Updating the Greeting and other Simple Functions

Update the Greeting

If you want to tailor how AgentX answers your call, follow these steps. This section is used to set the tone, language and responses that AgentX will use when interacting with your callers.

1. On the main Agent X UI, select the hamburger in the upper left corner.

2. From the drop down, choose Settings.

3. You now have a list of standard AgentX prompts, expand the section for Greeting.

4. Here you see the options for updating the Greeting prompt of AgentX. You’ll notice that this prompt is an “ssml” type. This means there is additional coded options which you can include. We have found that the AgentX bot works best when there is a brief pause before speaking the first time. This allows the call time to connect and follows a more natural speech pattern. You may want to change the text to reflect your specific city and/or add any legal disclaimers.

Select Multi Languages

1. From the list of standard AgentX prompts, expand the section for Language Selection.

2. Here you see the expanded section for language. It is another ssml type. In this case, you can update the language for how to select english or spanish. You’ll also see that the language code has been updated to es_US which includes the US dialect for Spanish.

3. You will also need set the Language Digital Map from the standard list of AgentX prompts.

4. Setting the 1st spot to US centric English and the 2nd spot to es_US for Spanish

Continue working through the other AgentX Prompts

Now that you have the language and initial greeting updated, continue working through the other sections to update the other prompts for AgentX.

Prompt Type	Description and Example
Initial Prompt	The way AgentX prompts the caller for information. “How can I help you today?”
Failure Prompt	The way AgentX explains that she didn’t understand something. “I didn’t hear you. Please repeat that.”
No Hits Prompt	When the caller has stumped AgentX. “Let’s try again. What is your question?”
Success Prompt	This is the prompt after the successful match of a question and answer, then how do you want the call to end? “Would you like me to repeat that or text it to you?”

Please note, that most of these can be done with the simpler “type” of “text.” But, if you are using multiple languages, you will have to denote the translation in the subsequent sections.

Other advanced language control features of AgentX

See the Advanced section for other ssml features