different color for the AI Agent from the color picker.

    4. Color of interactive elements including buttons, links, user message box, and status animation: Change the color for the interactive elements for the chat widget.

    5. Icon to launch and represent the AI Agent: Click the Add Add button to upload a launcher icon. 

    6. 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.

    7. Default Theme for KB Portals: The knowledge portal source when accessed by the user uses the theme information provided here. The default value is Ombre. This setting is displayed only when you select the eGain Knowledge system as a source.

    8. 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.

    9. Initial message displayed when the AI Agent starts chat with the customer: From this field, you can edit the first message the AI Agent sends to the customers. 

    10. 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.

    look n feel

Escalation Settings

To configure escalation settings:

  1. Create an AI Agent.

  2. During the Personalize and Publish step, navigate to Escalation.

  3. From this section, provide details for the following fields:

    1. Call: Click the Toggle Toggle button to enable escalation through call. Once you have enabled the field, provide escalation details in the Phone Number field.

    2. Email: Click the Toggle Toggle button to enable escalation through email. Once you have enabled the field, provide escalation details in the Email field.

    3. Chat:  Click the Toggle Toggle button to enable escalation to a live chat. Once enabled, provide an escalation message that is displayed while the escalation is in process.

Publishing AI Agent

To publish the AI Agent:

  1. Create an AI Agent.

  2. During  the Personalize and Publish step, navigate to Embed.

  3. From the Add Domain field, provide the name of the website where you want to embed the AI Agent. 

  4. Click the Add Domain button. 

  5. Copy the script in the box and paste it in the HTML code of the webpages where you want to display the AI Agent icon.

  6. Click the Toggle button Toggle next to Show AI Agent. to display the AI Agent icon on your website, making it accessible to users.

  7. Click the Toggle button Toggle next to Show reasoning in chat to display the reasoning behind each response from your AI Agent.

    Embed the AI Agent

  8. Once you are done configuring the AI Agent, click the Proceed to Next step button.