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 Settings menu, click Menu.

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

  3. In the Virtual Agent field, replace Virtual Agent with a name for your virtual agent.

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

    1. Click The edit avatar button Update.

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

    3. Crop your image, and then click CROP.

  5. In the Choose Virtual Agent platform list, select a platform.

  6. In the Choose workflow list, select a workflow. A workflow represents an authenticated Dialogflow agent.

  7. For Channel, select Chat or Voice. The Menu checkboxes that are available for your selected channel are automatically selected.

  8. For Menu, change your selections if needed.

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

  10. Click Save.

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

    1. Click Back to Virtual Agents.

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