AgentX Support - Add-on nodes ​

Add-ons extend the capabilities of your AI agent beyond core conversation handling. These add-ons enable your AI agent to perform various actions, including:

• Connecting with external systems
• Triggering live agent handovers
• Guiding users through policy-driven flows
• Looking up structured data from data tables
• Verifying user identities

Agent Actions - Apply Macro ​

The Agent Actions - Apply Macro add-on applies predefined macros to automate actions like tagging or closing tickets.

Answer Feedback - Conversation Flow ​

The Answer Feedback - Conversation Flow add-on thanks the user for providing feedback.

Autonomous Agent ​

The Autonomous Agent add-on enables autonomous multi-step execution by the AI agent to achieve user goals.

Business Email Checker ​

The Business Email Checker add-on validates if an email address you provide belongs to a business domain. You can use this node with a Rule node to check if the parameter isBusinessEmail is true or false, and route the customer accordingly.

Business Hours ​

The Business Hours add-on checks if the current time falls within your defined business hours. Specify the timezone and set rules for each day of the week.

Use this node to route customers based on when they contact support. For example, direct customers to a live agent during business hours or to a self-service path after hours.

Capture Variable via Input ​

The Capture Variable via Input add-on prompts the user for input and store their response in a parameter.

Capture Variable via Input

You can combine this node with Message or Question nodes to guide the interaction. For example, use a Message or Question node to ask, "What's your name?", then follow up with a personalized message like:

Hi, {{ firstName }}. How can I help you today?

This lets you create more natural, contextual conversations using stored user input.

Chat Conversation CSAT ​

The Chat Conversation CSAT add-on collects customer satisfaction (CSAT) feedback after a conversation.

Chat Conversation CSAT

You can choose to collect either:

• A rating only, or
• A rating with additional feedback, as shown in the screenshot.

Ratings are collected on a 5-point scale:

• Terrible
• Bad
• Okay
• Good
• Excellent

Client Event ​

The Client Event add-on lets you control the UI state of the AI agent widget during a conversation. You can use it to open, close, minimize, or customize elements of the interface depending on where the user is in the flow.

Available client events include:

Cognitive Answers ​

The Cognitive Answers add-on uses large language models (LLMs) to fetch answers from your knowledge base.

Cognitive Email Response ​

The Cognitive Email Response add-on uses large language models (LLMs) to fetch answers from your knowledge base.

Conversation Agent ​

The Conversation Agent add-on lets customers converse with an AI agent that has the ability to clarify and search.

Data Table ​

The Data Table add-on looks up structured data from a data table and store the result in parameters.

Refer to the Use a data table in a flow section for an example that illustrates how to configure this node.

Dynamic Messages ​

The Dynamic Messages add-on inserts dynamic content into the conversation based on parameter values.

Email Template Response ​

The Email Template Response add-on responds using a predefined email template.

End Chat ​

The End Chat add-on immediately ends the conversation session with the user.

Generative Response ​

The Generative Response add-on allows you to provide instructions and generate a response using a language model. You can choose to use a base prompt or define instructions to use for the generative response. You can also opt to use the conversation to generate a response.

HTTP Request ​

The HTTP Request add-on lets you make calls to any external REST API. Common use cases include:

• Fetching data from an external system, such as retrieving an order status or customer profile.
• Sending collected information to an external system, such as updating an order.

Configure the HTTP request ​

Complete the following steps to configure the HTTP request node:

Use the API response ​

After the HTTP request is complete, the response is stored in the actionOutput parameter. You can access this data using the templating language to personalize messages sent to the customer.

Example response ​

{
  "order": {
    "id": 12,
    "name": "blue tshirt",
    "price": 10,
    "count": 1
  }
}

Template example ​

Order ID: {{ actionOutput.order.id }}
Product: {{ actionOutput.order.name }}
Price: ${{ actionOutput.order.price }}
Quantity: {{ actionOutput.order.count }}

You can use these templates in any message component to dynamically display API response data.

Display the API response in a message

Identity Verification ​

The Identity Verification add-on verifies a user's identity using a shared secret. This ensures that any metadata passed to the AI agent is authenticated and trustworthy.

When identity verification is enabled, the AI agent checks a hash of the user's metadata generated by your server. If the hash matches the expected value (based on the shared secret), the metadata is considered verified and is added to the flow context for use throughout the conversation.

