Manage Bot Configuration

View and update settings for the Tikit app and HelpBot virtual agent app via Bot Configuration.

To open the bot configuration settings page:

  1. Open the Tikit web app at https://web.tikit.ai
  2. In the left navigation, open 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)

Using the triage channel picker, a channel can be set to display new tickets and dynamically update them. The Teams channel does not need a specific name, so feel free to include flair to make it your own.

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.

Configure settings for Tikit and the HelpBot virtual agent via Settings > Bot Configuration.

To automatically install the HelpBot virtual agent to your organization’s app store in Teams:

  • Select Install to Microsoft Teams and Tikit will upload the HelpBot virtual agent to your organization’s app store, but an administrator will need to review and approve the app.
  • Open Microsoft Teams admin center > Manage Apps.
  1. Select Install to Microsoft Teams
  • Tikit will upload the HelpBot virtual agent to your organization’s app store, but an administrator will need to review and approve the app.
  1. In the Microsoft Teams admin center, open Manage Apps then search for and select the HelpBot app. A newly submitted app like HelpBot will show a Publishing status of Submitted and a Status of Blocked.
  1. In the HelpBot app details, update Publishing status to Publish and confirm when prompted.

The HelpBot virtual agent has successfully been uploaded to your Microsoft teams app store and is ready for your users to install. Teams admins can also deploy HelpBot to users via a Setup Policy, make sure to pin HelpBot to your users sidebar!

Please see the HelpBot Recommended Setup guide for more details on using app permission and setup policies to deploy HelpBot. 

To download the HelpBot virtual agent:

  1. Select Download.
  2. Tikit will prompt to download HelpBot.zip.
  3. Upload HelpBot for your Organization
    1. As a Teams Admin, in the lower left corner of Teams, choose the Apps icon. On the Apps page, choose Upload a custom app.
    2. Then select Upload for MyOrganization where MyOrganization is your companies name.
  4. From here you have two options. You can instruct your end users to access and install the HelpBot from your organization’s Teams app store or the preferred method: “deploy” HelpBot to your users via a Setup Policy, make sure to pin HelpBot to your users sidebar.

Configure settings for Tikit and the HelpBot virtual agent via Bot Configuration in the Settings tab.

To update the Teams app settings using the Settings tab:

The Ticket Deflection Score threshold lets HelpBot know when to reply to a request with a Ticket Deflection knowledge base answer or prompt to create a new Ticket. HelpBot’s confidence in an answer is known as the confidence score, a number between 0 and 100. A score of 100 is likely an exact match, while a score of 0 means that no matching answer was found.
The following table provides a general guide to the levels of confidence based on their score:
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. HelpBot will prompt to create a new ticket if there's no match.​
The recommended threshold is 50 but you may want to adjust it to balance between accuracy and coverage of questions:
  • If Accuracy is more important, increase your threshold. This means HelpBot 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 HelpBot will answer more questions, but some answers may only be a partial match to the user’s question.
For more detailed info on the confidence score, please see the docs for Confidence score.

Manage Security

Tikit provides role-based access control (RBAC) to enforce authorization in both the web and Teams apps. There are several app roles available: Administrators, Analysts, and

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