Agent Identity

The Agent Identity section allows you to define and manage the unique characteristics and attributes of the agent that interacts with your customer. This includes setting the agent’s name, role, model and other identifying information. To access the Agent Identity section, navigate to Identity under Build in the left sidebar of the CXP. In this section, you will configure:

• General Information
• Safety Attributes
• Voice Configuration
• Chat Configuration
• Integration Settings

​

General Information

The General Information section allows you to specify the basic identifying details of the agent, such as:

• Company name: The name of the company the agent represents.
• Greeting: The initial message or salutation used by the agent when interacting with customers.
• Live agent name: How the live agent is referred to during interactions with customers (e.g., “Support agent”, “Team member”, etc.)

​

Safety Attributes

The Safety section allows you to add Input Guardrails, which are topics or content that the agent is allowed to discuss or respond to during interactions with customers. This helps ensure that the agent maintains appropriate and safe communication at all times. To add an Input Guardrail, click on the Add button and specify:

• Name: A unique name that should reflect the main theme of the content (e.g., “Stocks”, “Cancellations”, etc).
• Description: A brief description that will help the agent understand the context and limitations of the content.
• Example Conversation: An example dialogue that illustrates how the agent should handle the topic or content within the guardrail. (e.g., “Customer: I want to cancel my subscription. Agent: Sure, I can help you with that.”)
• Example Explanation: An explanation of why the example conversation is appropriate and how it aligns with the input guardrail.

You can add up to three examples. Once the examples are added, click the Save button.

​

Voice Configuration

The Voice Configuration section allows you to set up the agent’s voice and the Agent Version.

​

Agent Version

This setting allows you to specify Company-wide voice prompts and the version of the models that will be used during interactions with customers. You can swap between the different versions as needed. You can also enable “Always use latest stable version” if you want the agent to automatically use the most recent stable version of the model. Expand the Agent Version setting to configure:

​

Voice Selection

Select the voice for the agent from the available options. You can preview each voice before making a selection.

​

Chat Configuration

Configure the models used for the following functions during a chat interaction:

• safety
• scope
• filler
• task_selector
• task_variant_kb_aware
• output_safety_llm_hallucination
• output_safety_llm_phenomena
• output_safety_llm_toxic
• question_extractor

Expand each section to configure the model information such as:

• Provider: The provider of the model (e.g., OpenAI, Anthropic).
• Model: The model used (e.g., GPT-4, Claude v1).
• LLM arguments: The arguments passed to the model.
      {
       "max_tokens": 12,
       "temperature": 0,
       "extra_body": {
           "timeout": 5,
           "fallbacks": [
           "claude-4.5-sonnet"
           ]
       },
       "llm_client_config_override": {
           "retry_mechanism": "hedged",
           "client_max_retries": 3,
           "hedge_delay": 2.5,
           "hedge_concurrent_requests": 2
       }
       }
  
• Retry model settings: The arguments passed to the model to handle retries.
• Maximum retry attempts: The maximum number of times the model will retry.

You can enable “B Variant” if you want the model to use the alternative variant for testing.

​

Integration-settings

Configure HILA integration and other third-party integrations with sensitive API keys.

​

Sensitive API Keys

Add the names of of any API fields that contain sensitive customer data. Once added, the Sensitive data protection toggle in Safety controls whether filtering is active. To add a sensitive API key, click the “Add” button, enter the name of the API field, and click “Add” again.

​

HILA Configuration

HILA (Human-in-the-Loop AI) allows you to integrate human oversight into the agent’s decision-making process. You can configure HILA settings to manage the following aspects of contact center interactions:

​

Deployment

Once you have configured the agent’s identity, you can deploy the agent to your desired environment. To deploy the agent:

1. Click on the Deploy button in the top right corner of the CXP.
2. Select the environments where you want to “Deploy from” and “Deploy to” (e.g., Sandbox, Production).
3. In the Release Notes section, provide a brief description of the changes made to the agent’s identity.
4. In the Resources section, select Agent Identity under General Configuration to include the agent’s identity configuration in the deployment.
5. Click on the Deploy button to initiate the deployment process.

​

Next Steps