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Conversation Events

The Conversation Events section lets you configure events that trigger automatically at the beginning and end of a conversation. Here, you can configure the Welcome and Exit Events.

  • Welcome Events: Configure dialog tasks and greeting messages that automatically trigger when a conversation is assigned to an agent.
  • Exit Events: Configure dialog tasks or conversation summaries that automatically 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 in handling inquiries efficiently, reduce Average Handle Time (AHT), minimize repetition, and improve customer satisfaction.

Managers can configure Welcome Events to provide consistent and relevant information at the start of a conversation. You can use these events for chat, voice, and email interactions.

On the Welcome Events page, configure the welcome experience that appears when the Agent AI widget launches. Define the Welcome Event activities in the following sections:
* Configure On-Connect Dialog Task * Configure Greeting Messages * Priority Settings

Configure On-Connect Dialog Task

In this section, you can select a pre-configured dialog task and channel and choose to extract intents from the selected dialog task when the Agent AI widget launches.

Steps to Configure the On-Connect Dialog Task

  1. Sign in to AI for Service.
  2. Click Product Switcher > Agent AI.
  3. Click the Agent AI icon from the left menu.
  4. Click CONFIGURATION > Conversation Events > Welcome Events.
  5. Click to expand the Configure On-Connect Dialog Task section.
  6. Turn on the toggle (if it’s in unavailable status).
  7. Select a channel—Chat, Voice, or Email.
  8. Select a configured dialog task from the Select Dialog list.

  9. Select the Extract intents from On Connect Dialog task radio button.

    Note

    When you enable this option, the system terminates the current dialog and uses the message node's content to identify the Next Best Actions (suggestions) upon encountering it. Ensure that the dialog flow contains only one message node, preferably at the end.

  10. Click Save.
    conversation-events

Configure Greeting Messages

In this section, you can customize greeting messages at the beginning of the conversation. Also, you can add new greeting messages and copy existing greeting messages for agents to use when communicating with customers through the Agent AI widget. You can edit, delete, enable, or disable existing messages.

Steps to Configure Greeting Messages

  1. Click CONFIGURATION > Conversation events > Welcome Events.
  2. Click to expand the Configure Greeting Messages section.
  3. Click the toggle button to enable it (if it’s in Disabled status).
  4. Select a channel—Chat,Voice, or Email.
  5. Select a language. The app's language appears by default.
  6. Click + Add Message > New Messages to add a new greeting message.
  7. Enter the new greeting message in the Message box, and click Add.

The new greeting message gets added to the list of existing messages.

  1. Click + Add Message > Copy from Chat to copy existing messages in Chat.

    Note

    Copy from Voice appears for the Chat channel and Copy from Chat appears for the Voice channel.

    copying-from-chat-messages

    a. Select the Welcome Messages button to select all the existing messages or select individual messages one by one.

    b. Click Confirm.

    All selected messages appear in the list of existing messages.

  2. Click Display Random Message to enable all configured messages and randomly display any three on the agent’s screen.
    display-random-message-and-select-message-language

  3. Click the down-arrow to change message language.

  4. Click the edit button against an existing message to modify it.
  5. Make the changes and click Update.
  6. Click the delete button against an existing message to delete it. On the Delete Message popup, click Yes.
  7. Click the enable or disable toggle against a message to enable or disable it.
  8. Click Save.

Priority Settings

In this section, you can select what to run first between the dialog tasks and greeting messages.

Steps to Set Priority

  1. Click CONFIGURATION > Welcome Events.
  2. Click to expand the Priority Settings section.
  3. Select the radio button On-Connect Dialog Task or Greeting Messages
    priority-settings

  4. Click Save.

    Note

    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 the Priority Settings section:

Exit Events

Exit Events mark the end of a customer interaction. This section lets you configure a dialog task, conversation summary, or an Agentic app to run automatically when the end-of-conversation event triggers. While multiple options are available, you must select one of the following combinations:

  • Configure End of Conversation Dialog Task + Conversation Summary (OOTB Kore Summarization)

or

  • Conversation Summary + Configure End of Conversation Agentic App

Configure End of Conversation Dialog Task

This section lets you select a dialog task to run automatically when an exit event triggers at the end of a conversation. To enable this, you must disable both the Conversation Summary > Custom Dialog Task and Configure End of Conversation Agentic App options.

