Enhanced Agent and Conversation Management
The Engati platform has implemented robust security enhancements to ensure a more secure and efficient environment for managing agent-user interactions. The updates introduce new features for managing agent access and categorizing conversations, providing granular control over communication flows.
This document provides detailed instructions for using the new features, troubleshooting common scenarios, and configuring security settings.
The ability to categorize conversations enhances organization, security, and operational efficiency. Agents can now assign categories to users at the beginning of conversations, ensuring that interactions are restricted to the appropriate groups.
Categories represent predefined labels or groups that segment users and agents. These ensure that conversations happen within specific contexts, maintaining order and safeguarding sensitive data.
When a new user is added, the agent is required to assign the user to a category. This ensures users are onboarded with appropriate segmentation from the start.
Step-by-Step Workflow:
- Navigate to the Agent Portal: Go to Message > Start New Conversation.
- Enter User Details: Provide the user’s name, contact information, or any required identifier in the prompted fields.
- Assign a Category:
- A dropdown menu will appear with available categories.
- Select the most appropriate category for the user.
- Initiate the Conversation:
- Compose your message in the chatbox.
- Click Send to start the conversation.
Troubleshooting:
- If the dropdown menu is unresponsive, check your internet connection or reload the page.
- Ensure you have access rights to assign categories; contact an administrator if necessary.
Agents cannot start conversations with users in different categories. This restriction prevents unauthorized communication across sensitive segments.
Example Scenario:
- Agent: testAdvSecAgent
- Assigned Category: Default
- User: Assigned Category: Test
When the agent attempts to communicate with this user, an error popup will appear, stating:
How to Resolve:
- Adjust the user’s category if appropriate, using administrative controls.
- Alternatively, assign the agent to the same category as the user.
If both the agent and user belong to the same category, conversations proceed seamlessly. No additional prompts or errors are triggered.
Steps for Smooth Communication:
- Ensure both the agent and user share the same category.
- Start a conversation using the Start New Conversation option in the Agent Portal.
- Proceed with regular chat operations without interruption.
Tip: Use this scenario for team-specific communication channels, ensuring agents and users are correctly categorized during onboarding.
Agents without assigned categories are restricted from starting conversations. When such an agent attempts to interact with an existing user, the system displays the following error:
"Agent category not defined: Communication restricted."
How to Fix:
- Administrators should assign the agent a category through the Agent Management section.
- Alternatively, agents can request access to a relevant category from their administrator.
When users do not have an assigned category, the agent is prompted to assign one before initiating communication.
Steps to Assign a Category:
- Open the Start New Conversation window.
- Select the user from the list or enter their details manually.
- Use the dropdown menu to assign a category to the user.
- Proceed with the conversation once the category is defined.
Pro Tip: Maintain a default category for unassigned users to streamline the process.
