Configure Digital Agent

You can configure Digital Agent for different tenants and applications through Apex. You can also enable it for all the users or for a specific set of users.

User Persona: Fredrick

To configure Digital Agent, perform the following steps:

1. Login to Apex.
2. Click the application group (All, IT) for which you want to configure Digital Agent.
   

   Figure: Select Application Group
   
   

   Select the Application (Asset Management, Discovery, Service Management, Service Automation) for which you want to configure Digital Agent.

3. Clickicon from the top panel.
   Figure: Top panel icons
4. Select Platform Studio.
   Figure: Platform Studio Settings
5. Navigate to AI/ML > click Digital Agent. Refer the following screenshot:
   Figure: Navigation menu
6. List page of all the configured Digital Agents is displayed. Click New to configure a new Digital Agent.
   Figure: List page - Digital Agent
   
   The configuration screen for new Digital Agent is displayed.
   Figure: Digital Agent configuration screen
   
   There are three steppers to configure Digital Agent:
   1. General
   2. Configuration
   3. Publish
      
      Refer the below sections to know in detail about the three steppers.

General

In the configuration of Digital Agent, the first stepper is the General section, where you define general properties such as for which tenants and applications you want to configure Digital Agent. You can also enable Live Agent Transfer functionality in the General stepper.

Figure: General stepper

Refer the below table for the description of the different fields present in General stepper:

Field	Description
Domain*	Domain refers to the highest level on the hierarchy. Specify the domain for which you want to configure Digital Agent.
Sub Domain*	Sub Domain is the second level on the hierarchy. When you select the Domain, then the Sub Domain is automatically populated. Select from the dropdown menu the Sub Domain for which you want to configure Digital Agent.
Tenant*	Select the Tenant for which you want to configure Digital Agent from the dropdown menu. This is a multi select dropdown and you can select multiple Tenants. This will enable the configured Digital Agent for all the selected Tenants. Figure: Tenant selection
Application Name	Select the Applications for which you want to configure Digital Agent. This is a multi-select dropdown and you can select multiple Applications. Figure: Application selection
Activate Digital Agent	The Activate Digital Agent toggle button is by default enabled. When the toggle is disabled, then the changes made in the configuration screen will be saved, but Digital Agent will not be activated.
Enable Live Agent Transfer	Toggle the Enable Live Agent Transfer button to activate Live Agent Transfer functionality in Digital Agent. If Activate Digital Agent button is enabled, then you can activate or deactivate Live Agent Transfer button. Note: Enable Live Agent Transfer button is displayed only when Activate Digital Agent button in enabled. If Activate Digital Agent button is disabled, then Enable Live Agent Transfer button is not displayed.

An asterisk(*) represents a mandatory field.

Click Next to move to the next stepper in the configuration of Digital Agent. If you want to discard any changes and exit the configuration process without saving, then click Cancel.

Configuration

The second stepper is the Configuration step where you can define the configurations for both Digital Agent and Live Agent.

Figure: Configuration step

Refer the below tables for the description of the different fields present in Configuration step:

Field	Description
Name*	This is a free text field where you can define a name for the Digital Agent.
ID*	This is a free text field where you need to add the Digital Agent ID. This is a unique identifier for the Digital Agent. It is used by Apex to recognize and interact with this specific Digital Agent. This ID allows Apex to route requests and manage responses appropriately.
Token*	Digital Agent Token is a unique authentication key or identifier used to securely connect Digital Agent to Apex's APIs and services. It's typically a string of characters that proves that the request is authorized to access the Digital Agent's resources. This is a free text field.
Base URL*	Digital Agent Base URL is the primary web address or endpoint used to establish communication between Digital Agent and Apex's services. This URL typically points to the location of the Digital Agent's API, which processes requests and sends back responses.
Enable to all Users	This is a toggle button which enables Digital Agent for all users. By default, this button is enabled. You can disable this button to enable Digital Agent for only a specific set of users based on their location, user groups, roles, or any other properties.
To List	When you disable the Enable to all Users button, then the To List is displayed where you can select the users for whom you want to enable Digital Agent.Figure: List of users You can add a set of users on the basis of following criteria: Users User Groups By Roles Groups based on User Properties Dynamic Groups Approvers Custom Email IDs As you select users, you can select the recipients from the next dropdown menu: Figure: Recipients selection

An *(asterisk) represents a mandatory field.

Live Agent Transfer

Field	Description
Live Agent URL*	Enter the Live Agent URL in this free text field. The Live Agent URL is the endpoint used to connect Digital Agent with the Live Agent platform. When enabling the Live Agent Transfer feature, this URL facilitates the handoff of a user session from Digital Agent to a human agent for real-time support. Note: Live Agent URL is provided by the Digital Agent DevOps team.
Enable Live Agent Transfer by	Define on which basis the chats will be transferred to Live Agents by enabling Live Agent Transfer by Location, Workgroup, or all. If all are selected, then both Location and Workgroup fields appear for further selection. Figure: All selected If only Location is selected, then Location field is displayed for further selection and configure Live Agent Transfer for selected locations. The Location field is a multi select dropdown, where you can select multiple locations. Figure: Location enablement If only Workgroup is selected, then Workgroup field is displayed for further selection and configure Live Agent Transfer for selected Workgroups. This is a multi select dropdown, where you can select multiple Workgroups. Figure: Workgroup enablement

Click Next to save the configuration and move on to the next stepper. Click Cancel if you do not want to save the configurations and exit the process. In case, you want to move back to the previous stepper, click Previous.

Publish

The last stepper in the configuration of Digital Agent is the Publish stepper. The Publish screen displays a summary of all the selected configurations in the first two steppers. 

Figure: Publish stepper

Confirm all configuration details in the above screen and click Submit to configure the Digital Agent. If you do not want to configure the Digital Agent and exit the process, click Cancel. In case you want to change some configuration and go back to previous steppers, click Previous.