Clone A Virtual Agent

Adding a new virtual agent is easy but the further configuration process is a meticulous process. You have completed the configuration of one (or more) virtual agent, and you want to add another agent with similar configuration properties, then the clone functionality has you covered. It saves you a great deal of effort and time.

Cloning A Virtual Agent

  1. Log into SUVA and on the main page, you will see a list of agent(s) that you have configured.

  2. Click on the Clone Virtual Assistant button from actions ahead of the virtual agent that you want to clone.

The rest of the process is as same as described in Add A New Virtual Agent (based on your selection of the user role - Customer Support or HR Support). Fret not, you just need to perform the action of adding an agent, the configuration properties will be cloned automatically.

However, cloning an agent, which is based on one platform, into another platform, there are certain responses that might be impacted and won't work. What responses? Given below is a list of those responses:

  1. Salesforce to Zendesk
    1.1) Remove: Create Case
    1.2) Edit: Connect Live Agent
    1.3) Edit: Webhook

  2. Salesforce to Khoros
    2.1) Remove: Create Case
    2.2) Edit: Connect Live Agent
    2.3) Edit: Webhook

  3. Salesforce to Website
    3.1) Remove: Create Case
    3.2) Edit: Connect Live Agent
    3.3) Edit: Webhook

  4. Zendesk to Salesforce
    4.1) Edit: Connect Live Agent
    4.2) Edit: Webhook

  5. Zendesk to Khoros
    5.1) Edit: Connect Live Agent
    5.2) Edit: Webhook

  6. Zendesk to Website
    6.1) Edit: Connect Live Agent
    6.2) Edit: Webhook

  7. Khoros to Salesforce
    7.1) Remove: Create Discussion
    7.2) Edit: Webhook

  8. Khoros to Zendesk
    8.1) Remove: Create Discussion
    8.2) Edit: Webhook

  9. Khoros to Website
    9.1) Remove: Create Discussion
    9.2) Edit: Webhook

  10. Website to Salesforce
    10.1) Edit: Connect Live Agent
    10.2) Edit: Webhook

  11. Website to Zendesk

    11.1) Edit: Connect Live Agent
    11.2) Edit: Webhook

  12. Website to Khoros
    12.1) Remove: Connect Live Agent
    12.2) Edit: Webhook

Note: Analytics and Intent Suggestions are not cloned while cloning a virtual agent.

Last updatedTuesday, December 12, 2023

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