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Agent AI supports channel-specific widget customization. Changes are previewed in real time on the right side of the page as you configure them. Steps to open Layout Customization:
  1. Sign in to Agent AI.
  2. Go to Configuration > System Setup > Widget Theming > Layout Customization.
  3. Select a channel — Chat, Voice, or Email.
  4. Select a language from the dropdown. Language Selection
  5. Customize the layout using the sections described below.
  6. Select Save.
Customize the names of the widget’s main menu tabs. Standard tab names are Assist Home, Search, My AI Agent (Bot), and Transcript (Voice channels only). Menu Label Change Character limits:
  • Assist Home: 12 characters
  • All other menus: 10 characters
Select Reset to restore the default name.

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Other Labels

Customize labels related to dialog tasks. Changes cannot be previewed since dialog tasks run in the background. Other Label Change
LabelCharacter Limit
Answers, FAQ10 characters
Dialog Task, Terminate14 characters
Terminate Dialog Task (Heading), Yes, Terminate (Button)28 characters
Select Reset to restore defaults.

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Dialog Task Labels

Customize dialog task timeline entries and labels. Use {{Task}} as a placeholder for dynamic dialog task names. Toggle the section on or off using the toggle at the top. Enable or disable individual labels (Dialog Started, Dialog Ended) independently. Dialog Task Label Change Both labels (Dialog started and Dialog ended) have a 28-character limit. Select Reset to restore defaults.

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Assist Message Type

Customize how Assist message types are displayed. Toggle the section on or off, or enable/disable the Ask Customer and Tell Customer labels individually. Each label has a 28-character limit. Assist Message Type Label Select Reset to restore defaults.

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Visibility Controls for Sent/Copied Messages

Use the slider to control the opacity of the Sent and Copied message backgrounds. The default is 50%. Visibility Controls

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Widget Menu Layout

Enable or disable widget menus — Assist Home, Search, My AI Agent (Bot), and Transcript (Voice channel). Additional options:
  • Set a landing tab.
  • Create a Custom Tab using + Add Custom Tab.
  • Position menus at the Bottom or Side, or use Responsive to auto-position based on pixel width (below 600px = bottom, above 600px = left side).
  • Reorder menus using drag-and-drop.
Widget Menu Layout
The Dark Mode and Settings icons are not customizable. Dark Mode is the only functional button in widget preview mode.

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Add a Custom Tab

Create a custom tab to run a dialog task automatically or highlight it for manual execution.
  1. Sign in to Agent AI.
  2. Go to Widget Theming > Layout Customization.
  3. Select + Add Custom Tab under Widget Menu Layout.
  4. Enter a name in the Tab Name field.
  5. Select an execution mode:
    • Auto Execute Events — select dialog tasks for Welcome Dialog Task and End of Conv. Dialog Task to run automatically based on events.
    • Show Dialog Workflow — select dialog tasks agents can view and run manually. Search by task name and select Apply.
  6. Select Apply. The custom tab is created. New Custom Tab

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Edit or Delete a Custom Tab

  1. Go to Widget Theming > Layout Customization.
  2. Select the edit button on the custom tab under Widget Menu Layout.
  3. Make updates and select Update.
  4. To delete, select Delete, then confirm in the confirmation window.

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Search Result Layout

Control how search results appear in the widget.
OptionDescription
Classic Search (default)Shows only current search results. Each new search clears the previous query and results.
Conversational SearchDisplays a history of previous questions and answers. Agents can reference earlier results and ask follow-up questions. The widget shows Library and Search tabs.
In Conversational Search, search history is maintained per agent at the conversation level. History is cleared during agent transfers.
Classic Search Conversational Search Steps:
  1. Go to Widget Theming > Layout Customization.
  2. Select a channel.
  3. Go to the Search Result Layout section.
  4. Select Classic Search or Conversational Search.
  5. Select Save.

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Assist Action Menu Layout

Turn action buttons in the Assist tab on or off, and reorder them using drag-and-drop. Assist Action Menu Layout Generate Summary — configure how many times an agent can regenerate the summary (up to 20 per agent):
  1. Turn on the Generate Summary toggle.
  2. Select the edit icon next to the Generate Summary value.
  3. Adjust the value using the arrow keys in Set Summary re-generation threshold per agent.
  4. Select the tick mark to save. Generate Summary Configuration

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Dialog Task Layout

Arrange and group dialog tasks displayed in the Library during runtime. Tasks not added to a group do not appear at runtime. Features:
  • Dialog Task Search — find tasks by name within the section.
  • Dialog Task Sorting — sort alphabetically or reorder by position.
  • Dialog Task Grouping — organize tasks into named groups.
Dialog Task Layout
  1. Select the search button in the top-right corner of the Dialog Task Layout section.
  2. Enter letters of the task name. Matching text is highlighted with an occurrence count and navigation arrows. Dialog Task Search

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Dialog Task Sorting

  • Sort alphabetically: select the up or down arrow at the top of the list. Dialog Task Sorting
  • Reorder a specific task: select the up or down arrow next to the task. Dialog Task Reordering

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Dialog Task Grouping

Organize tasks into groups. During group creation, up to five selected tasks appear, with more visible via Show All. Group names must be unique. A task can belong to multiple groups.
Dialog tasks not added to a group do not appear during runtime.
Add a group:
  1. Select + Add Group in the top-right corner.
  2. Enter a unique name (up to 100 characters) in Group Name.
  3. Select the Add Dialog Task field to view all tasks.
  4. Select tasks, or use the search button to find specific ones.
  5. Select Apply, then Create. Adding Group
Edit, expand, collapse, or delete a group:
  1. Select the edit button on the group to rename or update tasks, then select Save.
  2. Select the delete button to remove the group, then confirm.
  3. Select the expand/collapse button to toggle the group’s view state. Expand Collapse Dialog Tasks
The widget retains the expanded or collapsed state as configured during the last save.
Add, sort, or remove tasks in a group:
  1. Select the edit button on the group.
    • To add: select the Add Dialog Task dropdown and choose tasks.
    • To remove: select the X on a task. Select Clear All to remove all tasks.
  2. Use the up and down arrows to sort tasks. Dialog Task Removal
  3. Select Save.