- 23 Apr 2024
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Configure Digital Agent
- Updated on 23 Apr 2024
- 4 Minutes to read
- Print
- PDF
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:
- Login to Apex.
- 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.
- Clickicon from the top panel.
Figure: Top panel icons - Select Platform Studio.
Figure: Platform Studio Settings - From the left menu, click to AI/ML > Digital Agent.
- 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:- General
- Configuration
- 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. If Activate Digital Agent button is disabled, then Live Agent Transfer toggle button is automatically disabled. |
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 screen where you can define the configurations for both Digital Agent and Live Agent.
Figure: Configurations screen
Refer the below tables for the description of the different fields present in Configuration stepper:
Digital Agent
Field | Description |
---|---|
Digital Agent Name* | This is a free text field where you can define a name for the Digital Agent. |
Add Digital Agent ID* | This is a free text field where you need to add the Digital Agent ID. |
Digital Agent Token* | Digital Agent Token is a unique authentication key or identifier used to securely connect Digital Agent to Apex's APIs and services. This is a free text field. |
Digital Agent Base Url* | Digital Agent Base Url is the primary web address or endpoint used to establish communication between Digital Agent and Apex's services. |
Enable Digital Agent for 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 Digital Agent for 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:
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 token in this free text field. |
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.