Create virtual agents

This page explains how to create virtual agents for the IVR, web, mobile, and SMS channels.

Before you begin

Before you can create a virtual agent, you must create and integrate Dialogflow agents .

Create a virtual agent

To create a virtual agent, follow these steps:

1. In the CCAI Platform portal, click Settings > Virtual Agent. If you don't see the Settingsmenu, click menu Menu.

2. Click Add virtual agent > Customer Support. The Add a Customer Support Agentdialog appears.

3. In the Virtual Agentfield, enter a name for your virtual agent. This is an internal name that's used for administration and reporting. Google recommends giving each of your virtual agents a unique internal name. This name is visible to end-users only if you don't set up a virtual agent alias .

4. To set up a virtual agent alias, do the following:

   1. Select the Virtual Agent Aliascheckbox.

   2. In the Virtual Agent Aliasfield, enter a name. When the checkbox is selected, the virtual agent alias is the name that end-users see when they interact with this virtual agent. Otherwise, end-users see the internal virtual agent name from step 3.

5. To upload a custom avatar for your virtual agent, do the following:

   1. Click Update.

   2. Navigate to an image for your avatar, and then click Open. The Select area to usedialog appears.

   3. Crop your image, and then click CROP.

6. In the Choose Virtual Agent platformlist, select a platform.

7. In the Choose workflowlist, select a workflow. A workflow represents an authenticated Dialogflow agent.

8. For Channel, select Chator Voice. The Menucheckboxes that are available for your selected channel are automatically selected.

9. For Menu, change your selections if needed.

10. For Language, select one or more languages for your virtual agent.

11. Click Save.

12. To turn on your virtual agent, do the following:

    1. Click Back to Virtual Agents.

    2. In the Virtual Agentspane, find your new virtual agent, and then click the toggle to the on position.