all right with that said it's the it's about time to start hello everyone good morning good afternoon good evening for the folks who have joined from different time zones uh welcome to today's Academy session before jumping into the topic we have an announcement we are redesigning our Academy sessions making them more meaningful by categorizing them as agent chat advanced work assignment AWA and sidebar plus next experience we are going to bring it under next experience Academy and then virtual agent plus AI plus generate to AI we are combining that into AI Academy so the idea behind this is giving that uh uh specific set of sessions for the customers to easily or quickly understand understand where they can go and find it and grouping them together will definitely help it uh help them to find the information more easily and to understand how those are uh interrelated with each other so for our plan is uh the AI Academy we will be doing every other Tuesday starting from Jan 9th and it starts at 8:30 a.m. PSD next experience Academy we do once a month and third week at 8:00 a.m. PSD so there might be a change with the timing or uh the categorization we will keep you posted about any changes maybe we will try to uh provide more details in our next AI Academy on Jan 9th so please stay tuned you may have a question that you have already registered for our conversational interface Academy and how we are going to move you into into the next experience or AI acmy we are still working on that mostly we are we may automatically try to move you into these academies if not if we needed you to re-registered we will provide those details um in our Jan 9th Academy so with that said if anybody has any questions uh please ask now or you can send it in the chat or the Q&A about these Academy sessions we will still continue having our uh YouTube channel if there is any change to our YouTube channel subscription we will also let you know in Jan 9th as usual as in a reminder we do have our uh separate Community forums for virtual agent um nlu and we have a separate forum for agent chat advanced work assignment and sidebar in our community so do uh go to our communities to find what coming new in our future uh I mean in our current releases or any other questions that you have you can ask there the other customers of expert will try to answer including us and we have our uh YouTube channel as everybody most of you are aware that conversational interface Academy that's our YouTube channel do subscribe to our YouTube channel to watch all our Academy sessions that's been recorded and posted for your reference so whenever you have any confus or any question just go and look for that uh title or the topic and try to watch it today's session will also get recorded and posted into this channel so today's topic is what is the different ways to connect with the live agent myself Sam yukari I work in conversational interface product management team the reason for this topic today is I've been hearing about this particular question a lot in a different directions some with virtual agent some without virtual agent and understanding the confusion and concerns about the which license is required and how this configuration works so I'm presenting this Academy session for your help to understand the different options that's available the goal for today is I'll be talking about a little overview I don't want to uh dig deeper into it as most of you are aware of about all our products if you have any questions please do post it in Q&A and we will try to help you to answer and then I'll talk about different ways to connect with a live agent with virtual agent without virtual agent and the demos I'm going to do per use case uh specific so that I can show you the difference uh for all the different ways to connect with the live agent and then I'll be leaving five minutes at the end for the Q&A to go through all your questions and to respond with that said I'm getting into the details as you all been aware about our arual design um how our conversational interace um path to resolution works now in this screen what I'm showing is let's say I have a different there are different service channels like requestors coming from different places like messenger workpl teams lag or any other third body BS or from uh any of those integr ated with the service now virtual agent and virtual agent is um is our the int intelligent conversational bot which try to respond to all those common questions based on your defined answers without having any agent involved into those conversations so most of the common questions like knowledge base looking some for asset information or any cases status or out um outages or user approvals any of those you can Jus Define in your virtual agent and let the bot respond to your requesters let's say if your Bot is not respond is not having more information and more help and the requestor wants to connect with the live agent yes with the virtual agent you can configure with the live agent and assign that conversation to the uh agent through our smart routing technology called advanced work assignment so that's one option and the second one is we do hear that customers doesn't want to use virtual agent at all and they want the chat from these service channels directly goes to the agents yes it is available I'll be showing those in our demos today so you can directly put your requests with the live agent through our smart routing mechanism which is advanced work assignment so here is advanced work assignment how it takes the uh interactions and assigned to WR agents as most of you are aware we have the routing um conditions from which channel the conversation is coming what type of a context you're looking and what are the list of attributes let's say from this uh country this charts has to go to this particular agent you can Define all those routing uh conditions and then put them through the different set of cues that you want uh for example the VIP chat so the interaction that came from the request and you know the customer or like uh there is an emergency or in a VIP customer you want to capture those informations and then you want to put all those conversations get into the VIP chart you can do that configurations uh using the routing skills and the uh Q condition so once the conversation comes into VI chat and then AWA try to look for the agents that you have already defined into different set of groups who is available when it is Q assigning to an agents it will follow the assignment rule rules that you have defined in your configurations like based on availability