Advanced
Last updated
Last updated
The AgentSettings->Advance section provides access to configuring advanced custom settings.
The following custom configurations are available.
The configuration dictates whether the widget should auto-launched.
Configuration Values
yes
enable auto-launch
no
disable auto-launch
The default value is false.
In addition to the Auto Launch configuration, the User can configure the time delay after which the bot would be launched. The time delay is configured in seconds and the default value is 0 or null.
If the voice-assistance is enabled using AgentSettings->Basic->Voice configuration, the Auto Send Speech configuration enables the user to send the spoken utterances on pause.
Configuration Values
yes
enable auto-send speech
no
disable auto-send speech
The default value is no.
Dhee.AI supports the authorization of Users via validation of OTP. The OTP_AUTHORIZATION configuration is used to configure whether the widget should be allowed to use OTP authorization.
yes
enable OTP Authorization
no
disable OTP Authorization
The default value is no.
By default, the widget requires the User to provide a Name and Phone Number for User identification. The SKIP_USER_RECOGNITION option allows configuring the widget to skip collecting User information.
yes
hide user contact details form
no
display user contact details form
The default value is no.
The bot is allowed to escalate the User conversation to a human supervisor if it is unable to understand or process the queries. It would notify the Customer before escalating the issue to the human agent. DISABLE_AUTO_ESCALATION allows to override this behavior and stop the bot from escalating the issue. This is useful when there is a lack of human manpower to intervene and provide additional support.
Configuration Values
yes
disable Auto escalation
no
enable Auto escalation
The default value is no.
Dhee.AI provides a multilingual conversation AI bot and facilitates the feature, allowing the user to choose the language of his choice from the Widget UI. However, customers who do need multi-lingual support could hide the Language selection dialog by using the HIDE_LANGUAGE_SELECTION.
Configuration Values
yes
hide language selection
no
show language selection
When enabled, the bot would support only a single language. The default value is no.
The widget can be configured to escalate the User conversation to a human agent if it misses the user utterances or queries the second time.
Configuration Values
yes
force escalation to a human agent on second miss
no
do not force escalation to human agent
The default value is no.
The widget is configured to start with audio support by default. This can be an inconvenience in certain circumstances. The START_MUTED option allows the Customer to initiate the widget to start on silent mode.
Configuration Values
yes
enable silent startup
no
disable silent startup
The default value is no.
The user details form, which is displayed before loading the widget, has an option to Skip entering the details. The HIDE_SKIP_LINK allows the Customer to disable the link and ensure the user enters the user details.
Configuration Values
yes
hide Skip link in User details dialog
no
show Skip link in User details dialog
The default value is no.
The widget could be configured to start with a default intent for all users. For example, the widget could be configured to ask for User details in Tamil. The INITIAL_INTENT provides an option to the Customer to configure the default intent. The default value is null.
Similar to the INITIAL_INTENT, the widget serving social media users could be configured using the SOCIAL_INITIAL_INTENT. A use-case of this configuration is the inability of social media users to select the language from widget UI. To handle such a scenario, the default language could be used as initial intent.
This configuration is only for Social media users and does not affect any other user group. The default value is null.
Enables Google analytics support for your widget. Some of the common activities that could be tracked include
Speaker on/off
Conversation started
Conversation ended
User Message
Mic on/mic off
Bot message
Human supervision
Language change
Payment started
Payment ended
Configuration Values
yes
enable support for Google analytics
no
disable support for Google analytics
The default value is no.
The GA_TRACKING_ID allows configuring the Google Analytics Tracking Id. Google Analytics Tracking Id allows retrieving the configuration of your google analytics. Google Analytics would be enabled only if supplied with a tracking id. The default value is null.
The INITIAL_PARAMS allows passing parameters to the INITIAL_INTENT. For example, the Widget could be configured with an announcement of current offers and asking if the user wishes to view them. The possible initial parameters for a "current_offer" intent could be
INITIAL_PARAMS is applicable only if INITIAL_INTENT is set. The default value is null.
The bot is configured to initiate a conversation with the User again after the initial intent is completed ( for example, the bot could ask How can I help you ?). This could be overridden by using the SILENCE_AFTER_INIT_INTENT. When configured, the bot would remain silent after the completion of the initial intent.
Configuration Values
yes
bot remains silent after completing initial intent
no
bot initiates conversation after completing initial intent
This configuration is applicable only if the INITIAL_INTENT is configured. The default value is no.
The Widget could track the referrer by default. When configured, NO_REFERRER_CHECKS ensures the referrer is not checked by the widget.
Configuration Values
yes
referrer checks are disabled
no
referrer checks are enabled
The default value is no.
The customer could configure to display the widget within its iFrame. This would require a close button within the frame. SHOWINTERNAL_CLOSE_BUTTON options allow the Customer to show the close button within the iFrame. These are especially useful for _always open widgets.
Configuration Values
yes
show internal close button
no
disable internal close button
The default value is no.
HIDE_PHONE_NUMBER_AT_ENTRY allows disabling prompting for User phone numbers when the widgets startup. The default value is no.
Configuration Values
yes
do not prompt for user phone number
no
prompt for user phone number
The default value is no.
This configuration is now legacy and uses Web sockets by default.
In case of escalated queries, if the bot is unable to successfully escalate the conversation due to the unavailability of the human agent (supervisor is currently busy or unavailable), the bot could be configured to email a list of emails about the same.
The UNATTENDED_ESCALATION_EMAIL_IDS supports multiple email ids. The configuration supports a comma-separated list of email ids. The email would be sent to the list of email ids after the conversation ends.
The default value is null.
The customer can have requirements when the User needs to encourage to choose from a specific set of choices. These choices could be displayed as a collection of buttons. In such a scenario, the textbox would be disabled to discourage free-typing.
Configuration Values
yes
enable input via preset options only - disallows free-typing
no
free-typing is allowed
The default value is no.
Enables the use of the Dhee Text to Speech module.
Configuration Values
yes
enable Dhee's TTS module
no
disable Dhee's TTS module
The default value is no.
Dhee.AI supports the integration of Talisma CRM with the widgets for escalations of queries. The TALISMA_API_URL allows configuring the Customer-specific Talisma API Url.
When configured the escalated message could be viewed and addressed from the Talisma CRM. The default value is null.
The WALLET_REFILL_AMOUNT option allows the user to configure the default refill amount. This facilitates easy refilling for the Customer as the amount would be displayed automatically during refill. This is usually higher than the plan amount if you want to make bulk refills of your wallet.
The bot would read the displayed button and interactive lists aloud. Additionally, the button would be re-read aloud again if the User hovers the mouse over the buttons.
Configuration Values
yes
read aloud buttons
no
do not read aloud buttons
The default value is no.
The contact phone numbers of Users can be optionally masked in the generated Reports to ensure the security of the numbers.
Configuration Values
yes
mask contact numbers in reports
no
display contact numbers in reports
The default value is no.
The configuration allows to log in the in/out time of the supervisor in the Supervisor Escalation Portal.
Configuration Values
yes
allow supervisor portal escalation logging
no
disable supervisor portal escalation logging
The default value is no.
