Skip to main content
Conversation Events let you configure actions that trigger automatically at the start and end of a conversation. Use this section to configure Welcome Events and Exit Events.
EventDescription
Welcome EventsDialog tasks and greeting messages that trigger when a conversation is assigned to an agent.
Exit EventsDialog tasks or conversation summaries that run when the end-of-conversation event triggers.

​
Welcome Events

Welcome Events are preconfigured messages or prompts that trigger automatically when a conversation is assigned to an agent in the Agent AI widget. They guide agents from the start, reduce Average Handle Time (AHT), and improve customer satisfaction. Configure Welcome Events in three sections:
  • Configure On-Connect Dialog Task
  • Configure Greeting Messages
  • Priority Settings

​
Configure On-Connect Dialog Task

Select a dialog task to run automatically when the Agent AI widget launches.
  1. Sign in to AI for Service.
  2. Go to Agent AI > Configurations > Conversation Events > Welcome Events.
  3. Expand Configure On-Connect Dialog Task.
  4. Turn on the toggle if it is off.
  5. Select a channel — Chat, Voice, or Email.
  6. Select a dialog task from the Select Dialog list.
  7. Select Extract intents from On Connect Dialog task to identify Next Best Actions from the dialog.
    When enabled, the system terminates the current dialog and uses the message node’s content to identify suggestions. Ensure the dialog flow contains only one message node, preferably at the end.
  8. Select Save. Conversation Events

​
Configure Greeting Messages

Customize greeting messages displayed at the start of a conversation. Agents can use these messages when communicating with customers through the Agent AI widget.
  1. Go to Configurations > Conversation Events > Welcome Events.
  2. Expand Configure Greeting Messages.
  3. Turn on the toggle if it is disabled.
  4. Select a channel — Chat, Voice, or Email.
  5. Select a language. The app’s default language is pre-selected.
  6. Select + Add Message > New Messages to add a greeting message.
  7. Enter the message in the Message box and select Add.
  8. To copy messages from another channel, select + Add Message > Copy from Chat (or Copy from Voice for the Chat channel).
    Copy from Voice appears for the Chat channel. Copy from Chat appears for the Voice channel.
    Copying from Chat Messages
    1. Select Welcome Messages to select all existing messages, or select individual messages.
    2. Select Confirm.
  9. Select Display Random Message to randomly show any three configured messages to the agent. Display Random Message
  10. Select the down-arrow to change the message language.
  11. Select the edit button on a message to modify it, then select Update.
  12. Select the delete button on a message to remove it. Confirm by selecting Yes.
  13. Use the enable/disable toggle on a message to activate or deactivate it.
  14. Select Save.

​
Priority Settings

Define whether the dialog task or greeting messages run first.
  1. Go to Configurations > Welcome Events.
  2. Expand Priority Settings.
  3. Select On-Connect Dialog Task or Greeting Messages. Priority Settings
  4. Select Save.
If Agentic Copilot is enabled in Widget Settings > Agent AI Channel Specific Settings, the message “Whenever Agentic Copilot is enabled, it will run after the configured Welcome Events” appears in this section.

​
Exit Events

Exit Events mark the end of a customer interaction. Configure a dialog task, conversation summary, or Agentic app to run automatically when the conversation ends. Select one of the following combinations:
  • Configure End of Conversation Dialog Task + Conversation Summary (OOTB Kore Summarization)
  • Conversation Summary (Custom Dialog Task) + Configure End of Conversation Agentic App

​
Configure End of Conversation Dialog Task

Select a dialog task to run automatically at conversation end. To enable this, disable both Conversation Summary > Custom Dialog Task and Configure End of Conversation Agentic App.
  1. Sign in to AI for Service > Agent AI.
  2. Go to Configurations > Conversation Events > Exit Events.
  3. Select a channel — Chat, Voice, or Email.
  4. Turn on the Configure End of Conversation Dialog Task toggle.
    • If Conversation Summary > Custom Dialog Task is on, a confirmation message appears.
    For new accounts, Conversation Summary > OOTB Kore Summarization is available by default.
    • If Configure End of Conversation Agentic App is on, a confirmation message appears.
  5. Select Yes, Proceed.
  6. Expand Configure End of Conversation Dialog Task.
  7. Select a dialog task from the Select Dialog list. Select Dialog
  8. Select Save.

​
Conversation Summary

Configure how the system generates a summary at the end of a conversation and how it is shared during transfers. Agents can copy the summary into the Notes or Remark field when closing the conversation.
  1. Sign in to AI for Service > Agent AI.
  2. Go to Configurations > Conversation Events > Exit Events.
  3. Select a channel — Chat, Voice, or Email.
  4. Turn on the Conversation Summary toggle.

​
Summary Generation

Select how to generate the conversation summary:
OptionDescription
OOTB Kore SummarizationDefault auto-summarization using Kore’s built-in model.
Custom Dialog TaskUse a custom dialog task for summarization. Displays dialog tasks or child apps based on app selection.
Conversation Summary configuration applies only to third-party agent desktops.
Steps to configure Summary Generation:
  1. Turn on the Conversation Summary toggle.
  2. Select OOTB Kore Summarization or Custom Dialog Task.
    • If you select Custom Dialog Task and Configure End of Conversation Dialog Task was on, a confirmation appears.
    Disable End of Conversation
    1. Select Yes, Proceed.
    2. Select a dialog task from the Select Dialog list.
    Custom Dialog Task
  3. Select or clear Show Submit button.
  4. Select Save.
To use Custom Dialog Task, you must disable Configure End of Conversation Dialog Task.

​
Summary Sharing

Configure intermittent summary sharing for cold transfers. In the Summary Sharing section, turn on one of the following:
OptionDescription
Full conversation and bot summary (default)Shares the complete conversation summary including bot and all participants.
Transferring agent summary onlyGenerates only the transferring agent’s summary for intermittent transfers.
Summary Sharing

​
Configure End of Conversation Agentic App

Select an Agentic App to trigger when the conversation ends. This toggle is only available when Agentic Copilot is enabled in Widget Settings > Agent AI Channel Specific Settings. Enabling this disables Configure End of Conversation Dialog Task.
OptionDescription
Use same app as Agentic CopilotUses the same app configured for Agentic Copilot.
Select a different Agentic AppChoose a different app from the available list.
Steps:
  1. Sign in to AI for Service > Agent AI.
  2. Go to Configurations > Conversation Events > Exit Events.
  3. Select a channel — Chat, Voice, or Email.
  4. Turn on the Configure End of Conversation Agentic App toggle. A confirmation appears if Configure End of Conversation Dialog Task was enabled. Disable End of Conversation Dialog Task
  5. Select Yes, Proceed.
  6. Select Use same app as Agentic Copilot or Select a different Agentic App.
    • If you select Select a different Agentic App, a dropdown appears.
    Different Agentic App
    • Select an Agentic App from the list.
  7. Select Save.