The Settings page in Conversation Assist contains settings that are shared by all recommendation sources, or by all recommendation sources of a given type (bots or knowledge bases).

After changing settings, clear the recommendations cache in order to pick up the changes.

Suspend/Resume recommendations

This setting applies to all recommendation sources.

When this setting is on (blinking green), Conversation Assist recommends bots and answers inline in conversations. Click the toggle to suspend or resume recommendations globally.

Max # of recommendations

This setting applies to all recommendation sources.

Set the maximum number of recommendations (bot and answer) that Conversation Assist offers at one time. The default value is 3.

On-Demand Recommendations widget

Your agents can use this widget to look up bots, knowledge answers, and predefined content (replies to greetings, closings, etc.) on demand. Turn on this setting to display the widget in the Agent Workspace to all agents.

To see the change, you might need to refresh your browser or log in again.

When recommending bots and answers in the widget, the system respects the configuration of your bots and knowledge bases within Conversation Assist:

• Is the bot or knowledge base turned on within Conversation Assist?
• What skills are assigned?

If you turn on this widget:

• It’s likely you will want to hide the Predefined Content widget, so it doesn’t appear in the Agent Workspace. This is because the Predefined Content widget also makes available predefined content. Consider the On-Demand Recommendations widget your one-stop shop that assists agents with their conversations.
• Have your Conversational Cloud admin reposition this widget based on the needs of your agents.

Inline recommendations

Turn on this setting to offer recommended bots and answers inline in conversations with consumers. When agents use inline recommendations, they save time and make conversational outcomes more consistent. The default value is On.

When recommending bots and answers inline in conversations, the system respects the configuration of your bots and knowledge bases within Conversation Assist:

• Is the bot or knowledge base turned on within Conversation Assist?
• What skills are assigned?

Agent feedback

Turn on this setting to allow your agents to provide "thumbs up" and "thumbs down" feedback on recommendations. Learn how this is done.

You can't yet report on this feedback (so you can use it to tune your bots and answer matching), but stay tuned. That's coming soon!

Answer recommendations

Answer confidence

Set the Answer confidence if you’re using knowledge bases as recommendation sources.

The consumer’s intent will be matched to the articles in the knowledge bases, where each match is assigned a score indicating the system’s confidence in the match. Select the minimum confidence score that an article must have for it to be offered as a recommended answer that can be sent to the consumer.

The higher the score, the more relevant the recommendations. To offer more recommendations, try a lower score.

Rich content

Consider turning on the Rich content setting if you’re using knowledge bases as recommendation sources.

When this setting is Off, the agent can send a plain text answer that includes just the article’s summary.

When this setting is On, the agent can choose the type of answer to send: plain or rich. A rich answer includes the article’s image, summary, content link, video link, and audio link, as available in the article.

Recommended answer offered in-line in the conversation

Recommended answer offered on demand

Important info about rich answer recommendations

• Considering supporting rich answers. Their multimedia nature makes them much more engaging than plain answers, leading to a best-in-class experience for the consumer.
• The above said, if you’re using answer recommendations that are enriched via Generative AI, be aware that answers that are both rich (have multimedia) and enriched (generated via Generative AI) are supported but not recommended. This is because the generated answer might not align well substantively with the rich content associated with the highest scoring article, which is what is used.
• Currently, rich answer recommendations are supported only on the Web and Mobile SDK channels.
• The decision to turn on support is made at the account level, not at the recommendation source level. In other words, you can’t turn on support for knowledge base A but not for knowledge base B.
• Before you turn on support, whitelist the domains in all URLs for the images, videos, and audio files in the articles that might be served as answers. Contact LivePerson Support to assist with this.
• After you turn on support, answer recommendations are shown in both plain and rich format. (There are some limitations if the answers are enriched via Generative AI.) The agent can view both formats and make a proper choice about which to send.
• All plain answers can be edited before sending them. The text in rich answers offered via the On-Demand Recommendations widget can also be edited. The text in rich answers offered inline in conversations isn't editable.
• In a rich answer:
  • The link text isn’t editable, nor is the order of the links.
  • The language of the link text depends on the language being used by the agent. It’s the language that is set in their Conversational Cloud profile.

Bot recommendations

Bot confidence

Set the Bot confidence if you’re using bots as recommendation sources.

The consumer’s intent will be matched to the bots, where each match is assigned a score indicating the system’s confidence in the match. Select the minimum score that a bot must have for it to be offered as a recommended bot that can handle the conversation.

The higher the score, the more relevant the recommendations. To offer more recommendations, try a lower score.

Bot messages

Customize the bot messages if you’re using bots as recommendation sources. The messages are sent to the consumer when the bot is added to and removed from a conversation. They help consumers to understand when a bot is involved in a conversation.

Sound notifications for private messages only

In automated conversations, you only want your agents to hear the sound notifications that matter. Turn this on to reduce the noise and surface important ones.

If On, sound notifications are sent only for private messages to agents. If Off, they're sent for all messages sent by the bot and the consumer.