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What Do On, Incomplete, Off and Not Set Up Mean for an AI Agent?

Every agent on the AI agents screen carries one of four labels: Not set up, On, Incomplete or Off. The label says whether the agent can be used at all, and the line beside it says what to do next. Open the menu and choose AI agents under Administration to see them.

What does each AI agent state mean?​

The four states on the AI agents screen, in the order an agent usually goes through them:

  • Not set up — the agent has never been connected. Every site starts with all six here. "Not set up. Nothing reaches this agent until it is." Its only button is Set up.
  • Incomplete — the agent's connection is saved, so it is switched on, but something it needs is still missing. Its line names the first missing thing and how many more there are. Resume carries on the setup where it stopped.
  • On — set up and complete: the agent can be used by the people switched on in its list. Its line says when its configuration was last updated.
  • Off — the agent was set up and then turned off. "Turned off: its key was forgotten, so nothing reaches it. Set it up again to switch it back on." Its addresses and settings are kept, so Set it up again starts with them filled in, but you need the key your supplier gave you again.

ABM Service does not record when an agent was first switched on; the date on its line is when its configuration last changed.

What reaches my staff and customers in each AI agent state?​

Only an agent that is On on the AI agents screen is offered to your staff and customers.

  • Not set up and Off — nothing reaches the agent. Victoria's and Fiona's Log by voice button is not shown at all. Fill in with AI and Voice note on the call screen are still there, but pressing them says the AI assistant, meaning ABM Service AI, "is not switched on here yet" and that the administrator can set it up under Administration → AI agents.
  • Incomplete — the agent is switched on, but what it is missing stops it doing its job, and Victoria's and Fiona's Log by voice button is still not shown.
  • On — the agent is offered to everybody switched on in its Who may use list.

So an agent left Incomplete is not half-working for anybody: put it right with Resume and it becomes On. What each agent adds when it is On is on What Changes for Office Staff and Customers When an AI Agent Is On?.

What is an Incomplete AI agent missing, and how do I put it right?​

An Incomplete agent's page on the AI agents screen has a box that says the agent "is on, but something it needs is missing:" with one line for each missing thing. Resume setup on the page, or Resume on the agent's line, opens the setup at the first step that mends one of them:

  • "AgentDesk has never called this server back: register this server’s address with it." — the setup was closed after Save connection. Resume opens on the Base Path step: press Register with AgentDesk.
  • "No ticket customer: a ticket it raises has nowhere to go." — a documentation agent. Choose one on the Customer step, or under Settings on its page.
  • "No ticket call type: a ticket it raises has no type." — a documentation agent. Choose one on the Call Type step.
  • "No call types: Fiona has nothing to offer a caller." — tick at least one on the Call Types step.
  • "No API key is saved: set it up again.", "No widget address is saved, so nothing can open it: set it up again." or a line saying no signing secret is saved — the connection is not whole. Run the setup again with Update configuration and press Save connection with the key your supplier gave you.

When the last missing thing is put right, Done says the agent "is set up and on." If something is still missing, it says the agent "is saved, and still incomplete:" and what.

Why is my AI agent showing a problem with its saved key?​

When an agent's page on the AI agents screen says that the API key or signing secret saved for it "cannot be read by this server: set it up again.", ABM Service has a key stored for the agent but cannot read it. Press Update configuration, go through the steps and press Save connection with the key your supplier gave you; the new key replaces the old one.

If the whole screen says "This build cannot keep an agent’s key, so nothing can be set up", no agent can be set up or used until the installed version of ABM Service is put right. Contact your software supplier.