> ## Documentation Index > Fetch the complete documentation index at: https://koreai-ai-for-service-dev.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Agent AI Widget The Agent AI widget gives agents real-time AI assistance during customer interactions. It surfaces Dialog Tasks, Playbooks, coaching prompts, sentiment data, transcriptions, and summaries-all from a single panel. Agent AI Widget *** ## Features | Feature | Description | | -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------- | | **Dialog Tasks** | Pre-configured use cases that trigger when customer intent matches. Reduces manual typing. | | **Playbooks** | Structured guidance for handling customer interactions step by step. | | **Real-time Agent Coaching** | On-screen hints and nudges triggered by agent utterances and speech patterns. | | **Real-time Sentiment Analysis** | Time-based graph showing customer emotional tone throughout the conversation. | | **Transcription** | Live text transcription of voice calls. Agents can pause and resume to exclude PII. | | **Auto Summarization** | Automatic conversation summaries to speed up decision-making. | | **Generate Summary** | On-demand summary generation (up to 2 times per agent per conversation), including during transfers. | | **PII Redaction** | Removes personally identifiable information from the agent view and transcripts. | | **Feedback** | Agents rate suggestions to continuously improve AI recommendations. | | **Next Best Action** | Suggests and runs Dialog Tasks for faster query resolution. | | **Multi-language Support** | Agents can switch languages in real time to match customer preferences. | | **Knowledge AI** | Customizable search results and FAQ suggestions from the knowledge base. | | **File/Image Attachments** | Supports uploads up to 25 MB during live conversations. | | **Theme Selection** | Dark or light widget theme. | | **In-line Digital Forms** | Collect customer data through forms embedded in the widget. | | **Agentic Copilot** | Runs conversations autonomously. Agents can cancel, override, or edit responses. | | **Auto Scroll** | Scrolls to the latest message automatically. | | **Landing Summary** | Displays a summary of the bot-customer conversation and the call transfer reason when a call transfers from the bot to a human agent. | *** ## Widget Tabs The widget has five tabs-**Search**, **My AI Agent (Bot)**, **Assist**, **Transcript** (voice only), and **More**-plus **Settings** and **Theme** controls. Widget Tabs *** ## Search Tab Shows all configured Dialog Tasks and supports searching for Dialog Tasks, FAQs, Generative AI answers, web pages, and files. Content updates automatically based on the conversation. Search Tab | Button | Action | | -------------------------- | -------------------------------------------------------------------------------------- | | **Run** | Runs a configured Dialog Task immediately. | | **Run with Agent's Input** | Runs a Dialog Task with agent-provided inputs. Moves you to the My AI Agent (Bot) tab. | | **Spyglass icon** | Submits the search query (or press **Enter**). | ### Error States | Condition | Display | | -------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Timeout or dialog tasks not configured | Timeout | | Consecutive timeout | Timeout Second | | Server error | Server Error | | Dialog Tasks not found | Not Found | | No matching results | No Results | *** ## My AI Agent (Bot) Tab Lets agents run automations independently using their own inputs. Useful when automation fails mid-conversation or when agents need to run parallel queries without affecting the customer interaction. My AI Agent Tab The tab displays Next Best Action suggestions based on the current conversation status. *** ## Assist Tab The **Assist Tab** is the primary agent workspace. It automatically monitors conversations and displays Dialog Tasks, FAQs, Knowledge AI results, Playbooks, Agentic Copilot messages, and coaching prompts. Assist Tab **Capabilities:** * Suggests the best response based on conversation context. * Displays Agentic Copilot messages with a configurable delay (up to 10 seconds) before auto sending. * Displays the **Generate NBA** button so you can manually trigger an NBA suggestion when **Proactive Mode** is off. The button appears after a new customer message arrives and the previous NBA generation finishes. * Retrieves knowledge base content based on customer intent. * Shows historical automation runs and conversation history. * Displays the **Landing Summary** with the bot-to-human conversation summary and, for call transfers, the **Call Transfer Reason**. * Supports file and image attachments up to 25 MB. * Allows on-demand summary generation (up to 2 times per conversation). The **Generate NBA** button sends only the latest customer query to Agentic Copilot. For more accurate NBAs, include additional metadata, such as the full chat history or a conversation summary, to give Agentic Copilot sufficient context for relevant suggestions. To include this metadata, go to **Linked Services** > **Pass Metadata**, and select the desired information, such as **Agent-Customer Chat History**. You must also add the same variables to the prompt in the Agentic Platform. ### Assist Tab Controls | Control | Description | | --------------------------- | ------------------------------------------------------------------------------------- | | **Running Playbook stages** | Shows total and adhered stages (for example, 1/3 means 1 of 3 stages completed). | | **Proceed to Close** | Moves a running playbook from Open to Close status. | | **Send / Copy** | Send the message as-is or copy it to customize before sending. | | **Up / Down arrows** | Jump to first or last message in the tab. | | **Resume** | Resumes a paused playbook when switching between playbooks. | | **List View** | Shows all entity entries captured in the conversation. | | **Generate Summary** | Generates an on-demand conversation summary. | | **Restart** | Restarts the Dialog Task from the beginning or with captured inputs. | | **Terminate** | Stops the running Dialog Task. Options: Terminate, Cancel, or Continue with Override. | | **Maximize / Minimize** | Expands or collapses the section. | | **Playbook adherence** | Mark a step as complete manually if automatic detection doesn't trigger. | | **Generate NBA** | Manually trigger an NBA suggestion. | ### Agentic Copilot Messages After Welcome Events execute, the widget displays: *"Agentic Copilot is actively listening to your conversation and ready to assist automatically."