Group Chat

When it comes to issues that impact a wider audience of employees. You might prefer to be able to talk in real time with the Requester, Affected Users, Collaborators, and skipping over communication between the bots entirely.

With today's release, we're rolling out the first phase of our phased approach with the introduction of Group Chat.

Creating a Group Chat is an agent controlled action for now, ensuring that only agents can start Group Chats. With a Group Chat having been created on a ticket, we can directly from the Agent portal open the Group Chat in Teams with a single click.

Group Chat

When a Group Chat is created, a few things will happen:

• Tikit Virtual Agent creates a Teams Group Chat with the Requester, Affected Users, Assignee, and Collaborators
• Tikit Virtual Agent introduces itself
• Tikit Virtual Agent pins its introduction with a link to the ticket

The message Tikit Virtual Agent introduces itself with can be customized in Bot Configuration as seen below:

With a Group Chat created, there is some additional functionality that becomes exposed through Teams. For starters, let's add an employee to the Group Chat directly inside of teams. Here we'll add Adele and provide access to the entire chat history.

When this is done, on the backend that change is not only tracked but Adele is automatically added as an Affected User to the ticket.

Likewise, if she or anyone on the ticket were to be removed, they would automatically be removed from the Group Chat.

But what happens if we try to the remove the Requester from Teams?

In this case, while Teams allows the user to be removed the ticket requires a Requester. Tikit Virtual Agent will automatically add them back to the Group Chat and ensure they remain the Requester.

Next, what would happen if one of our Affected Users try to remove someone else from a Group Chat?

In a similar fashion, while Teams allows anyone to remove someone from a Group Chat. Affected Users receive a message informing them that an Agent needs to make this change. Agents are free to perform this change from Teams or on the Agent Portal.

And something else that is likely to happen on the Agent portal is either changing the Request itself or changing the Status of the ticket. Let's rename the ticket to "application issue" and set the Status to Pending.

Once saved, this change is reflected immediately inside of Teams.

Printing

For those amongst us who need to print tickets for meetings or to share with external auditing, we've redesigned the entire print layout to include everything on tickets.

OpenAI on Azure, System Prompt

Whether you're looking to better frame responses generated by your OpenAI instance, imbue company culture, or give responses some personality. We're now exposing the System Prompt that lets you set the tone of generative responses.

The default System Prompt is seen above, but you could replace or add to the above:

• Answers you provide should be truthful but said in a light hearted tone
• If you are asked who you are, respond by saying "I'm Tikit Virtual Agent of course!" If you are asked how you know what you know, respond that your knowledge is based entirely upon what has been uploaded.

Automations, Email Contains

If you're looking to improve ticket handling for the Requester based on their email's domain - you can!

Wrapping up!

There are two more things worth highlighting that are arriving with this release:

• Tikit Virtual Agent on mobile now defaults to a chat first experience rather than defaulting to the web experience.
• Tikit's email connector has been rebuilt completely from the ground up to offer greater resiliency against bursts of any email volume.

We'll see you at the next Technically Speaking!