Widget Settings

Widget Settings lets you configure the appearance and behavior of the Agent AI widget. Settings are organized into two sections:

• Agent AI Channel Specific Settings — channel-specific preferences for Chat, Voice, and Email.
• Agent AI General Settings — widget-wide behavior and display options.

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Agent AI Channel-Specific Settings

Configure widget features per channel. The following options are available:

Setting	Description
Proactive Mode	Automates intent identification, entity extraction, and transcript generation. When enabled, also supports Automatic Dialog Task Entity Extraction. Enabled by default for all channels.
Agent Coaching	Enables real-time coaching based on agent utterances and speech analysis. Turned off by default; available for Chat and Voice channels.
Agent Playbook	Provides structured guidance for agents. When turned off, the Playbook tab is hidden; when enabled, welcome messages become part of the Playbook step. Remains turned off by default.
Agentic Copilot	Enables autonomous, end-to-end conversation handling. Agents can cancel, override, or edit messages. Configure language, app selection, auto-send, and timer.
Agentic Response Streaming	Streams Agentic Copilot responses incrementally, reducing perceived latency during live conversations.
Auto-Scroll Widget Content	Automatically scrolls to the latest content in the Assist, My AI Agent (Bot), and Transcript tabs. Agents can override this setting in the widget’s Settings tab.
Control Transcript Visibility between Agents (Voice only)	Restricts transcript visibility to the current agent. Exceptions apply for warm transfers and conference calls.
Send Button	Controls the Send button for Agent AI responses. Available for Chat and Email; enabled by default for Chat.
Copy Button	Controls the Copy button for Agent AI responses. Available for Chat and Email; enabled by default for both.
Widget Search Bar Configuration	Configures search sources. When enabled, select from Platform, Search AI, and Agentic App. When turned off, results from all sources load simultaneously.
Conversation Transfer	Defines behavior when a conversation is transferred between agents. Applies to third-party configurations with appropriate transfer events.

Proactive Mode when turned off:

• The Assist tab Run button is turned off; only Run with agent’s input is available.
• Dynamic playbook identification and adherence are inactive; tick-off and step progression still work.
• Primary playbook automatic adherence or tick-off doesn’t occur.
• If the Playbook widget is also turned off, the default landing page is My AI Agent (Bot).

Conversation Transfer options:

Transfer Type	Description
Cold Transfer	Handover between two agents. Applies to Voice, Chat, and Email. A new summary is generated for the receiving agent.
Warm Transfer	Conference call between two agents. Applies to Voice and Chat. Agent-2 can modify Summary Feedback, but Run, Override, Send, Copy, Terminate, Restart, and List View buttons remain turned off until Agent-1 disconnects.

Both transfer types support:

• Scroll up to the First Message — opens chat history at the top.
• Continue from the Last Message — opens chat history at the bottom.
• Configure Dialog Task — runs a selected dialog task automatically when the conversation is transferred.

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Steps to Set Channel-Specific Preferences

1. Sign in to Platform.

2. Go to Agent AI > Configuration > Widget Settings > Agent AI Settings > Agent AI Channel Specific Settings.

3. Expand Agent AI Channel Specific Settings.

4. Select a channel from the Select channel list.

5. Turn on the Agent AI Channel Specific Settings toggle if it’s off.

6. Turn Proactive Mode on or off.

   • Select or clear Automatic Dialog Task Entity Extraction.

7. Turn the toggles on or off for Agent Coaching, Agent Playbook, Agentic Response Streaming, Auto-scroll widget content, Send Button, and Copy button.

   • For Agent Playbook, select the number of messages to pass to a step for adherence and trigger evaluation. The following note displays if you select five messages:
     
     Increasing the number of messages might cause higher latency.

8. For Agentic Copilot:

   • Select a language.
   • Turn on or off Agentic Copilot.
   • Select an assignment option:

     • Enable for all Agents — the selected app applies to all queues.