* Agentic App in Widget Each Agentic message includes a **Sending** button that delays auto send for up to 10 seconds. During this window: * Select **x** to cancel auto send. * Select **Copy** to move the message to the chat input field. * Select **Send** to send immediately. * Select **Override** to discard the Agentic response and type your own. * Use the **Stop/Resume** icon (top-right) to pause or resume auto-send globally. - Auto-send turns off automatically if Agentic Copilot fails to respond. - For messages outside the app's scope, Agentic indicates it can't respond. - To regenerate a failed response, double-click the corresponding customer message. ### Generate Summary Agents can generate on-demand summaries at any point during a conversation, up to two times. Previous summaries with timestamps remain visible during agent transfers. Enable the **Generate Summary** toggle in **Widget Theming > Layout Customization > Assist Action Menu Layout** to activate this feature. Summary Generation #### Landing Summary The **Landing Summary** appears when a conversation transfers from the bot to a human agent. It gives the agent a quick overview of the bot-customer interaction before the transfer. The **Landing Summary** includes the following: * A summary of the bot-customer conversation before the transfer. * **Call Transfer Reason** — For bot-to-human call transfers, the Landing Summary includes a **Call Transfer Reason** section that explains why the bot transferred the call to the agent. ### Attachment Support Attachments are limited to one file at a time, up to 25 MB. **If the file is detected automatically:** 1. A "waiting…" indicator appears. 2. On success, the file name appears in the input field with a **View** button. Automatic Detection Preview opens within the widget with **Back** and **Close** buttons. Attachment Preview **If the file isn't detected:** An **Override** option appears. Select it, then choose the file from your local directory. Confirm with the tick mark or reject with the close icon. Override Choose File **Error messages:** | Error | Display | | --------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | File exceeds 25 MB | 25MB Error | | Unsupported file type | Unsupported File | ### In-line Digital Forms Collect customer information through forms embedded in the Assist tab. To use this feature, configure forms with Dialog Tasks and set the Web/Mobile SDK Form Behavior to **Open inline form**. Inline Form **Form features:** * **Close icon**-Exits the form. A confirmation dialog prompts before discarding. Close Confirmation * **Fixed frame height**- 306 pixels with scroll support. * **Submit option**-Sticky at the bottom of the form. Submit Option **Behavior by application type:** | Application | Behavior | | ------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | **Third-party contact center** | Can't send the form to the customer. Fill it out manually. | | **Smart Assist Suite** | Can send the form to the customer. It can be sent multiple times but accessed only once. Simultaneous access by agent and customer triggers an error. | Inline Form Error *** ## Transcript Tab Available for voice calls only. Displays a real-time text transcription of the agent-customer conversation throughout the session. Transcript Tab If **Auto scroll Widget Content** is enabled in Settings, the tab scrolls to the latest utterance automatically. Agents can scroll manually as needed. *** ## More Tab Lets agents submit overall feedback on the widget. Agents can select up to five positive or negative options and optionally add comments. If the conversation is transferred, feedback from both agents is saved in the logs. **To submit widget feedback:** 1. Select **More** > **Feedback**. Feedback Option 2. Select **Satisfied** (positive) or **Unsatisfied** (negative). Positive Feedback 3. Select feedback options from the list and add comments if needed. Additional Comments 4. Select **Submit**. *** ## Settings | Setting | Description | | ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Proactive Mode** | Controls the widget's listening mode. When on, the platform generates NBA suggestions automatically. When off, agents can select the **Generate NBA** option to manually trigger an NBA suggestion. Agents can turn it off at runtime. If an admin turns it off, agents can't turn it back on. | | **Auto Scroll Content** | Controls auto scroll in the Assist, My AI Agent (Bot), and Transcript tabs. | | **Help & Support** | Links to documentation, FAQs, and Kore Academy courses. | | **Language** | Select a display language for the widget. | Settings Help and Support Language Selection ### Theme Selection Choose **Dark** or **Light** theme from the Settings tab. Theme Icon *** ## V2 vs V3 Differences ### UI Changes | Area | V2 | V3 | | --------------------------------- | --------------------------------------------------------- | ---------------------------------------------------------------- | | **Tabs** | Assist, Library, My AI Agent (Bot) + search bar at bottom | Search, My AI Agent (Bot), Assist, Settings | | **Tab placement** | Top | Bottom | | **Sentiment display** | Visible only on customer utterance match | Always visible; includes badges, icons, and emojis per utterance | | **Proactive option** | Top-right corner of the widget | Settings tab | | **Playbook closure** | "Proceed to Close" label | Symbol indicator | | **Playbook list** | Primary playbooks only | Primary and Dynamic playbooks | | **Dialog Task utterance display** | Shown at the top of the Dialog Task section | Tooltip via information icon hover | **Agent AI V2** V2 Widget **Agent AI V3** V3 Widget ### Feature-Level Changes | Feature | V2 | V3 | | ------------------------ | ------------------------------------ | ------------------------------------------------------------------------ | | **Dialog Task controls** | Terminate and Override Input buttons | List View, Restart, Terminate, and Maximize as icons | | **Override Input** | Button below the Dialog Task | Input field directly under the running Dialog Task | | **Settings tab** | Not available | Proactive mode, Auto Scroll, Documentation/FAQ links, Language selection | **Agent AI V2-Dialog Tasks** V2 Features 1 **Agent AI V3-Dialog Tasks** V3 Features 1 **Agent AI V2-Override Input** V2 Features 2 **Agent AI V3-Override Input** V3 Features 2