This article covers how to configure and set AI Agent live over chat using Workflows, providing you with control and flexibility over how AI Agent behaves.
First you need to select an AI Agent for this component to use
Branches
Every AI Agent Step has the following five branches:
Success (default, cannot be removed)
Transfer to agent (default, cannot be removed)
Customer inactive
AI Agent is unable to answer
Others (default, cannot be removed)
The Contact journeys into one of these branches depending on the conditions met by the Step：
Branch Name | Description | Configuration |
|---|---|---|
Success | This branch handles the situation when the AI Agent answers a question successfully. |
|
Transfer to agent | This branch handles the situation when the Contact requests to speak to a human agent. |
|
Customer inactive | This branch handles the situation when the contact has not responded for 10 minutes (the default). You can decrease this limit if required. | Enable this branch by checking "Add customer inactive branch" |
AI Agent is unable to answer | This branch handles the situation when the AI Agent is unable to answer a question. | Enable this branch by checking "Add Al Agents Can't Answer Questions" |
Others | This branch handles the situation when a technical failure occurs, e.g., the Channel is disconnected, Respond AI credits run out, etc. | Enabled by default for all AI Agent Steps and cannot be removed. |
How It Works
With the AI Agent Step, the workflow automatically enables the AI Agent to respond to the Contact. The AI Agent Step configurations determine the kind of responses given by the AI Agent. The dataset determines the quality of the responses.
