Configure the start and exit behavior of an agentic virtual agent

AI-generated summary

Genesys Cloud provides sophisticated virtual agent capabilities through AI Studio, featuring comprehensive configuration options for AI-powered conversations. The platform's core functionality centers around variable configuration, data type management, and start context settings for agentic virtual agents. Variables must follow specific naming conventions using underscores, support primitive data types, and exclude sensitive information. The system integrates seamlessly with Architect and digital bot flows through Call Guide actions, implementing essential commands like Say, Ask, Confirm, and Call for executing data actions. The agentic virtual agent profile comprises five main sections: Agent, Tools, Knowledge, Configuration, and Guardrails, with a preview widget for testing. Exit behavior settings allow customization of responses and escalation options, including transfers to human agents with configurable messaging. While agents can be saved with incomplete sections, publication requires all sections to be complete. The platform maintains professional communication standards while enabling brand-specific customization, supporting multilingual implementation, and ensuring proper technical implementation through validation during saving and publishing processes.

Series: Create an agentic virtual agent

Next suggested step: Set guardrails for an agentic virtual agent

Feature coming soon: Agentic virtual agents

PrerequisitesClick to expand

You can provide any starting context that helps the agentic virtual agent at the start of an interaction. Then, define how the agent behaves when ending a session on the Configuration tab.

The start context originates from the Architect Virtual Agent flow. For example, if the flow author wants to pass some Participant Data to the agentic virtual agent.

Configure starting context

Click Menu > Orchestration > AI Studio > Agentic Virtual Agents.
(Optional) To search for a specific agent, start typing the name of the agent in the search box. As you type, the matching agents are shown.
To open an AI agent, click the agent’s tile. The Agent profile view opens.
Select the Configuration tab.
Under Start Context, click Add. The right pane expands.
In the right pane, enter these details:
- Name: The name of the variable. For example, “customer_name”.
- Type: The data type of the variable.
- Description: A short description about the variable.
Click Create.
Add as many starting variables as needed for your agent.

Start context variable name examplesClick to expand

Do / Don’t	Example	Explanation
	customer_name customer_phone_number	Be clear and specific.
	in_person_banking_available (Boolean)	Provide any previously gathered information associating with the brand.
	credit card number	Data too sensitive to transmit. It also does not contain underscores.
	list of orders	The agent can only handle primitive data (string, number, and so on).

Start context variable description examplesClick to expand

Do / Don’t	Example	Explanation
	This is the user’s firstname, which you should use when addressing them throughout the conversation.	Explains what it is and how to use it. For example, when referring to the customer’s name.
	This is the user’s phone number. It is eight digits long and is used to verify that you are speaking to the correct user.	Explains what it is and how to use it. Provides enough context. For example, when referring to the customer’s phone number.
	This does stuff.	Too vague and no context.

Define exit behavior

Under Session end in the Configuration tab, configure the following options:
1. In the Exit response field, enter the message that the agent sends when the participant ends the interaction or if an error occurs.
2. Turn the Escalate to agent toggle on or off. When it is enabled, the AI agent transfers the interaction to a human agent if the participant requests to speak to a human agent.
3. If you turn the Escalate to agent toggle on, the Escalation response field appears. In this field, you can enter the message that the agent sends while it transfers the interaction to a human agent.
Click Save.

Exit response examplesClick to expand

Do / Don’t	Example	Explanation
	Thanks for contacting us, have a great day!	Clear and neutral positive example.
	It was a pleasure talking to you. We look forward to helping you again!	You can bring branding into your response.
	This is an exit function response we are exiting.	It is not helpful.

Escalation response examplesClick to expand

Do / Don’t	Example	Explanation
	Sorry I cannot answer that. Is there anything else I can help you with?	It is clear and neutral.
	I am afraid I cannot answer that. Let me know if you have any other questions.	Keeps the neutral tone while using a different phrasing.
	This is a violation of XYZ.	It is not within the context. Also, it is not a good experience.

Note: The exit instructions are not mandatory requirements but recommendations for the agent. They are not delivered verbatim but are paraphrased based on the conversational context.

Navigating the agentic virtual agent profile

The profile contains the following sections and a preview widget:

Show meClick to expand

You can switch to any of the sections of the agentic virtual agent while creating a new agent, editing an existing agent, or viewing an agent. Any incomplete section is indicated by the icon preceding the section name. You can save an agent with an incomplete section but you cannot publish the agent until all sections are complete.

After you have completed all necessary sections of the agent setup, you can click Publish to publish the flow.

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