Events are triggers that prompt the AI Agent to perform predefined actions when specific situations occur. For example, when a new chat begins or when the AI Agent cannot answer a customer’s question, it can automatically send a predefined response or initiate a particular workflow.

Comm100 allows you to customize the AI Agent’s actions for each supported event. You can configure these actions in the same way you configure Topics.

• Event when a visitor starts a chat: Define the AI Agent’s action at the beginning of a chat. Comm100 provides a default action for this event.
• Event after AI Agent completes an answer: Define the AI Agent’s action after it finishes delivering an answer, whether the answer comes from a Topic (workflow or natural language type) or from Knowledge resources.
• Event when AI Agent cannot answer visitor question: Define what the AI Agent should do when it fails to match a Topic or generate an answer using Knowledge resources. A default action is provided for this event.
• Event when a visitor rates an answer as not helpful: Define how the AI Agent should respond when a visitor indicates that its answer was not helpful.

Step-by-Step Instructions 

To configure an event, follow the steps below:

1. Log in to your Comm100 Control Panel. 
2. From the left navigation menu, go to AI & Automation > AI Agent > Events. If you have multiple AI Agents, make sure to select the correct one from the drop-down list. The Events list appears.
   
3. Click the Edit icon against the event you want to configure.
   
   
4. Set up the AI Agent's action by using AI Agent actions to build a flow or by providing instructions in natural language.
   
5. Click Save to apply your changes.