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Agent Customization

Learn how to customize your agents to match your specific needs and brand requirements.

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Visual Customization

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Chat Interface

Customize the appearance of your chat widget:
  • Colors: Match your brand palette
  • Fonts: Choose typography that fits your style
  • Layout: Adjust positioning and sizing
  • Animations: Add engaging micro-interactions

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Branding Elements

  • Logo: Add your company logo
  • Avatar: Custom agent avatar or profile picture
  • Welcome Messages: Personalized greeting text
  • Footer: Add links to your website or support

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Behavior Customization

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Response Patterns

Configure how your agent responds to different situations:

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Greeting Messages

{
  "greeting": "Hello! I'm here to help you with any questions about our products.",
  "fallback": "I'm not sure I understand. Could you rephrase that?",
  "escalation": "Let me connect you with a human specialist."
}

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Conversation Flow

  • Question Types: Handle different types of user queries
  • Context Awareness: Remember previous conversation points
  • Multi-turn Conversations: Maintain context across interactions
  • Intent Recognition: Understand user goals and needs

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Personality Settings

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Tone Configuration

  • Formal: Professional, business-like communication
  • Casual: Friendly, relaxed conversation style
  • Enthusiastic: Energetic, positive responses
  • Empathetic: Understanding, supportive tone

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Response Style

  • Concise: Short, direct answers
  • Detailed: Comprehensive, thorough responses
  • Conversational: Natural, flowing dialogue
  • Technical: Precise, technical language

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Advanced Features

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Conditional Logic

Set up rules based on user behavior and context: 
rules:
  - condition: "user_type == 'premium'"
    action: "provide_priority_support"
  - condition: "query_contains('refund')"
    action: "escalate_to_billing"
  - condition: "conversation_length > 10"
    action: "offer_human_handoff"

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Dynamic Responses

  • Time-based: Different responses based on time of day
  • User-specific: Personalized based on user history
  • Context-aware: Responses that consider conversation context
  • Seasonal: Special responses for holidays or events

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Integration Customization

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API Endpoints

Connect to your existing systems:
  • CRM Integration: Access customer data
  • Inventory Systems: Check product availability
  • Support Tickets: Create and track issues
  • Analytics: Send data to your analytics platform

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Webhook Configuration

Set up real-time notifications:
  • User Actions: Notify when users perform specific actions
  • Conversation Events: Track conversation milestones
  • Error Alerts: Get notified of system issues
  • Performance Metrics: Monitor agent performance

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Knowledge Base Customization

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Content Organization

  • Categories: Organize information by topic
  • Tags: Add metadata for better searchability
  • Priority Levels: Rank information by importance
  • Version Control: Track content updates and changes

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Search Optimization

  • Keywords: Optimize for common search terms
  • Synonyms: Add alternative terms and phrases
  • Context Matching: Improve relevance scoring
  • Learning Algorithms: Continuously improve search results

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Testing & Validation

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Custom Test Scenarios

Create specific test cases for your use cases:
  • Edge Cases: Test unusual or complex scenarios
  • Error Handling: Verify graceful failure responses
  • Integration Tests: Validate external system connections
  • Performance Tests: Ensure optimal response times

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A/B Testing

Compare different customization options:
  • Response Variations: Test different answer styles
  • UI Elements: Compare visual design options
  • Flow Patterns: Test different conversation structures
  • Feature Sets: Evaluate different functionality options

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Deployment Options

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Environment-Specific Settings

  • Development: Test configurations for development
  • Staging: Pre-production testing environment
  • Production: Live environment with full features
  • Regional: Different settings for different regions

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Feature Flags

Enable or disable features dynamically:
  • Beta Features: Test new functionality with select users
  • Gradual Rollouts: Slowly enable features for all users
  • Emergency Disables: Quickly turn off problematic features
  • User Segmentation: Different features for different user groups

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Monitoring & Optimization

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Performance Metrics

Track customization effectiveness:
  • User Engagement: Time spent and interaction depth
  • Satisfaction Scores: User ratings and feedback
  • Conversion Rates: Goal completion percentages
  • Error Rates: Failed interactions and issues

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Continuous Improvement

  • Feedback Loops: Gather user input on customizations
  • Analytics Review: Regular analysis of performance data
  • Iterative Updates: Continuous refinement based on data
  • Best Practice Adoption: Implement proven optimization techniques

Knowledge Management

Learn how to customize your agent’s knowledge base

Usage Analytics

Monitor your customizations’ performance