Virtual Assistant Configuration Guide
Updated at May 30th, 2025
Table of Contents
The Virtual Assistant Module provides intelligent call handling by recognising speech input and routing interactions accordingly. Configuration settings define how the assistant responds, directs conversations, and manages user queries.
1. General Configuration
| Setting | Description |
|---|---|
| Name | The instance name of the Virtual Assistant. |
| Intro Prompt | The greeting played when a call enters the module (e.g., “You are connected with a Virtual Assistant. How can we help you?”). |
| Enable Directory Assistance | Allows callers to request connections to individuals within the organisation or check availability. |
| Use Model | Defines intent recognition via keyword detection or a machine learning model (WoCo model or Azure custom model). |
| Azure CLU Project | The project name in Azure Language Studio. |
| Azure CLU Deployment | The deployment name in Azure Language Studio. |
| Low Confidence Level | The minimum confidence threshold required to accept an outcome. |
| High Confidence Level | The confidence level where an outcome is accepted without doubt. |
| Enable Content Chat | Allows FAQ-based autonomous responses using ChatGPT. |
| Azure Model or Deployment | The model/deployment name in Azure OpenAI Studio. |
| Azure Chat Instruction | Defines the instruction prompt for ChatGPT processing. |
| Content Domain | Selects the FAQ article database for AI-generated responses. |
| Try Count | The maximum number of retries before the system exits the interaction. |
| Default Router | Manages routing decisions, including open/closed state, agent availability, and fallback destinations. |
| Exit Module | The default module if no selection is made or an error occurs. |
2. Topic Actions
Topics allow the Virtual Assistant to trigger predefined responses or call flow actions.
| Topic Action | Description |
|---|---|
| Textual/Audio Response | Provides a direct response (e.g., answering a question about business hours). |
| Menu Follow-Up | Collects additional information (e.g., address or city) via a speech-enabled menu. |
| Transfer to Destination | Transfers the caller to a specific endpoint. |
| Call Flow Action | Links the topic to another Router or Transfer Module, forwarding interactions to internal or external agents. |
| FAQ-Based Response | Uses ChatGPT to generate an answer based on a linked FAQ article (requires Microsoft Azure OpenAI key). |
| Work Item Creation | Creates a work item, collecting details step by step. (Feature to be developed). |
| Workflow Action | Triggers a workflow process for handling a request. (Feature to be developed). |
3. Topic Configuration
| Setting | Description |
|---|---|
| Enabled | Defines if the topic is active and available. |
| Name | The topic name. |
| Suggestion | Offers the topic as a recommended option (e.g., WebChat favourites). |
| Tag | Links the topic to an intent from a model. |
| Inputs | Defines keywords or phrases used to select the topic. |
| Output | The response text if the topic is selected (optional). |
| Action | Defines the action to trigger (optional). |
| FAQ Article | The linked FAQ article, used with ChatGPT for generating responses. |
| Work Item Type | Specifies the work item type created by this topic. |
| Transfer | Defines the transfer destination. |
| Menu | Specifies the follow-up menu. |
| Next Module | Determines the next execution module in the call flow. |
