Agent Management

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Creating an Agent

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Create Agent Button

• Users with appropriate permissions see the Create Agent button in the Agents and Flows section.
• The system hides the Create Agent button from users who lack Personal Workspace access and have no shared workspace access.
• The interface hides filter options (My Agents and Shared Agents) for users who haven’t created any agents.

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Agent Creation Process

1. Navigate to the Agent and Flow section and click Manage.

2. Click Create Agent to display a list of available agent types.
3. Select the desired agent type.

4. Choose Create from Scratch or Use Marketplace.
5. Select a preferred creation method.

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Workspace Routing

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Testing an Agent

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Accessing the Testing Panel

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Testing Capabilities

• The panel provides default sample queries for one-click execution.
• Users can manually enter custom queries.
• Responses for both query types are displayed within the panel for comprehensive testing.
• Administrators can submit multiple queries per session to thoroughly evaluate agent performance.
• Clear Chat resets the chat history and input field for a new session.

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Agent Improvement Workflow

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Response Management

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Version Control

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Two-Version System

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Making Changes

1. Your changes are automatically saved to the Draft Version.
2. The Published Version remains unchanged.
3. An Unpublished Changes banner appears at the top of your screen.

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Unpublished Changes Banner

• Discard Changes — Remove all draft modifications.
• Publish — Deploy your changes to the live version.

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Discarding Changes

1. Click Discard Changes in the banner.
2. A confirmation pop-up appears with the following options:
   • Confirm — Permanently discard all changes and revert to the published version.
   • Cancel — Keep your changes and dismiss the popup.

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Publishing Changes

1. Click Publish in the banner.
2. You are redirected to the Publish screen.
3. Review the Include unpublished changes for publishing checkbox:
   • Checked (Default) — Publishes your draft version with all modifications.
   • Unchecked — Only applies user list updates, keeping draft changes separate.

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Agent Options

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Available Actions

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Modifying an Agent

1. Navigate to the desired agent list page and locate the agent you wish to modify.

2. Click the three-dot icon next to the agent’s name. A menu appears with the following options:
   • Edit — Open and modify the agent’s details.
   • Publish/Unpublish — Change the agent’s status.
   • Delete — Permanently remove the agent.
3. Select the required option and complete the modifications as needed.

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Sharing an Agent

• Creators and editors can assign Editor or Viewer access at the individual or workspace level.
• Only workspace members can be invited to collaborate.

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Schedule Trigger

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Configuring a Schedule Trigger

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Handling Alert Tasks

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Core Concepts

• Title — A concise title describing the reason for the pause.
• Description — A more detailed explanation of the pause and potential next steps.

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Prerequisites

• Hold Trigger Mechanism — Implement a mechanism to send a predefined hold template message to the user when a conversation needs to be paused.
• Resume Mechanism — Define how alerts or messages will trigger the resumption of the paused conversation using the conversation_reference_id.
• Correlation ID — Ensure both the hold template and the resuming alert include the same conversation_reference_id for proper matching.

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Triggering a Conversation Hold

let sessionId = context.<uniqConversationId>;
let response = {
  "type": "template",
  "payload": {
    "template_type": "hold_conversation",
    "title": "Request is being processed...",
    "description": "You will be notified as soon as it is ready!",
    "conversation_reference_id": sessionId // e.g., "abc123"
  }
};
response = JSON.stringify(response);
print(response);

• Pauses the ongoing conversation.
• Displays the hold template to the user, including the customized title and description.

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Resuming a Conversation

let response = {
  "conversation_reference_id": id, // e.g., "abc123"
  "text": result
};
response = JSON.stringify(response);
print(response);

• The hold template is removed from the user interface.
• The new alert or message is displayed to the user.

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Key Points

• Customization — Leverage the flexibility of the hold template to provide contextually relevant messages to users.
• Mandatory Correlation ID — The conversation_reference_id is critical for ensuring seamless conversation flow during pauses and resumes.
• Alert/Message Flexibility — Support various response formats, including plain text and custom bot templates, for optimal user experience.

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Notify API

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Endpoint Reference

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Path Parameters

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Sample Request

curl --location --request POST 'https://work.example.ai/api/1.1/public/agents/ag-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/notify' \
--header 'authorization: <YOUR_AUTH_TOKEN>' \
--header 'Content-Type: application/json' \
--data-raw '{
    "to": "john.doe@example.com",
    "message": {
        "title": "Agent Update",
        "body": "Notification description"
    },
    "category": "agent",
    "actions": [
        {
            "title": "LaptopRequest",
            "type": "postback",
            "utterance": "submit action 1",
            "payload": {
                "transactionId": "tx-qwe2cd11",
                "sessionId": "s-hr3wx21rt",
                "event": "laptopRequest"
            }
        }
    ]
}'

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Request Body Parameters

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Sample Response

{
    "notify": "success"
}

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Key Points

• The to email address must belong to a valid application user.
• Use custom payload data for tracking and response handling.
• The to key accepts a single email address in the initial implementation.
• Include actions in the request payload to present users with interactive buttons.