based on agents capacity or their skills or any special uh mandatory conditions that you want those interactions to have it to assign those particular agents so that way you are not just assigning to call the conversations to all the agents instead you're assigning to the right agent saving the time for the other agents and making this conversation get routed faster and get resoled within high quality there's like lot many options available assigning to agents in one group if nobody is available you can overflow into the another group and look for other agents that's available uh just be aware I do hear a common question I want to assign all my conversations to all the agents with virtual agent that is not in a best practice or ideal scenario the whole purpose of advanced work assignment is to find that right right agent and assign the chats to that right agent while saving the time for other agents and letting them work on the meaningful work that they can if anybody wants to make that change there is an option available with the script uh coding uh those informations are available in our community and KV articles and also do watch our um Academy sessions that has been done in the past for advanced work assignment because I might have t talked already about the skill routing overflow some of those uh capabilities that you can rewatch and understand so um like once the chat uh interaction is assigned to an agent now for the end user they'll see all the chats into their chat window now on the agent side the agent chat uh panel is embedded within the agent workspace so you do need your agent workspace but if you're already in next experience and using our configurable workspaces most of our agent workspace is automatically in um provided along with the configurable workspaces now agent chats and also does lot much on the side within this agent workspace that's a tool for the agent so with that said I want to get into the demos so let's say the first one is how do we hand uh hand off to your live agent for what ual agent so I want to show how this experience looks for the requester um when it's handoff to live agent so the step one is you're using virtual agent board and the board is asking some questions and the requestor is responding to those questions based on those question answers the virtual agent asks the next set of questions let's say the requester doesn't want to interact with the bot and uh he thinks that hey I want to connect with the live agent so uh provide the option that where he can click and click on the connect to live agent to get an agent into the conversation so that's the demo I'm going to show today so if you see this is my screen requestor is on the portal there is a K22 bot so requestor uh already grabbed the username and started providing the custom greetings hello Victor you current currently have two uh 2,000 plus open issues and then Victor decided I want to connect with live agent uh sorry like this went really fast so show me everything is what you will Define in Virtual agent and that will have the live agent support So when he clicks on live agent support uh You observe here it's been routed to Beth angelin as an agent now she is responding to Victor in his portal chat window so this is how from the virtual agent you can connect with the live agent now this next demo is designing a virtual agent topic to support multi-p live agent transfer so what this means is here you have a virtual agent bought so in the previous D we just showed the list of topics connect to live agent so requestor clicked on live agent support and connected with an agent let's say you want more specific information from the requestor and you want that conversation go to the right set of agents in a group not just sending to General uh agents group rather you want to send to an HR Group or you want to send to it group for those you can Define and design in Virtual agent designer all the flow steps how you want your what to uh provide those informations to the requestor and based on requester's choice you can pick that particular queue and put the conversation through that queue to connect with that live agent and here is the demo for it what you're seeing here the screen this is the virtual agent designer so I'm go I'm directly going into the virtual agent designer to show you how this designer is being designed we have done a lot of uh sessions in the past you can watch for the in-depth details for the complete configuration of this virtual agent designer but for this session my focus is to show you the different options how the live agent uh can be configured uh so that you know well that whether you need virtual agent or you doesn't need the virtual agent and there is a Ways available and if you need further help or information you can easily ask your account Executives to connect with us or ask them to provide the resources and the product documentation so we have all the details available in product documentation just this is a guidance for you to go directly to the right locations in the product documents searching with the right keywords to find more helpful information now here what I do is I went to the chat setup in service now instance now I make the live chat enabled and I'm selecting what workspaces that I need it's a CSM HR itm or I'm making a global uh agent workspace you do need this one for the agents to get into those workspaces and now if you see here there's a context there's a different set of context there is an application so from which application this conversation is coming you can configure your applications like whether it's a portal or it is like a employee work center or like it's coming from some other portal you can Define that in using this particular context likewise the device type which device the chat is coming from the mobile chat is coming from the desktops you can Define that and you can also uh look for the queue like to which queue you want to um put this conversation to so you can have all those configuration settings in this chat setup context variables and then now I'm going to Virtual agent designer so I'm creating a new one so I clicked on Virtual agent designer here I'm going to define a new uh flow for my bot to ask questions to the requestor so my new designer is VA La Handover handoff and then I'm defining the what type so it's a setup topic and the type is a topic because I'm providing as in a topic with in the virtual agent for the requestor and then you can also different set of uh roles and uh do pick the live agent variables how you want for this demo I'm using the application