> ## Documentation Index > Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt > Use this file to discover all available pages before exploring further. # Agent Experience The Agent AI widget gives agents real-time AI assistance during customer interactions. It surfaces dialog tasks, playbooks, coaching prompts, sentiment data, transcriptions, and summaries from a single panel. | Section | Description | | ----------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | | [Agent AI Widget Features](#agent-ai-widget-features) | Overview of all capabilities available in the Agent AI widget. | | [Widget Tabs](#widget-tabs) | Layout of the five tabs — Search, My AI Agent (Bot), Assist, Transcript, and More. | | [Search Tab](#search-tab) | Search for Dialog Tasks, FAQs, and AI-generated answers from a single panel. | | [My AI Agent (Bot) Tab](#my-ai-agent-bot-tab) | Run automations independently using agent inputs without affecting the customer interaction. | | [Assist Tab](#assist-tab) | Primary workspace; surfaces Dialog Tasks, Playbooks, Agentic Copilot messages, and coaching prompts. | | [Transcript Tab](#transcript-tab) | Real-time voice call transcription with auto-scroll support. | | [More Tab](#more-tab) | Submit overall widget feedback with ratings and optional comments. | | [Settings](#settings) | Configure proactive mode, auto-scroll, and language, copy conversation metadata, and access help resources. | | [Agentic Copilot](#agentic-copilot) | Automates end-to-end conversations while keeping agents in full supervisory control. | | [Automation Controls](#automation-controls) | Override inputs, terminate tasks, analyze sentiment, and run automations with agent input. | | [Access Custom Data](#access-custom-data) | Use third-party metadata in Welcome Events and Dialog Tasks via the `customData` context variable. | | [V2 vs V3 Differences](#v2-vs-v3-differences) | UI and feature comparison between Agent AI widget versions. | ## Agent AI Widget Features Agent AI Widget | Feature | Description | | -------------------------------- | ---------------------------------------------------------------------------------------------------- | | **Dialog Tasks** | Pre-configured use cases that trigger when customer intent matches. Reduces manual typing. | | **Playbooks** | Structured step-by-step guidance for handling customer interactions. | | **Real-time Agent Coaching** | On-screen hints triggered by agent utterances and speech patterns. | | **Real-time Sentiment Analysis** | Time-based graph showing customer emotional tone throughout the conversation. | | **Transcription** | Live text transcription of voice calls. Agents can pause to exclude PII. | | **Auto Summarization** | Automatic conversation summaries to speed up decision-making. | | **Generate Summary** | On-demand summary generation (up to 2 times per agent per conversation), including during transfers. | | **PII Redaction** | Removes personally identifiable information from the agent view and transcripts. | | **Feedback** | Agents rate suggestions to improve AI recommendations over time. | | **Next Best Action** | Suggests and runs Dialog Tasks for faster query resolution. | | **Multi-language Support** | Agents can switch languages in real time. | | **Knowledge AI** | Customizable search results and FAQ suggestions from the knowledge base. | | **File/Image Attachments** | Supports uploads up to 25 MB during live conversations. | | **Theme Selection** | Dark or light widget theme. | | **In-line Digital Forms** | Collect customer data through forms embedded in the widget. | | **Agentic Copilot** | Runs conversations autonomously. Agents can cancel, override, or edit responses. | | **Auto-Scroll** | Scrolls to the latest message automatically. | ## Widget Tabs The widget has five tabs — **Search**, **My AI Agent (Bot)**, **Assist**, **Transcript** (voice only), and **More** — plus **Settings** and **Theme** controls. Widget Tabs *** ## Search Tab Shows all configured Dialog Tasks and supports searching for Dialog Tasks, FAQs, Generative AI answers, web pages, and files. Content updates automatically based on the conversation. Search Tab | Button | Action | | -------------------------- | ------------------------------------------------------------------------------------- | | **Run** | Runs a configured Dialog Task immediately. | | **Run with Agent's Input** | Runs a Dialog Task with agent-provided inputs and moves to the My AI Agent (Bot) tab. | | **Spyglass icon** | Submits the search query (or press **Enter**). | ### Error States | Condition | Display | | -------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Timeout or dialog tasks not configured | Timeout | | Consecutive timeout | Timeout Second | | Server error | Server Error | | Dialog Tasks not found | Not Found | | No matching results | No Results | ## My AI Agent (Bot) Tab Lets agents run automations independently using their own inputs. Use this when automation fails mid-conversation or when the agent needs to run parallel queries without affecting the customer interaction. The tab displays Next Best Action suggestions based on the current conversation status. ## Assist Tab The primary agent workspace. Monitors the conversation automatically and surfaces Dialog Tasks, FAQs, Knowledge AI results, Playbooks, Agentic Copilot messages, and coaching prompts. **Capabilities:** * Suggests the best response based on conversation context. * Displays Agentic Copilot messages with a configurable delay (up to 10 seconds) before auto-sending. * Retrieves