       1. Select an app from Select Agentic App.
       2. Select Allow auto send Message to enable auto-send.
       3. Use the slider to set the delay (up to 60 seconds).
       

     • Enable for Specific Queues — assigns apps to specific queues via Agent AI Mapping.

       1. Select Open AI Feature Mapping to navigate to Agent AI Mapping.
       2. Select learn more for queue configuration details.
       

9. Turn on or off Control Transcript Visibility between Agents (Voice channel only) and select:

   • Use public APIs to control transcription
   • Use agent’s entry and exit events
   

10. Turn on Widget Search Bar Configuration.

    1. Select one or more options — Platform, Search AI, Agentic App.
    2. If you select Agentic App, choose an app from the dropdown list.
    Search AI and Agentic App fields are unavailable until configured. A warning message prompts you to configure them first.

11. Select an option under Conversation Transfer.

12. Select Save.

    

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Agent AI General Settings

Configure global widget behavior including URL handling, data format, and language preferences.

Setting	Description
URL Opening Behavior	Default System Behavior — links open in a new window. Post Event — triggers the AgentAI.UrlClickedMessage event so the desktop app controls the link’s behavior.
Data Format Preference	Plain String — sends messages in plain text. Original Format — sends messages with HTML tags as received. Applies to Playbooks and Dialog Tasks.
Help & Support	Show or hide Help & Support in the widget. Configure which components appear (Documentation, FAQ, Kore Academy) and their URLs.
Honor Bot Event - Intent not found	When turned on, triggers the configured intent-not-found event if Agent AI can’t identify the user’s intent.
Third Party Configuration	When turned on, the Agent AI widget loads in third-party agent desktops based on the queue mappings configured in Third Party Configuration. When turned off, the widget doesn’t load in those desktops.
Default Language for Agent AI Widget	Sets the widget display language. Optionally allow agents to change the language at runtime.
Dialog Task Display Name Configurations	Default System Behavior — standard display. Advanced Mode — use custom script logic for trait-based dialog task display.

Post Event URL behavior:

When a link is selected in the widget, the AgentAI.UrlClickedMessage event fires and a log appears on the right showing the URL. Desktop applications use this URL to control how the link opens.

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Steps to Set Agent AI General Settings

1. Go to Agent AI > Configuration > Widget Settings > Agent AI Settings > Agent AI General Settings.

2. Expand Agent AI General Settings.

3. Select Default System Behavior or Post Event under URL opening behavior.

4. Select Plain String or Original Format under Data Format Preference.

5. Turn on or off the Help & Support toggle.

   Turning on this toggle makes Conversation Metadata available to copy by default.
   1. Select the components to display — Documentation, FAQ, Kore Academy.
   2. Customize the URLs for Documentation and FAQ as needed.

6. Turn on or off the Honor Bot Event - Intent not found and Third Party Configuration toggles.

7. Select a language from the Default Language for Agent AI Widget list. Select Interactive Language to use the app’s language.

   1. Select or clear Allow agents to switch between multiple available languages.

8. Select Default System Behavior or Advanced Mode under Dialog Task Display Name Configurations.

   • For Advanced Mode, enter a custom script in the pop-up and select Save.
   

9. Select Save.

   

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Auto-Correct for the Search Tab

The Auto Correct feature highlights misspelled words in the Search tab and suggests corrections. Admins configure it in Widget Settings; agents can override the setting in the widget’s Settings tab.

Admin steps:

1. Sign in to Agent AI.

2. Go to Widget Settings > Agent AI General Settings.

3. Turn the Auto Correct toggle on or off.

4. Select or clear Use Custom Dictionary.

5. Upload a customized word list.

   You can download the current word list if one has already been uploaded.

6. Select Save.

Agent steps:

1. Sign in to the Agent AI widget.
2. Go to the Settings tab.
3. Enable or disable the Auto Correct toggle.

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