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Using the AI Agents Screen

The AI agents screen is where the system administrator, ABM user number 1, switches on the voice, documentation and AI agents that work for your company through AgentDesk, and decides who may use each one. Open the ABM Service menu and choose AI agents under Administration. Only user 1 has this entry in the menu.

What is the AI agents screen for?​

The AI agents screen, under Administration in the ABM Service menu, lists the six AI agents your company can use. From it the system administrator sets each agent up, changes its settings, chooses who may use it, and turns it off. The screen's own introduction says: "Each agent lives at AgentDesk. Setting one up here gives it a key and an address on this server; from then on AgentDesk asks this server who is calling and files what they say as a call."

  1. Open the menu with Menu on the Home screen, or Navigation menu on the Calls, Customers or Scheduler screen.
  2. Choose AI agents under Administration.

Every site starts with all six agents Not set up, and nothing reaches an agent until it is set up. To set one up you need the key your supplier gave you for that agent; the screen asks for it once and never shows it back.

The six agents are fixed: you cannot add, remove or rename one here. What the agents are told about your company, such as your trading names and what each call type means, is a separate screen, AI context, the next entry under Administration: see Using the AI Context Screen.

The AI agents screen works the same in the ABM Service desktop app. If anybody other than user 1 opens it, for example from a link, ABM Service shows This page is for the system administrator and the sentence "The AI agents are set up by the system administrator, and the AI agents entry is only in their menu."

Which AI agents are there, and what does each one do?​

The AI agents screen lists six agents. Each line shows the agent's name, what kind of agent it is and who it is for, and one sentence in the screen's own words saying what it does:

  • ABM Portal Doc Agent — Documentation · for customers. "Answers customers’ questions about the customer portal, and raises a ticket when it cannot."
  • ABM Doc Agent — Documentation · for office staff. "Answers office staff’s questions about ABM inside AgentDesk for Windows, and raises a ticket when it cannot."
  • Victoria — Call logging · for customers. "The company’s customers log calls by voice in the customer portal."
  • Fiona — Call logging · for office staff. "Office staff log calls by voice from the office app."
  • Riley — Resolution logging · for engineers. "Engineers log what they did, and their times, by voice on the mobile app."
  • ABM Service AI — AI features · for office staff. "Office staff fill in a new call from its details, and turn a voice note into words, with AI."

In ABM Service itself, Fiona answers the Log by voice button on the customer screen, Victoria answers the same button on the Customer portal, and ABM Service AI is what makes Fill in with AI and Voice note on the call screen work. The documentation agents and Riley are used outside ABM Service's own screens. What each one changes for your staff and customers is on What Changes for Office Staff and Customers When an AI Agent Is On?.

What do On, Incomplete, Off and Not set up mean on the AI agents screen?​

Each agent on the AI agents screen carries a label saying where it stands, and the line under it explains:

  • Not set up — "Not set up. Nothing reaches this agent until it is." The line has one button, Set up.
  • On — set up, with everything it needs. The line says when its configuration was last updated. Press Open to see it.
  • Incomplete — switched on, but something it needs is missing. The line names the first missing thing, for example "No ticket customer: a ticket it raises has nowhere to go.", and how many more there are. Resume carries on the setup where it stopped; Open shows the agent.
  • Off — "Turned off: its key was forgotten, so nothing reaches it. Set it up again to switch it back on." Open shows the agent with Set it up again.

An agent that is Incomplete does not reach your staff or customers yet: Victoria's and Fiona's Log by voice buttons appear only once the agent is On. The full explanation of each state, and how to put an Incomplete agent right, is on What Do On, Incomplete, Off and Not Set Up Mean for an AI Agent?.

If a line across the top of the screen says "This build cannot keep an agent’s key, so nothing can be set up", the installed version of ABM Service cannot store the agents' keys safely. Nothing on this screen fixes it; contact your software supplier.

What is on an AI agent's own page?​

Press Open on an agent's line on the AI agents screen to replace the list with that agent's own page; ← All agents takes you back. The page shows the agent's name and state, what it is for, and then four parts:

  • Connection — read only: the AgentDesk API address, the Widget address for agents that have one, the API key (only its first eight and last four characters), the Key name, the Organisation and Project the key belongs to, and the Base path, which is this server's address for the agents AgentDesk calls back. Under it: when the configuration was last updated.
  • Settings — the agent's own choices, such as where a documentation agent's tickets go or which call types Fiona may offer, with Save settings. See How to Change an AI Agent's Settings.
  • The buttons Resume setup (only when Incomplete), Update configuration, which runs the setup again with the addresses filled in, and Turn off. An agent that is Off has Set it up again instead.
  • Who may use followed by the agent's name — the people who could use the agent, each with an Active switch. See How to Choose Who May Use an AI Agent.

When the agent is Incomplete, a box near the top says "is on, but something it needs is missing:" after its name, and lists each missing thing.