Navigating the Admin: Behavior Settings

This section of the user guide is focused on the behavior settings page. To help you navigate the article we have broken it down into the following sections

• What are Behavior Settings?
• Who has access to edit the behavior settings?
• How do I edit the behavior settings?
  • 1. Operation Mode (if applicable)
  • 2. Live Assistant Timeout (if applicable)
  • 3.  Automatic Content Generation
  • 4. Knowledge Source Selection and Creativity & Verbosity Parameters for Automatic Content Generation
  • 5. Communication Opportunities 
  • 6. User Feedback
  • 7. Inquiry Form

What are Behavior Settings?

The Behavior Settings page allows you to configure live conversation first, Automatic Content Generation, communication opportunities settings, user feedback, and the inquiry form. 

Who has access to edit the behavior settings?

The Behavior Settings page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I edit the behavior settings?

• You can either edit the Default/No Office or Office settings. 
  
  The Default/No Office tab configures the global settings for your virtual assistant. 
  
  The Office tab configures the office-based settings that will override the global settings for the applicable office. 
  • To edit the Default/No Office (Global) settings, select the Edit button.

• To edit the Office settings, select the Office tab. Then select the dropdown arrow next to the office you want to select, and then the Edit button.
  

  Note: The behavior settings for that particular office will apply to the virtual assistant that is embedded on that office’s mapped URLs in the URL Matching section of the Look & Feel page.

  
  
• There are five main behaviors you can set on this page: 

  1. Operation Mode (if applicable)

        For customers who have the live assistant, the Operation Mode section enables you to dictate          if you want the virtual assistant or live assistant to engage first with a user

• Virtual Assistant First - The user will first interact with the virtual assistant. 
  • If the virtual assistant cannot provide an answer, also called a communication opportunity, it will direct the user to a live agent, if available. 
    • If a live agent is not available, it will go through the communication opportunity workflow.
• Live Conversation First - The user will be given the option to interact with a live agent within the welcome message.
  • If a live agent is available, the virtual assistant will allow the user to connect with a live agent. Once the live assistant conversation is complete, the user can continue to ask the virtual assistant questions.
  • If a live agent is unavailable, the user will automatically be engaged with the virtual assistant. If the virtual assistant cannot provide an answer, it will go through the communication opportunity workflow.
    For more information about engaging live conversation first, review the Customizing the Live Conversation First setting in the Virtual Assistant article. 

2. Live Assistant Timeout (if applicable)

For customers who have the Live Assistant, the Live Assistant Timeout section allows users with Live Assistant - Admin permissions to configure the length of time a live agent must be inactive before automatically timing out. The setting is not available on a per-office basis. 

The setting is configurable in minutes and hours, with a maximum timeout of 24 hours and a default of 1 hour.

Note: When a live agent is available for conversation, they will be automatically set to offline after a specific period of inactivity, as defined in the "Live Assistant Timeout" setting. This means that if they don't move their mouse, type, or perform any action within the admin's browser tab, they will be marked as offline. However, if the agent has multiple browser tabs open, any activity in any of these tabs will reset the inactivity countdown

   3.  Automatic Content Generation

The Automatic Content Generation feature defaults to off. It can only be turned on if at least one web knowledge source exists. 

The setting is at a global level only and is not available per-office. 

When the setting is turned on, if an answer is not found in the knowledge base responses are generated on-the-fly and presented in the virtual assistant regardless of office. 

*Automatically generated content will be used once and will not be saved in your knowledge base.

For more information about Automatic Content Generation, check out the Chatbot: Automatic Content Generation article.

4. Knowledge Source Selection and Creativity & Verbosity Parameters for Automatic Content Generation

This section covers two important features for customizing Automatic Content Generation responses: Knowledge Source Selection and Creativity & Verbosity Parameters. These features allow you to tailor responses in the Virtual Assistant to better suit specific office needs. The features can be configured at both the global level (default for all offices) and per individual office, and are optional.

Verbosity and Creativity Response Parameters

The Response Parameters feature includes settings that allow you to fine-tune how the Virtual Assistant generates responses, based on three key controls:

1. Verbosity: Adjusts the length of generated responses (shorter or longer).

2. Creativity: Controls the confidence level of responses.

These settings provide more control, ensuring that generated responses remain relevant to the specific needs of your office.

Configuring Response Parameters:

1. Navigate to Virtual Assistant > Behavior Settings > Edit

2. Auto Content Generation does not have to be enabled to configure these parameters.

3. You can test the parameters using the Test my Virtual Assistant toggle without activating the feature in the live environment.

These sliders allow you to adjust:

Verbosity: Set how concise or detailed responses should be.

Creativity: Modify how confident and creative the responses are.

(screenshot)

Knowledge Source Selection

This feature allows users to define which knowledge sources Auto Content Generation references when creating responses. If no sources are selected, the system will reference all available knowledge sources.

How to Configure Knowledge Source Selection:

1. Select +Add Knowledge Source and choose from the list of available knowledge sources.

2. Click Select to confirm your choices.

If knowledge sources are selected, Auto Content Generation will pull responses from only those sources. You can remove sources from the selection list using the delete button.

Note: 
The Knowledge Base is always referenced first when answering inquiries. Auto Content Generation is only triggered if the question cannot be answered using the Knowledge Base.

The order of the selected knowledge sources does not affect prioritization

If new knowledge sources (e.g., web knowledge sources or uploaded documents( are added after selections have been made, you must manually add the new sources to the selection list to include them in Automatic Content Generation

If no knowledge sources are selected, Automatic Content Generation will reference all available sources including new ones that are automatically added. 

Testing Knowledge Source Selection:

1. Select the knowledge sources in Behavior Settings as described above.

2. Use the Test my Virtual Assistant toggle to test the feature without activating it for the live Virtual Assistant.

3. For testing at the office level, use the Office Selector to choose the office, then use the toggle to test Auto Content Generation with the selected sources.

For more information on testing Automatic Content Generation, review the Test your Virtual Assistant

Permissions:

Users with the Virtual Assistant-Admin role can adjust Auto Content Generation parameters for the offices they have edit permissions for.

5. Communication Opportunities 

For more information on the Communication Opportunity Settings, check out the Behavior Settings: Communication Opportunities article.

6. User Feedback

• User feedback enables virtual assistant users to provide positive (thumbs up) or negative (thumbs down) feedback about general library questions, custom questions, clarifying questions, and integrated questions.
  • If user feedback is turned On at the Default/No Office level, the opportunity to provide feedback will be presented to virtual assistant users on webpages that are not URL-matched to an office.
  • If user feedback is turned On for an office, then the opportunity to provide feedback will be presented to virtual assistant users on web pages matched to that office.
    

    For more information on enabling the user feedback form, review the Behavior Settings: User Feedback article.
    				
    
    				
    For more information on the URL Matching settings, review the Look & Feel: URL Matching article.

7. Inquiry Form

For more information on the inquiry form, check out the Behavior Settings: Inquiry Form article.

• Select Save.
  
  Changes can take 15 minutes to an hour to take effect on the embedded virtual assistant.