Steps to Configure End-of-Conversation Dialog Task

  1. Sign in to AI for Service > Agent AI.
  2. Go to Configurations > Conversation Events.
  3. Click Exit Events.
  4. Select a channel—Chat, Voice, or Email.
  5. Turn on the Configure End of conversation Dialog Task toggle.

  6. A confirmation message appears, if you have turned on Conversation Summary > Custom Dialog Task. 

    !!! note

    For new accounts, the **Conversation Summary** > **OOTB Kore Summarization** is available by default.

  7. A confirmation message appears, if you have turned on Configure End of Conversation Agentic App.

  8. Click Yes, Proceed.
  9. Click to expand the Configure End of conversation Dialog Task section.
  10. Select a dialog task from the Select Dialog dropdown list.
    select-dialog
  11. Click Save.

Conversation Summary

Use this section to configure how the system generates a conversation summary at the end of a conversation and how it shares the summary during transfers. Agents can copy the generated summary and paste it into the Notes or Remark field when closing the conversation.

Steps to access Conversation Summary:
1. Sign in to AI for Service > Agent AI. 2. Go to Configurations > Conversation Events. 3. Click Exit Events. 4. Select a channel—Chat, Voice, or Email. 5. Turn on the Conversation Summary toggle.

Summary Generation

In this section, you can select how to generate a conversation summary at the end of a conversation.

You can select one of the following options:

  • OOTB Kore Summarization: Default auto summarization.

  • Custom Dialog Task: Lets you select a custom dialog task to customize the Conversation Summary. Refer to Configure Auto Summarization with Custom Dialog Tasks to learn more about customizing the summarization process. This field displays a list of dialog tasks or child apps based on the app selection at the app level. At the app level, if you have selected:

    • Universal App: The backend logic detects it and populates its associated Child Apps. You can expand each Child App to view and select its dialog task.
    • Child App/Normal/Singular App: The Dialog Tasks list displays dialogs linked to the selected app, and you can select any from the displayed list.

    Note

    Conversation Summary configuration is applicable only for third-party agent desktops.

Steps to set Conversation Summary

  1. Sign in to AI for Service > Agent AI.
  2. Go to Configurations > Conversation Events.
  3. Click Exit Events.
  4. Select a channel—Chat, Voice, or Email.
  5. Click the toggle to enable Conversation Summary.

  6. Select either OOTB Kore Summarization or Custom Dialog Task.

    1. If you select Custom Dialog Task, the following confirmation message appears (if you have turned on the Configure End of Conversation Dialog Task was enabled toggle):
      disable-end-of-conversation

    2. Click Yes, Proceed.

    3. Select a dialog task from the Select Dialog dropdown list:
      custom-dialog-task

  7. Select or clear the Show Submit button option.

  8. Click Save.

    Note

    To use the Custom Dialog Task option, you must disable Configure End of Conversation Dialog Task.

Summary Sharing

This section configures intermittent summary sharing for cold transfers. You can choose to share only the most recent transferring agent’s summary or the complete conversation summary, including the bot and all participants.

Steps to set Summary Sharing

Go to the Summary Sharing section and turn on one of the following toggles:
* Full conversation and bot summary (default): Share the complete conversation summary (bot and all participants).
* Transferring agent summary only: Generate only the transferring agent's summary when the agent generates an intermittent summary.

summary-sharing

Configure End of Conversation Agentic App

This section lets you select an Agentic App to trigger when a conversation ends. You can select either the same app used in Agentic Copilot or a different Agentic App. This toggle is disabled unless Agentic Copilot is enabled in Widget Settings > Agent AI Channel Specific Settings. Enabling it disables the Configure End of Conversation Dialog Task setting. The following options are available:

  • Use same app as Agentic Copilot: Uses the same app configured for Agentic Copilot.
  • Select a different Agentic App: Displays a dropdown list of available Agentic Apps (excluding the app used by Agentic Copilot).

Steps to Configure End of Conversation Agentic App

  1. Sign in to AI for Service > Agent AI.
  2. Go to Configurations > Conversation Events.
  3. Click Exit Events.
  4. Select a channel—Chat, Voice, or Email.
  5. Click the toggle to enable Configure End of Conversation Agentic App.

  6. The following confirmation message appears, if Configure End of Conversation Dialog Task was enabled.
    disable-end-of-conversation-dialog-task

  7. Click Yes, Proceed.

  8. Select Use same app as Agentic Copilot or Select a different Agentic App option.
    1. If you select the Select a different Agentic App option, the following screenshot appears:
      different-agentic-app
    2. Select an Agentic App from the dropdown list.
  9. Click Save.