View and update settings for the Tikit app and Ticket Virtual Agent agent app via Bot Configuration.
To open the bot configuration settings page:
- Open the Tikit web app at https://web.tikit.ai
- Once in the Tikit web app, select settings gear in the header, then select Bot Configuration.
When the Tikit Teams app is installed, Tikit sends a customizable welcome message. This message provides a quick introduction for your analysts and is a great place to include some initial suggestions or useful links to get started.
Plain text and limited markdown in Teams is supported. Please see available options for more details.
| Text Style | Markdown |
|---|---|
| Bold | **Bold** |
| Italic | _Italic_ |
| Bullet List | - Item 1\r- Item 2\r- Item 3 |
| Numbered List | 1. Green\r2. Orange\r3. Blue |
| Hyperlinks | [Title](url) |
View the default Triage Channel, and follow the “here” link to change default.
User must be a member of or have access to channels for them to be displayed in the channel picker; otherwise, the current triage channel id will be displayed and picker will not be available.
Select “Install to Microsoft Teams” to install Tikit Virtual Agent (TVA) in your organizations app store
Follow the Tikit Virtual Agent Setup Guide for full instructions on how to deploy TVA to your organization.
When the TVA Teams app is installed, Tikit sends a customizable welcome message. This message provides a quick introduction for your users and is a great place to include some initial suggestions or useful links to get started.
| Score Value | Score Meaning |
|---|---|
| 90 - 100 | Exact Match A near exact match of user query and a KB question. |
| > 70 | High confidence Typically a good answer that completely answers the user's query. |
| 50 - 70 | Medium confidence Typically a fairly good answer that should answer the main intent of the user query. |
| The recommended threshold that should would for most KBs is 50. | |
| 30 - 50 | Low confidence Typically a related answer that partially answers the user's intent. |
| < 30 | Very low confidence Typically does not answer the user's query, but has some matching words or phrases. |
| 0 | No match No answer found. TVA will prompt to create a new ticket if there's no match. |
- If Accuracy is more important, increase your threshold. This means TVA will be more confident in an answer when replying, but you may end up leaving more questions unanswered and turned into tickets.
- If Coverage is more important, decrease your threshold. This means TVA will answer more questions, but some answers may only be a partial match to the user’s question.