so that's why I'm selecting the live agent application so that I can pick from which portal this chat interaction is coming in I'm also showing the nlu model uh Please be aware just using the virtual agent with live agent you need standard license but if you're using nlu model you do need the pro virtual agent license now in my designer I picked the static choice and I'm providing a name these are the uh cions that will be uh shown to your requestor so which department which department do you need assistance with since I'm using nlu model I'm enabling nlu you can Define the model which you want to uh uh be asked in the chat for the requesters as you all be aware nlu does much more uh in an intelligent uh I mean interactions through the bot now here I'm providing two lab labels like something is broken that's one choice I'm giving to the requestor and then something about my employment or a direct report that is another Choice I'm providing now what I do is uh I'm adding a decision so since I have two options provided something is broken and something uh else with the employment so I'm going to put those two to my desion box based on which option the requester selects I want to categorize that to that particular um prompt so now here I have provided HR for one question and I'm giving it for something is broken or I need help F and then I'm adding the script action to allow HR and IT look for an available agent based on the selected decision taken by the requester and I'm writing a script here this is just like I since I'm using live agent application so I'm using that variable here and picking that variable name as an HR since I have HR and ipsm and then I'll also try to uh add a condition is there any live agent available online because if no one is available online it doesn't make sense to send it to HR and putting into the queue so I can even write some custom script here if no one available in HR send it to the general chat que so you can play around with the script actions with your customizations based on your use case now uh now I am adding the script for it I'll be doing the same thing now I'm changing here the application to itm and after this what I do is I'll add another script now in this script action what I do is anything that's coming from itq and it hrq and if there is an agent available connect to the live agent if you see here I'm writing the script connect to live agent as my step so now with this one I published let's test how this works in for the requestor so now requestor is here in the portal and um starting a new conversation the requester saying help with distribution list so what you're seeing here is what do you want to do all these are all the topics coming from a from other topics in Virtual agent designer now for us when we provide live agent that has to trigger our topic which we created now so I provided live agent and see that it prompted asking which option do you want to choose something is broken that has to go to the it uh itm so it goes to an IT and goes to an IT agent now if you see here this is an agent workspace the agent in it group he got the conversation and he's now getting into the chat to connect with the requester you can also have your custom messaging like how I have here thank you for contacting support I'm looking into your cushion now and we'll be with you shortly these are all the customizations it's available so you can always Define those in agent chat console the agent responded to request her hello how can I help and now let's say I'm ending this conversation and let's try the other option that we had so we selected the first one right now we'll select the second one started my conversation again and now I provided the keyword live agent based on the live agent it triggered the topic now I'm selecting the second option something about my employment so now the conversation will go to hrq and a different uh agent will get into this chat conversations if I have defined a different set of groups for that HQ so the agent has so what you're seeing is the previous one now this is a new one uh if you see here this is the old one for the first option the distribution list email live agent so all those so we did not get the conversation into the first agent agents like itm agent Q so we got the conversation into the hrq which which is a new conversation that got into it okay so with that said let's get into the next uh set of uh options let's say you don't want to use Virtual agent you want directly uh put your requestor or employee to connect with the live agent so there is an option available you don't need virtual agent so I'll be showing those options here there's three way three different ways that you can do it so one is just avoid virtual agent for the portal and allow the direct live agent connection so in my demo I will be showing all three together the first one we talk about connect to live agent from the chat window the second one is you can actually have a link for your chat window anywhere in your website so when the requestor or the employee clicks on the link that will directly open the chat window and allow to connect with the live agent directly without any other common questions or anything that's the second option and the third option is let's say you want to add the chat conversation as a link but you want to ask a set of va topics um within that link for example let's say the employer uh employee is looking about his new hiring details and then he's in that website and he has some questions hey I'm not finding my new team member information and then he clicks on that link and direct L that opens the VA topic okay which information do you want and you can ask some certain set of questions based on those questions uh uh responded by the employee you can assign to the live agent so these are different ones again here I'm talking about VA topic but that is virtual agent topic designer it doesn't require uh I mean any pro license here so the standard license works for VA topic designer so I'm an employee and I am in my portal here so The Bard already recognize the name hello Vincent please let me know what I can help now for this configuration what I'm doing is in the um in the conversational interfaces homepage I'm actually trying to select two portals here so let me pause here so what I'm trying to do here is If You observe here select a portal employee Center and service portal so I also hear common questions from customers hey we don't want to activate uh agent chat for our HR portal we just want only for the itm portal yes you can always Define and this is the