knowledge base content based on customer intent. * Shows historical automation runs and conversation history. * Supports file and image attachments up to 25 MB. * Allows on-demand summary generation (up to 2 times per conversation). ### Assist Tab Controls | Control | Description | | --------------------------- | ------------------------------------------------------------------------------------- | | **Running Playbook stages** | Shows total and adhered stages (for example, 1/3 means 1 of 3 stages completed). | | **Proceed to Close** | Moves a running playbook from Open to Close status. | | **Send / Copy** | Send the message as-is or copy it to customize before sending. | | **Up / Down arrows** | Jump to first or last message in the tab. | | **Resume** | Resumes a paused playbook when switching between playbooks. | | **List View** | Shows all entity entries captured in the conversation. | | **Generate Summary** | Generates an on-demand conversation summary. | | **Restart** | Restarts the Dialog Task from the beginning or with captured inputs. | | **Terminate** | Stops the running Dialog Task. Options: Terminate, Cancel, or Continue with Override. | | **Maximize / Minimize** | Expands or collapses the section. | | **Playbook adherence** | Mark a step as complete manually if automatic detection does not trigger. | ### Agentic Copilot Messages After Welcome Events execute, the widget displays: *"Agentic Copilot is actively listening to your conversation and ready to assist automatically."* Agentic App in Widget Each Agentic message includes a **Sending** button that delays auto-send for up to 10 seconds. During this window: * Select **x** to cancel auto-send. * Select **Copy** to move the message to the chat input field. * Select **Send** to send immediately. * Select **Override** to discard the Agentic response and type your own. * Use the **Stop/Resume** icon (top-right) to pause or resume auto-send globally. * Use the **Pause/Resume** icon (top-right) to pause or resume the Agentic app. Agentic Messages * Auto-send disables automatically if Agentic Copilot fails to respond. * For messages outside the app's scope, Agentic indicates it cannot respond. * To regenerate a failed response, double-click the corresponding customer message. ### Generate Summary Agents can generate on-demand summaries at any point during a conversation, up to two times. Previous summaries with timestamps remain visible during agent transfers. Enable the **Generate Summary** toggle in **Widget Theming > Layout Customization > Assist Action Menu Layout** to activate this feature. Summary Generation ### Attachment Support Attachments are limited to one file at a time, up to 25 MB. **If the file is detected automatically:** 1. A "waiting…" indicator appears. 2. On success, the file name appears in the input field with a **View** button. Automatic Detection Preview opens within the widget with **Back** and **Close** buttons. Attachment Preview **If the file is not detected:** Select **Override**, choose the file from your local directory, then confirm with the tick mark or reject with the close icon. Override Choose File **Error messages:** | Error | Display | | --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | File exceeds 25 MB | 25MB Error | | Unsupported file type | Unsupported File | ### In-line Digital Forms Collect customer information through forms embedded in the Assist tab. Configure forms with Dialog Tasks and set the Web/Mobile SDK Form Behavior to **Open inline form**. Inline Form **Form features:** * **Close icon** — Exits the form. A confirmation dialog prompts before discarding. Close Confirmation * **Fixed frame height** — 306 pixels with scroll support. * **Submit button** — Sticky at the bottom of the form. Submit Button **Behavior by application type:** | Application | Behavior | | ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------ | | **Third-party contact center** | Can't send the form to the customer. Fill it out manually. | | **Smart Assist Suite** | Can send the form to the customer multiple times, but access only once. Simultaneous access by agent and customer triggers an error. | Inline Form Error *** ## Transcript Tab Available for voice calls only. Displays a real-time text transcription of the agent-customer conversation throughout the session. Transcript Tab If **Auto-scroll Widget Content** is enabled in Settings, the tab scrolls to the latest utterance automatically. Agents can scroll manually as needed. *** ## More Tab Lets agents submit overall feedback on the widget. Agents can select up to five positive or negative options and optionally add comments. If the conversation is transferred, feedback from both agents is saved in the logs. **To submit widget feedback:** 1. Select **More (…)** > **Feedback**. Feedback Button 2. Select **Satisfied** (positive) or **Unsatisfied** (negative). Positive Feedback 3. Select feedback options from the list and add comments if needed. Additional Comments 4. Select **Submit**. *** ## Settings | Setting | Description | | ----------------------- | ------------------------------------------------------------------------------------------------------ | | **Proactive Mode** | Toggles the widget's listening mode on or off. Disable if the widget is not working as expected. | | **Auto-Scroll Content** | Controls auto-scroll in the Assist, My AI Agent (Bot), and Transcript tabs. | | **Help & Support** | Links to documentation, FAQs, and Academy Courses, and allows agents to copy the conversation