How to Change an AI Agent's Settings
Each agent's own choices, such as where a documentation agent's tickets go or which call types Fiona may offer, are under Settings on the agent's page. Open the menu, choose AI agents under Administration, press Open on the agent's line, change the boxes under Settings and press Save settings. The setup asks the same questions as steps, so you only come here to change them.
How do I change an AI agent's settings?
Open the agent from the AI agents screen, change the boxes under Settings, and press Save settings under them.
- Open the menu and choose AI agents under Administration.
- Press Open on the agent's line.
- Change the boxes under Settings on the agent's page.
- Press Save settings.
The button reads Saving… while the change is saved, and the boxes cannot be changed until it is done. The screen then says, for example, "Saved Victoria’s settings. Victoria is on." If something the agent needs is still missing, it says "Still incomplete:" and what. A setting takes effect straight away: the agent reads it the next time somebody uses it.
Which settings an agent has depends on its kind:
- ABM Portal Doc Agent and ABM Doc Agent — Ticket customer and Ticket call type.
- Victoria — Follow-up users and Status of every call she logs.
- Fiona — Call types Fiona may use, Follow-up users and Default call status.
- Riley and ABM Service AI — none on this screen.
Where do a documentation agent's tickets go?
When ABM Portal Doc Agent or ABM Doc Agent cannot answer a question, it raises a ticket, and its two settings on the AI agents screen decide where that ticket lands. The screen explains: "When the agent cannot answer, it raises a ticket: a call on this customer, of this type, status Open, logged as user 1. Usually your own account, so tickets land in your own calls list."
- Ticket customer — the customer every ticket is logged on. Type part of a code, name or address in Search for the ticket customer and choose the customer from the list. The chosen customer is shown with its code, and the × beside it, named Remove and the customer's name, takes it off. With none chosen, the screen says "None chosen: a ticket it raises has nowhere to go."
- Ticket call type — the call type every ticket is logged as, chosen from Choose a type…, from your company's call types.
Both are needed: without either, the agent is Incomplete and the list says "No ticket customer: a ticket it raises has nowhere to go." or "No ticket call type: a ticket it raises has no type."
A call type whose calls go into a job group needs a job group to put them in. If your company has none for that type, the save is refused with "That call type raises a job and this site has no job group to raise it in, so every ticket would be refused. Give the type a default job group in ABM, or pick another."
Which status and follow-up users do Victoria's and Fiona's calls get?
Victoria and Fiona each have two settings on their page on the AI agents screen that shape the calls they log by voice:
- Follow-up users — a tick box for each ABM user. The screen says these are "The office people" the agent "may name to follow up a call she logs. Leave it empty and she names nobody." The agent only ever names somebody you ticked here.
- Status of every call she logs, for Victoria — one status for every call a customer logs by voice. The screen says: "One status, whatever Victoria asks for: the same rule as a call logged in the customer portal. Open unless you choose another."
- Default call status, for Fiona — "The status a call starts at unless the caller asks for another; Fiona may use any status."
Both lists are your company's own ABM users and call statuses. Neither agent ever schedules an engineer: a call logged by voice arrives on the Calls list unscheduled, like any new call.
Which call types can Fiona and Victoria offer a caller?
Fiona offers only the call types ticked under Call types Fiona may use on her page on the AI agents screen: "The types she offers a caller. At least one." With none ticked, she is Incomplete ("No call types: Fiona has nothing to offer a caller.") and the save is refused with "Select at least one call type for the agent to use."
Victoria has no call types setting. She offers each customer the call types that customer's Customer portal sign-in may use, the same ones its Log a call form offers, so you change them on the Customer sign-ins screen: see How to Choose Which Call Statuses and Types a Customer Sees.
What each call type means, and what the agent should ask a caller about it, is written on the Call types tab of the AI context screen: see Using the AI Context Screen.
Why do Riley and ABM Service AI have no settings on the AI agents screen?
Riley and ABM Service AI have nothing to choose under Settings on the AI agents screen; their setup is only the address and the key. For Riley the screen explains that the engineers' mobile app uses the agent's key to sign each engineer in, and nothing Riley hears comes back through ABM Service.
What ABM Service AI may fill in on a new call is chosen on the Call fields tab of the AI context screen, field by field: see How to Choose Which Call Fields Fill in with AI May Propose. Setting ABM Service AI up on the AI agents screen is what brings Fill in with AI and voice notes; either of the two can also be switched off for your whole company by your software supplier, DP Systems, and no setting here changes that.
Why was my AI agent's settings change not saved?
When Save settings on the AI agents screen cannot save, it says why under the button, and nothing is changed:
- "was changed by somebody else since this screen read it. Nothing was saved: reload it and make the change again." — somebody, perhaps you in another window, saved or set the agent up meanwhile. Reload the page and make your change again.
- "That customer no longer exists. Please pick another.", "That call type no longer exists. Please pick another." or "That call status no longer exists. Please pick another." — something was deleted in ABM since the page was opened.
- "is not somebody who can follow a call up. Please pick another." — a follow-up user who is no longer on ABM's list of users.