configuration for it in the conversational interface homepage select the portal that you want and whatever the settings that you define that applicable only to that portal so for this demo I have employee Center and service portal now for employee Center in my settings what I'm trying to do is I'm going to take out all the B I don't want the virtual agent com into the picture I want directly put the conversation to the live agent so if You observe here live agent only not equal to uh via active I'm taking it out I want to make it true so that means every conversation it will just assigned to the live agent now I'm refreshing this page here and I'm in ESC which is employee self Center and right now I don't have any agents available online but if you see this one uh in the chat window uh just one minute I'm just replaying back to show you uh how the messages come in here so now if you see here it did not ask any common questions it did not even passed uh the custom greeting message to the employee so what it does is when when I started the new conversation directly looked for available uh agents so there are no available agents so send back there's no agents available thank you for using our chat uh support chat if there is available agent it will send the request to an agent and agent comes into the chat and he directly interacts with the live agent now the second option is how to add this chat as a link in your website so on the right side when you click on um panel observe here the _ application equal to HR so there is a link that's been created that's a link you need to add as a link in your website so I'm copying this link here so let's say uh in the portal I go to it page and I can add the link anywhere that I want I can add it here as a link and when I click on that link it will directly opens the agent chat so for now I have not added the link here but I can show you when I provide that copied link uh from the pad how it will open the agent chat so I'm removing the rest of the text from my instance link and I copied paste what I have copied from that panel so now if you see here live agent only is true and observe here it directly opened the entire chat into in that website so there is no chat icon request I mean employee did not click on the chat icon to start the conversation he just clicked on the link and it just opened the uh bot window here now based on our configuration I'm not putting any virtual agent questions here right so my idea was to directly connect with an agent so the same is happened here the minute when he clicked on the link it opened the chat window and it directly looked to connect with an agents uh anybody is available to connect with that's our second uh that I was talking about in your website like you can add the link in knowledge base anywhere you want you can add it like somebody comes into the knowledge base and you want to have this link now let's say when someone is clicking on that link you want to ask some certain questions hey have you not found any uh article like are you looking for any specific information based on that you want to let your agents know their uh cions properly so that way they can help to resolve the issue faster so you can do that as well now for that let's try to do how we can put it as in a topic now what I'm doing here is I'm using the system parameter topic equal to and I want to bring up the topic from the virtual agent designer so now here watch me how I'm where I'm going to pick that topic this ID so I went back to my instance here now I'm looking into the table sis underscore cscore topic that's a table so we might have provided out of the box some topics or you might have also added your custom topics here so whichever whichever the topic you're picking make sure active is true and take the topic and um so here I'm using the topic email issue now click on open record and top on the right side you'll find the CIS ID copy that CIS ID now add this one like whatever that I have the HTTP 1 right so that I can just have it as a link and provide in my website so when when the requestor or employee clicks on that link I am directly opening into this topic now if you see here since I triggered the topic what type of issue are you experiencing and this is related to the email and see that there is an options available uh whichever you have provided in the topic so here I provided like authentication issues C and email can't receive emails everything that's related to the email issue so now I am uh starting the conversation for the employee or the requester from that topic without asking any other questions so it's like saving the time and getting into the topic uh into the situation and collecting information to connect with the live agent now can't send the live agent so the bot has some information so it it started sending here are the few things you can try and does these help works for you if he says yes well and good if he says NOS you can give an option like what what all the additional information you need or connect with the live agent and this you can achieve by knowing the topic uh soci ID now let's do uh another thing now I'm selecting the portal Service uh service portal so now in this also right now if I um have my portal here I don't have my live agent connect from the service portal directly so I can just go to this portal and um add that uh script live agent only equal to true and now observe me here I will be going to service portal that provided my instance slsp takes me to service portal and service portal you can have your different bot name you can have the different logo uh picture different set of uh greeting messages so you can make it totally uh customizable in comparison with the employee employee Center portal so you can have multiple portals have a different experience for your user so with these are the three options that said I'll go to the next so activate chat Support options to connect directly with the live agent let's say you have your agents and you doesn't they doesn't want to do any of these things and they just want to connect with the live agents you have option to do that as well but see this one on your chat I when you click on the three dots it will show connect support agent by doing this configuration when there is one agent available online this gets enabled for the user to click on it and connect directly with the live agent Please be aware this option will always try to connect to only one que so it doesn't uh it cannot connect to different cues and um you cannot Define hrr ID none of those happen so this is only one particular queue