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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:
SettingDescription
Proactive ModeAutomates intent identification, entity extraction, and transcript generation. When enabled, also supports Automatic Dialog Task Entity Extraction. Enabled by default for all channels.
Agent CoachingEnables real-time coaching based on agent utterances and speech analysis. Disabled by default; available for Chat and Voice channels.
Agent PlaybookProvides structured guidance for agents. When disabled, the Playbook tab is hidden; when enabled, welcome messages become part of the Playbook step. Disabled by default.
Agentic CopilotEnables autonomous, end-to-end conversation handling. Agents can cancel, override, or edit messages. Configure language, app selection, auto-send, and timer.
Agentic Response StreamingStreams Agentic Copilot responses incrementally, reducing perceived latency during live conversations.
Auto-Scroll Widget ContentAutomatically 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 ButtonControls the Send button for Agent AI responses. Available for Chat and Email; enabled by default for Chat.
Copy ButtonControls the Copy button for Agent AI responses. Available for Chat and Email; enabled by default for both.
Widget Search Bar ConfigurationConfigures search sources. When enabled, select from XO Platform, Search AI, and Agentic App. When disabled, results from all sources load simultaneously.
Conversation TransferDefines behavior when a conversation is transferred between agents. Applies to third-party configurations with appropriate transfer events.
Proactive Mode when disabled:
  • The Assist tab Run button is disabled; 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 does not occur.
  • If the Playbook widget is also disabled, the default landing page is My AI Agent (Bot).
Conversation Transfer options:
Transfer TypeDescription
Cold TransferHandover between two agents. Applies to Voice, Chat, and Email. A new summary is generated for the receiving agent.
Warm TransferConference 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 disabled 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 XO 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 is 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.
  8. For Agentic Copilot:
    • Select a language.
    • Enable or disable 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).
        Agentic Copilot All Agents
      • 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.
        Agentic Copilot Specific Agents
  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
    Control Transcript Visibility
  10. Turn on Widget Search Bar Configuration.
    1. Select one or more options — XO Platform, Search AI, Agentic App.
    2. If Agentic App is selected, choose an app from the dropdown.
    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. Agent AI Channel Specific Settings

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Agent AI General Settings

Configure global widget behavior including URL handling, data format, and language preferences.
SettingDescription
URL Opening BehaviorDefault 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 PreferencePlain String — sends messages in plain text. Original Format — sends messages with HTML tags as received. Applies to Playbooks and Dialog Tasks.
Help & SupportShow or hide Help & Support in the widget. Configure which components appear (Documentation, FAQ, Kore Academy) and their URLs.
Honor Bot Event – Intent not foundWhen enabled, triggers the configured intent-not-found event if Agent AI cannot identify the user’s intent.
Default Language for Agent AI WidgetSets the widget display language. Optionally allow agents to change the language at runtime.
Dialog Task Display Name ConfigurationsDefault 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. Post Event URL Opening Behavior

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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. Enable or disable Help & Support.
    1. Select the components to display — Documentation, FAQ, Kore Academy.
    2. Customize the URLs for Documentation and FAQ as needed.
  6. Enable or disable Honor Bot Event – Intent not found.
  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.
    Custom Script
  9. Select Save. Agent AI General Settings

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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.