Creating virtual agents

This article discusses functionality currently on limited release, and is not available to all clients.

What is a virtual agent?

Virtual agents are a new agent type with the profile Virtual agent, intended for use with voicebots.

• An Agent can be assigned a Virtual agent profile if it is the agent's only profile.
• Virtual agents are treated as agents. For example, they can be assigned skills to be eligible for queues, and their calls and call recordings are available in Overview > Calls.
• Once activated, agents appear in Overview > Agents. If not active on a call, they will be shown as Waiting inbound contact. If the agent is later deactivated they will be considered Logged out.
• Virtual agents do not log in and out in the traditional manner. Their profile can be activated and deactivated. They are exempt from the normal automatic log out rules.

Creating a virtual agent

In your admin account:

1. Go to the Users page.
2. Go to the User list subpage.
3. Click the Create button to create a new user.
4. Give the virtual agent a Username and Full name as normal. 

Virtual agents use the Virtual agent profile UI mode, and may only have one profile. 

5. In the account's Agent profiles section, click the three dots for the agent's existing profile.
6. Click Edit.

7. Give the profile an appropriate Name.
8. For Profile UI mode select Virtual agent.
9. Type the Phone number (or numbers) to be used by the virtual agent.
10. If you are ready to activate the agent, click the Activate agent toggle switch.
11. The Call state changes url is an optional webhook which can be used for specific integrations.
12. Click the Update button. 

To complete creating the agent:

13. Click the Save button.