and uh only those set of agents that you've defined in the Q will receive that request and now if you see here in my service portal I have added the script of the HR here you can Define whichever application that's coming from for service portal I gave a was in a h so the minute I add that script line the contact L agent gets activated now here is the agent chat console you also need to be uh uh I mean need to check if your agent chat is active or not so it has to be act active to see that particular option in the three dots menu for your chat window as you all are aware agent chat console so you can you can have all these settings for agent name Avatar name in header transcript download your custom agent transfer message custom no agent available message defining quick actions agent wishper enable emojis autopilot conversational history and much more if you need more details about this we have done some academies in the past you can watch those Academies or our product documentation that's a great help you'll find all these capability details there so I clicked on the quick actions here as a default we are providing three but you can always have your custom quick action here by clicking on new and if you are using the classic um instance you can also click on the classic in instance setup which is on the background you can also look at this configurations that you have done and for defining your context yes you do have to come to this page from the uh agent agent chat console to this page to Define your cues or your applications or the device types to add your custom Scripts I'm going back to agent chat table here and observe here that I have different set of portals here I have different like employee um Center chat CSM chat service portal I can refer any number of portals that I want and I can have my custom script here which chat queue that I want to send that particular portal interactions to for the portals you want to active live agent or not based on the script you can always control now let's say for CSM I want some some Advanced configurations that I want this chat Works only for the Polaris so you can have your custom script here this is a custom script that that I have added So based on that particular conditions I want the experience for the requestor or employee be different for CSM portal in comparison with employee Center portal or service portal so that's it and let's see like how agent live agent transfer using advanced work assignment um as most of you might be aware how our configuration worked sorry we are running little late here since we had like so many demos and I really wanted to cover all these topics just to make sure that it's the end of the year like next year 20124 I want everybody be aware that how these setups been working as we see that there is a good amount of customers migrating from connect support to agent chat and who are looking for these particular options so hoping this will be a great help so uh sorry for the delay and if you have a busy schedule you can uh you can watch this recording from our YouTube channel While others we have time let's uh finish this last demo and then continue go through the Q&A our advanced work assignment as you all know we Define uh you you define your service channels cues assignment rules based on those it will always look for the right agent to assign you can Define the agent present status online available or you want to give any customization status you can do it and you can also Define the reject region uh uh reasons like why the agent is rejecting sometimes uh you can also have certain questions to gather the feedback or complexity for the agent like it's not my area or I'm not so expert on this one so that way you can train your agents to get better taking the complex conversations as well now for the service Channel yes you do have to Define what chat type that gets into that particular service Channel and then you you can also look for the status let's say the chats that's been closed you don't need those to go to an agent so you can block them by having any a condition state is not one of like closed complete or closed abandoned and then in the cues you define all your different set of cues um for the best practices always have your different set of groups unless you want like one particular group uh Quee as a general one and put it put all the chats into it and then look for General agents but most of the customers who are having multiple um agents for different uh departments they use multiple cues and make sure the agents in those cues only get those conversations who are experts who knows how to solve that issues now in this case um I'm choosing my context variable as application since we have used HR and itm so for this it chat Q I'm giving itm anything that's coming from the itm specific application that goes to the que it chat que and now in that chat I provided the group and I can provide the list of agents who belongs to that chat group let's say the HR P payroll chat it's the same thing I have written my custom script here based on because I needed additional conditions to meet because I don't want my HR agents just take every uh every HR question I want very specific the ones that's coming for the payroll so I can have some uh context or like keywords from the text that's coming from the interactions based on that I can anything that says payroll or I payub I want to put those conversations into the HR payroll chat and then I defined a different group here HR payroll and I kept a different set of agents in those HR now here for the present States uh as a default we provided agent available chat and whatever you define that it will show up for the agent uh agent workspace as an agent status you can have any any sort of like present States like if you are using Whatsapp you can have the WhatsApp there and agent can see what all the type of conversations coming through they're going to accept and then we also have operational Dash dashboard available for advanced work assignment where you can see like for that particular um in that particular portal what are the set of questions that came like what was the average weight time and how many agents are available how many work items being accepted how many being rejected abandoned to train your agents uh well and also understand that how well the agents being performed and how you need to train them to make them more efficient so that does help uh through this dashboard and Please be aware there is a manager dashboard that's a different workspace where manager can see much more than what AWA is showing