Tikit Virtual Agent has grown up quite a bit since it first launched. In that time you've been able to customize it's branding, iconography, train up its artificial intelligence to deflect tickets or provide Templates, return multiple responses, and today - customize the very first experience available to users across the organization with support for customizing the Help card.

Updates to Bot Configuration

Here you can customize and style the text as you see fit, but more importantly introduce buttons directly into the Help card.

If we were to restyle a few things, we could build out a help card that offers access to common requests without knowing how to ask for them. Best of all, we can introduce a mix of different kinds of buttons.

With the Add Button menu, you can add in:

• Knowledge Articles: No need to ask, just push the button to get the answer as configured for the chosen KB article

• New Ticket: Need a quick way to get a ticket opened for a specific Team?

• My Requests: Need to check in on your open requests?

• Template: Need to jump right into a specific request?

• Open URL: Need to go somewhere else like an internal company website? Perhaps a Microsoft Form?

Regardless of your choice, you have the ability to customize the text that appears in the button. Edit the button afterwards by clicking on it, or deleting it by hovering and clicking the red trash can. You'll also notice all buttons are given iconography to provide the context of what they do.

With our card built out, lets test it out inside in Teams with Tikit Virtual Agent. We'll use the "help" command, send the message, and we'll see our new updated card. Then we'll choose "Wifi password"

What's worth pointing out here is just like Multi-KB response, when you select a Knowledge Article. You will always see the first question that you've configured for a specific Knowledge Article. That way employees have a quick way to find what they are after next time should they choose to converse.

New Ticket

But there is one more item available with this update and that is the ability to move directly into ticket creation by either using the "New Ticket" button, or just saying "New Ticket" to Tikit Virtual Agent.

With all of that said, let's combine everything above into a brand new help card that enables employees across the organization quick access to common Templates and Knowledge Articles.

Now you can customize, style, and provide a host of service offerings from different Teams using Tikit!

Wrapping up

We're excited to get this feature out and look forward to seeing what you build with it. If you have something you want to share, make sure to bring it to Technically Speaking at the end of the month!