Configuring a Portal for the Virtual Assistant

The Virtual Assistant is made accessible to your customers via a portal that is only used for the Virtual Assistant. You can create this portal in the Knowledge Console within the desired department. 

For more information about creating portals, see the eGain Author's Guide to Portals.

To configure the portal for the Virtual Assistant:

  1. In the Navigation Menu, browse to Publishing > Portals.

  2. On the Portals page, click the New new button.

  3. On the Create Portal page, under the General tab, provide the following details:

    • Name: Type the name of the portal. This is the required information.

    • Description: Type a brief description.

    • Allow customer access: Select Yes to allow this portal to be accessed as a self-service portal by external users, or if agents are likely to send the URL of an article to a customer while servicing emails, chats, etc. You must select Yes to use this portal for the Virtual Assistant. 

  4. In the Guided Help section, on the Access Methods tab, set the following items:

    You must import the starter case base before creating the portal to enable Guided Help.

    1. Enable Guided Help: Yes

    2. Show additional details for search results: Yes

    3. Default Guided Help Profile: System Profile

  5. Click the Save button.

Related Topics

  1. Setting up the Starter Case Base

  2. Creating a Case Base Author

  3. Configuring AI Settings