Managing advanced AI agents connected to messaging channels

After youcreate an advanced AI agentfor messaging, you can manage settings that affect how it behaves on messaging channels.

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Add-on | AI agents - Advanced

After you create an advanced AI agent for messaging, you can manage settings that affect how it behaves on messaging channels.

This article contains the following topics:

Viewing all advanced AI agents in a messaging group

Managing messaging channel settings for an advanced AI agent

Connecting an advanced AI agent to a different subdomain

Related article:

Setting an advanced AI agent as the default responder for a messaging channel

Viewing all advanced AI agents in a messaging group

You can see which advanced AI agents are included in your messaging group.

To view all AI agents in a messaging group

In AI agents - Advanced, select the advanced AI agent you want to work with.

Click Settings in the sidebar, then select CRM integration.

Select the AI agents in this group tab.
The table shows you which advanced AI agents are part of the group. From here, you can open a specific AI agent to view its settings.

Managing messaging channel settings for an advanced AI agent

You can manage settings that affect how an advanced AI agent behaves on messaging channels, including:

The Support group that an AI agent transfers a ticket to when it’s escalated to a human agent.

The avatar the AI agent uses in conversations with a customer.

Whether the AI agent’s messages can use HTML and Markdown formatting.

Configuring these settings affects only the individual AI agent, not the whole messaging group it belongs to.

Note: To manage which channels an advanced AI agent is connected to, see Setting an advanced AI agent as the default responder for a messaging channel.

To manage messaging channel settings for an advanced AI agent

In AI agents - Advanced, select the advanced AI agent you want to work with.

Click Settings in the sidebar, then select CRM integration.

Click Messaging settings.
The AI agent settings panel opens.

In Transfer group, select the agent group in Support that the AI agent should send escalated tickets to.

In Avatar URL, enter the URL of an image to be used as the AI agent’s avatar within a conversation.
The avatar must be a JPG, PNG, or GIF format.

(Optional) Deselect Activate rich messaging if you don’t want HTML and Markdown formatting to apply in AI agent message blocks in the dialogue builder.
For more information, see About rich-text formatting in messaging conversations.

Click Save.

Connecting an advanced AI agent to a different subdomain

If you have a sandbox environment, you might need to switch the AI agent’s messaging connection from your sandbox subdomain to your production subdomain, or vice versa.

Note: Changing which subdomain an advanced AI agent is connected to affects all AI agents in the messaging group, not just the one you update. To see which AI agents will be affected, you can view all AI agents in the group.

Additionally, changing the subdomain disconnects the AI agents from all messaging channels, routing rules, and structured message templates.

To change an advanced AI agent’s authorized subdomain

In AI agents - Advanced, select the advanced AI agent you want to work with.

Click Settings in the sidebar, then select CRM integration.

On the General tab, click Choose subdomain.

Select the subdomain you want to authorize the AI agent for.