List Options ​

The List Options add-on lets customers select an item from a predefined list and stores their selection in a parameter.

List options

You can follow this node with a Rule node to route users down different paths based on their selection.

OTP Authentication ​

The OTP Authentication add-on sends a one-time password (OTP) to the user's email or phone number and verifies it to confirm their identity.

Policy Flow ​

The Policy Flow add-on defines a task the AI agent can carry out using natural language instructions. These tasks can involve step-by-step interactions where the agent asks questions, makes decisions, and responds intelligently based on user input. Policies are powered by large language models (LLMs), such as GPT-4.

Policy Flow

This add-on includes the following key components and optional configurations:

• Name: A clear, descriptive name for the policy.

• Policy: A plain-text instruction set describing how the AI agent carries out the task. Ensure that the policy defines:

  • The objective, or what the agent is helping with.
  • The step-by-step approach.
  • The exit criteria, or how to know when the task is complete.

• Actions: Additional actions that the AI agent can perform as part of executing the policy.

Beyond the core setup, you can configure advanced behavior using the following options:

• Language model
• Context parameters
• Failure settings

Language model ​

The Language Model tab lets you choose which language model the Policy Flow node uses. You can either use the default model provided by AgentX Support or use an existing LLM connection (OpenAI, Azure, or Anthropic). You can also specify a particular model version if needed.

Model selection

Context parameters ​

The Context Parameters tab allows you to provide relevant context to the Policy Flow node to improve accuracy and reduce repeated questions.

Parameter configuration

Failure settings ​

The Failure Settings tab allows you to set a maximum number of turns (message exchanges) the agent can take while executing the policy. This prevents the AI agent from looping indefinitely.

Failure settings

Sales AI Agent ​

The Sales AI Agent add-on assigns a specialized AI agent focused on sales conversations.

Salesforce - Agent Availability ​

The Salesforce - Agent Availability add-on checks whether any agents are available for live chat within a specified group.

Salesforce - Agent Availability

To configure this node, provide the following details:

• Live Agent URL
• Salesforce Organization ID
• Deployment ID
• Button ID

Configuration example

After you configure this node, it checks for agent availability and sets a parameter accordingly:

availability = available   (if agents are available)
availability = no          (if no agents are available)

You can reference this parameter in flow rules to route the conversation based on agent availability.

Salesforce - Live Agent Handover ​

The Salesforce - Live Agent Handover add-on routes the conversation to a Salesforce live agent. In addition to the handover, you can associate cases and contacts. You also have the ability to prefill fields on the LiveChatTranscript object.

Salesforce - Live Agent Handover

The following fields are required. You can populate them directly or using parameters:

• Live Agent URL
• Salesforce Organization ID
• Deployment ID
• Button ID
• First Name
• Last Name

Salesforce - Live Agent Handover fields

Optional fields include:

After the chat ends, the flow continues to the next node. A chat ends in the following scenarios:

• Agent ends the chat
• User ends the chat
• User disconnects (abandonment after timeout)

Salesforce - Messaging Handoff ​

The Salesforce - Messaging Handoff add-on transfers the user to Salesforce Messaging.

Select List ​

The Select List add-on presents a drop-down menu that lets users choose one or more items from a predefined list. You can optionally enable multi-select to allow users to pick multiple options.

Select list

Slack - Live Chat Handover ​

The Slack - Live Chat Handover add-on hands off the conversation to a Slack channel for live support.

Transcript Summary ​

The Transcript Summary add-on generates a summary of the conversation. It also identifies the user's problem and sentiment.

Transient Message ​

The Transient Message add-on displays a temporary message that is not included in the conversation transcript.

Upload Attachment ​

The Upload Attachment add-on allows users to upload files during the conversation.

Zendesk - Field Triage ​

The Zendesk - Field Triage add-on uses logic to assign or update Zendesk ticket fields.

Zendesk Sunshine Conversations Handoff - In Widget ​

The Zendesk Sunshine Conversations Handoff - In Widget add-on hands off to a live agent using Zendesk Sunshine Conversations inside the chat widget.

Zendesk Sunshine Conversations Handoff - In Widget

Zendesk Sunshine Conversations Handover ​

The Zendesk Sunshine Conversations Handover add-on hands off to a Zendesk Sunshine Conversations live agent outside the chat widget.

Zendesk Ticket Field Update ​

The Zendesk Ticket Field Update add-on updates ticket fields in Zendesk based on user input or flow logic.