metadata | | **Language** | Select a display language for the widget. | Settings Help and Support Language Selection ### Theme Selection Choose **Dark** or **Light** theme from the Settings tab. Theme Icon *** ## Agentic Copilot Agentic Copilot automates end-to-end customer conversations through the Agent AI widget while keeping agents fully in control. Agent AI proactively sends contextual, empathetic responses without requiring manual input. Agents can supervise every interaction, cancel or override automated replies, edit responses, run dialog tasks manually, and perform LLM-powered searches. ### Key Benefits | Benefit | Description | | --------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Scalable Efficiency** | Automates routine interactions so agents can manage multiple conversations simultaneously. | | **Human Supervision** | Agents can pause, cancel, override, or edit any automated message before it is sent. | | **Proactive Engagement** | Agent AI initiates and responds to conversations based on context, reducing wait times. | | **Contextual Intelligence** | Uses real-time data and workflow logic to generate accurate replies. Prompts users for inputs, extracts entities, and adapts via external APIs (pricing, availability, customer status). | | **Empathetic Responses** | Understands conversation context to respond in a natural, empathetic tone. | | **Robust Fail-Safes** | If data delays or response failures occur, agents can intervene using pause-to-send controls. Auto-send disables automatically if a response fails. | ### Configure an Agentic Copilot App Before enabling Agentic Copilot in the widget, connect it to your Agentic platform. 1. Sign in to AI for Service. 2. Go to **Agent AI** > **Configurations** > **Linked Services** > **Agentic Configuration**. 3. Select **+ Add Agentic Copilot App**. Add Agentic Copilot App 4. Fill in the **App Information** fields: | Field | Description | | --------------- | ------------------------------------------------------------------------------------- | | **App Name** | A name for the app (up to 50 characters). For example, *Travel Agent*. | | **Domain URL** | The Agentic platform's host URL. For example, `agent-platform.kore.ai`. | | **Environment** | The environment name as configured in the Agentic Platform's **Environment** section. | | **App ID** | The Agentic app ID in use. | | **API Key** | The API key as configured in the Agentic Platform's **API Keys** section. | 5. Select **Test Connection & Save**. Test and Connect App ### Delete an Agentic Copilot App Deleting an app automatically disables it from the Agent AI widget. 1. Select **Delete** on the app. 2. Confirm by selecting **Delete**. You cannot delete an app that is currently in use. The **Delete** button appears disabled, and a badge indicates the app is active. ### Enable Agentic Copilot in the Widget Configure channel-specific settings to activate Agentic Copilot for agents. 1. Sign in to AI for Service. 2. Go to **Agent AI** > **Configurations** > **Widget Settings**. 3. Expand **Agent AI Channel Specific Settings**. 4. Select a channel from the **Select channel** list. 5. Enable the **Agent AI Channel Specific Settings** toggle if it is off. 6. Configure the **Agentic Copilot** settings: | Setting | Description | | -------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | | **Language** | Select the language for Agentic responses. | | **Enable/Disable toggle** | Turn Agentic Copilot on or off for the selected channel. | | **Select Agentic App** | Choose the configured app to use. | | **Allow auto send Message** | When enabled, Agentic messages send automatically after the configured delay. Clearing this option cancels all unsent Agentic messages. | | **Set message delay before auto send** | Set the delay (up to 60 seconds) before a message auto-sends. | Agentic Copilot Settings ### Agentic Copilot at Runtime Agentic Copilot runs conversations autonomously while agents supervise. Agents can cancel, override, or edit messages at any time. After Welcome Events execute, the Assist tab displays: *"Agentic Copilot is actively listening to your conversation and ready to assist automatically."* Agentic Copilot Listening Each Agentic message includes a **Sending** button that delays auto-send based on the configured timer. Agentic Messages in Runtime #### Agent Controls Agentic Message Controls | Control | Action | | --------------------------------- | ------------------------------------------------------------------------- | | **X** beside the Sending button | Cancels auto-send for that message. | | **Copy icon** | Copies the message to the Chat Response field for editing before sending. | | **Send button** | Sends the message immediately without waiting for the timer. | | **Override** | Discards the Agentic prompt so you can type your own response. | | **Stop/Resume icon** (top-right) | Pauses or resumes auto-send globally for all Agentic messages. | | **Pause/Resume icon** (top-right) | Pauses or resumes the Agentic app entirely. | #### Behavior Notes * When **Allow Auto Send Message** is enabled, each message's timer starts only after the previous message is sent. * If the view does not scroll to the latest message, an **arrow** appears at the bottom-right showing the count of stacked messages. Select it to jump to the latest. * To regenerate a failed Agentic response, double-click the corresponding customer message. * If Agentic Copilot fails to send a response, auto-send disables automatically. * For messages outside the app's scope, Agentic indicates it is not trained to respond. #### Search Tab — Agentic Results When Agentic Copilot is active, the Search tab also displays **Agentic Results** — search results generated by Agentic Copilot based on the conversation. Agentic Search Results *** ## Automation Controls During a customer interaction, the Agent AI app suggests automations based on customer intent. Agents can run these automations, override inputs, terminate tasks, and run automations independently. ### Override App Inputs When automation fails to understand a customer's input, a "try again" error appears. If errors repeat, you can intervene and correct the input manually. 