Advanced

Advance

The AgentSettings->Advance section provides access to configuring advanced custom settings.

The following custom configurations are available.

AUTO_LAUNCH

The configuration dictates whether the widget should auto-launched.

Configuration Values

value	description
yes	enable auto-launch
no	disable auto-launch

The default value is false.

AUTO_LAUNCH_COUNTDOWN_SECOND

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.

AUTO_SEND_SPEECH

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

value	description
yes	enable auto-send speech
no	disable auto-send speech

The default value is no.

OTP_AUTHORIZATION

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.

value	description
yes	enable OTP Authorization
no	disable OTP Authorization

The default value is no.

SKIP_USER_RECOGNITION

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.

value	description
yes	hide user contact details form
no	display user contact details form

The default value is no.

DISABLE_AUTO_ESCALATION

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

value	description
yes	disable Auto escalation
no	enable Auto escalation

The default value is no.

HIDE_LANGUAGE_SELECTION

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

value	description
yes	hide language selection
no	show language selection

When enabled, the bot would support only a single language. The default value is no.

FORCE_ESCALTION_ON_2ND_MISS

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

value	description
yes	force escalation to a human agent on second miss
no	do not force escalation to human agent

The default value is no.

START_MUTED

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

value	description
yes	enable silent startup
no	disable silent startup

The default value is no.

HIDE_SKIP_LINK

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

value	description
yes	hide Skip link in User details dialog
no	show Skip link in User details dialog

The default value is no.

INITIAL_INTENT

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.

SOCIAL_INITIAL_INTENT

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.

GOOGLE_ANALYTICS_SUPPORT

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

value	description
yes	enable support for Google analytics
no	disable support for Google analytics

The default value is no.

GA_TRACKING_ID

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.

INITIAL_PARAMS

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

"offer_running" : "true",
"offer_name" : "monsoon offer"

INITIAL_PARAMS is applicable only if INITIAL_INTENT is set. The default value is null.

SILENCE_AFTER_INIT_INTENT

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

value	description
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.

NO_REFERRER_CHECKS

The Widget could track the referrer by default. When configured, NO_REFERRER_CHECKS ensures the referrer is not checked by the widget.

Configuration Values

value	description
yes	referrer checks are disabled
no	referrer checks are enabled

The default value is no.

SHOW_INTERNAL_CLOSE_BUTTON

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

value	description
yes	show internal close button
no	disable internal close button

The default value is no.

HIDE_PHONE_NUMBER_AT_ENTRY

HIDE_PHONE_NUMBER_AT_ENTRY allows disabling prompting for User phone numbers when the widgets startup. The default value is no.

Configuration Values

value	description
yes	do not prompt for user phone number
no	prompt for user phone number

The default value is no.

USE_WEBSOCKET - legacy

This configuration is now legacy and uses Web sockets by default.

UNATTENDED_ESCALATION_EMAIL_IDS

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.

MINIMISE_FREE_HAND_TYPING

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

value	description
yes	enable input via preset options only - disallows free-typing
no	free-typing is allowed

The default value is no.

USE_DHEE_TTS

Enables the use of the Dhee Text to Speech module.

Configuration Values

value	description
yes	enable Dhee's TTS module
no	disable Dhee's TTS module

The default value is no.

TALISMA_API_URL

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.

WALLET_REFILL_AMOUNT

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.

READ_ALOUD_BUTTONS

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

value	description
yes	read aloud buttons
no	do not read aloud buttons

The default value is no.

MASK_REPORT_CONTACT_NUMBER

The contact phone numbers of Users can be optionally masked in the generated Reports to ensure the security of the numbers.

Configuration Values

value	description
yes	mask contact numbers in reports
no	display contact numbers in reports

The default value is no.

ALLOW_SUPERVISOR_CHAT_LOGGING

The configuration allows to log in the in/out time of the supervisor in the Supervisor Escalation Portal.

Configuration Values

value	description
yes	allow supervisor portal escalation logging
no	disable supervisor portal escalation logging

The default value is no.