but the focus for that is manager who is handling a set of agents that he knows how the agents are performing and uh he can also uh get into those chats from the from the manager workspace or the agent want to reassign to another agent a manager can directly um manually reassign the interaction to another agent so those are all given under manager workspace but for advanced work assignment so go to Advanced work assignment dashboard and find the details about number of work items agents and cues and how many went to one particular queue the interactions and uh how many been accepted rejected in those cues so you can see all those informations in the dashboard so with that said I want to go through some common questions that we keep here so I'll answer these and then go through the Q&A we have four questions so which survey will be sent to the user once they have transferred from virtual agent to live agent so the survey that you will use here is the pre-chat survey uh Please be aware the pre-art survey you will Define in Virtual agent design designer you can use that with your virtual agent or without virtual agent as well the survey are a set of questions to to gather information from the requesters and pass that information to the live agent for more understand how do I calculate Q weit time using advanced work assignment so our advanced work assignment will look at the average weit time for the last 10 conversations uh how much agents has taken the time to accept or rejected you can change that configuration if you want like more than 10 as a default we provided 10 can I go back to Virtual agent directly from live agent without starting a new conversation so from virtual agent you uh with the topic it will connect to the live agent but from the live agent it cannot be automatically given back to the virtual agent um again so agent has to end the conversation um in the chat or the requestor or the employee has to end the conversation with the live agent and start a new conversation so there is no option to come back directly from live agent to Virtual agent without agent releasing it back can I use connect support for some cues and advanced work assignment for others uh be aware that connect support is deprecated service now is not going to support if you are already in Connect support uh try to move to Advanced work assignment and agent chat I have done an academy in the past we also have a good amount of resources available in our product docs and commu communities so have a look and uh go through the details to set up your new intelligent way of configuration with advanced work assignment in case if you already have connect support cues when you move on to the new experience the next experience instances you will see those cues but you do have to assign those cues in your advanced work assignment to the respective groups of Agents otherwise advanced work assignment will not understand how to use those cues so you have to do that configurations can it or HR operate independently from one another if IP wants to begin configuring AWA first yes you can do it independently so as long as you're using different instances for it and hchr whatever the changes that you're doing will stay independent for those two different instances let but let's say you're using one instance and you have both HR and an it in your configuration settings make sure that how your making the difference capturing the information through the context variable like an it or the HR and have your AWA configuration done based on that particular condition so that way you you can differentiate ID and HR and ases a three dot menu on the chat client support multiple cues uh as I said before the three dot menu connect to live agent does not support multiple cues it always goes to one q and always look all the agents in that one Q group alone that I'm going through the Q&A questions uh this came from my Proctor very stupid question we are building more topics and want to use this category categories but have found teams does not show the categories in they going to be fixed for that Mike I don't need more details on this are you talking about the interactions coming from the teams to your live agent are you using virtual a agent or without virtual agent or are you using any topics or are you directly trying to connect with the live agents so if you need more details please do talk to your account Executives U and set up a call with them asking asking for me to get into this call to help you further if this is an a blocking issue and another question which role is needed to set up the workspace chat parameters so you don't need the admin roles for the work uh workspace chat parameters but when you're using the configur uh sorry configurable workspaces with your uh admin roles your agents do need their agents roles to have access to the agent workspace so we have provided these roles in our product documentation so please take a look and uh know the exact name of the role that you need for your admins and your agents to have access for the workspace and the last question is we currently have AWA set up with a pre-chat survey without virtual agent we installed virtual agent and are trying to set it up the bot always starts with the pre-chat survey how do we get virtual agent to ignore the original method and use the new topics the new topics work when we use test in the designer but do not automatically start in the portal uh this is a good question if you have already defined your pre-at serway so The Bard follows the order that how you have defined Define your pre- chart survey so since you already defined pre- chart survey as a rule of THM so it will first display all the questions of pre-art survey before triggering the virtual agent so the best best way is take out your pre- chat survey uh like deactivate it and have that preat survey questions whatever that you wanted to collect from that survey add it into your virtual agent as an a topic and have those questions be asked within the virtual agent or you can also embed that pre-chat Serv within the virtual agent so that you don't need to redo the entire work so deactivate the independent one and activate um and have that one added within your virtual agent so that way when the bot starts it will first ask your virtual agent questions and then it will trigger the pre-at survey and then it writes to uh take the actions based on the responses with that we have done all the questions thank you so much for your time and waiting longer for today's session and have a wonderful Christmas and advanced happy New Year wishes thank you