1. Select **Override Input** below the automation step. Override Input 2. The **Type to continue** box appears. Enter the correct value. Type to Continue The automation resumes with the corrected input. ### Terminate an Automation Stop an automation at any point. Common reasons: accidental trigger, unexpected behavior, or change in customer intent. 1. On the **Assist** or **My AI Agent (Bot)** tab, select **Terminate** next to the automation step. 2. Select **Yes, Terminate** to confirm. Terminate Dialog Task ### Sentiment Analysis The widget continuously analyzes and displays the customer's sentiment in real time based on their messages. This helps agents handling multiple conversations quickly assess customer emotion when switching between interactions. The sentiment indicator appears at the top-right of the widget. Sentiment Analysis ### Search and Ask a Question Use the search bar to look up FAQs and automations without leaving the conversation. 1. Type a question in the **Ask a question** search bar. 2. Press **Enter**. Agent AI shows matching results you can use to respond. Ask a Question ### Run Automation with Agent Input Run an automation using agent inputs to control the entire process independently — without prompting the customer for each value. Use this to retrieve information in parallel while the customer waits, or when you already have the required data. 1. In the **Search** tab, select the ellipsis next to a Dialog Task. 2. Select **Run with agent's input**. The automation starts in the **My AI Agent (Bot)** tab as a parallel session. The automation runs independently and does not affect the customer-facing interaction. You can also use the **Run** button to start a configured Dialog Task directly. *** ## Access Custom Data Custom data is additional information — such as agent name, ID, or metadata — passed from third-party applications into the Agent AI widget. Use it to personalize interactions, streamline workflows, and provide context-specific responses. Custom data uses the format: `{{context.session.UserContext.customData.}}` It is stored in the `UserContext` variable and is accessible wherever `UserContext` is available, including Welcome Events and Dialog Tasks. ### Welcome Events 1. Sign in to XO11. 2. Select an app from the **App list**. 3. Select **Agent AI** > **Configurations** > **Welcome Events**. 4. Expand the **Configure Greeting Messages** section. Configure Greeting Messages 5. Select **Edit** on a greeting message where you want to use custom data. If no greeting messages exist, create one first. See the Welcome Event documentation. 6. In the **Message** field, reference your custom data using the `{{context.session.UserContext.customData.}}` format. Edit Welcome Message ### Dialog Tasks 1. Sign in to XO11. 2. Select an app from the **App list**. 3. Select **Automation AI** > **AI Agent**. 4. Open an existing Dialog Task from the **Dialogs** page. If no Dialog Tasks exist, create one first. See the Dialog Builder documentation. 5. Open a **Message** node. 6. On the **Component Properties** page, go to the **User Prompts** or **Error Prompts** field. 7. Select **Text** or **Custom JavaScript** to enter your custom data reference. Component Properties *** ## V2 vs V3 Differences ### UI Changes | Area | V2 | V3 | | --------------------------------- | --------------------------------------------------------- | ---------------------------------------------------------------- | | **Tabs** | Assist, Library, My AI Agent (Bot) + search bar at bottom | Search, My AI Agent (Bot), Assist, Settings | | **Tab placement** | Top | Bottom | | **Sentiment display** | Visible only on customer utterance match | Always visible; includes badges, icons, and emojis per utterance | | **Proactive button** | Top-right corner of the widget | Settings tab | | **Playbook closure** | "Proceed to Close" label | Symbol indicator | | **Playbook list** | Primary playbooks only | Primary and Dynamic playbooks | | **Dialog Task utterance display** | Shown at top of Dialog Task section | Tooltip via information icon hover | **Agent AI V2** V2 Widget **Agent AI V3** V3 Widget ### Feature-Level Changes | Feature | V2 | V3 | | ------------------------ | ------------------------------------ | ------------------------------------------------------------------------ | | **Dialog Task controls** | Terminate and Override Input buttons | List View, Restart, Terminate, and Maximize as icons | | **Override Input** | Button below the Dialog Task | Input field directly under the running Dialog Task | | **Settings tab** | Not available | Proactive mode, Auto-Scroll, Documentation/FAQ links, Language selection | **Agent AI V2 — Dialog Tasks** V2 Features 1 **Agent AI V3 — Dialog Tasks** V3 Features 1 **Agent AI V2 — Override Input** V2 Features 2 **Agent AI V3 — Override Input** V3 Features 2 ***