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[This article is prerelease documentation and is subject to change.]
Agents powered by the Customer Conversation harness include an Events section in the Build tab, which opens a Conversation events list. Events are deterministic parts of the conversation that trigger based on what's happening in the conversation. You can't remove events, but you can disable and edit them. Under the hood, an event is a topic, so you configure it the same way you'd configure any other topic. For more information about topics, see System topics.
Available events
Every agent has the following events available by default:
- Conversation Start: Customize the greeting and hydrate variables needed at the start of the conversation. For example, hydrate variables passed from your contact center, such as
System.Activity.From.User, to get the caller's phone number. - End of Conversation: Customize the ending and edit survey logic. The topic nodes in this event run at the end of the conversation. The trigger for this topic is a redirection: use the Topic Redirect node in another topic to redirect to this topic when appropriate. The End Conversation topic node itself ends the conversation; channel-specific behavior applies (for example, a voice call hangs up).
- On Error: Set up logging to Azure Analytics.
- Prompt Website Login: Customize the text for the sign-in button. The button appears either at the start of the conversation or when a tool needs an end-user token. This event is only applicable in chat channels.
- Reset Conversation: Define the commands that start a new conversation.
- Silence Detection: Customize how long to wait before following up with the user to ask if they're still there.
When Voice Authentication is enabled, three more events become available:
- SMS One Time Passcode
- Biometric enrollment consent
- Speech collection for biometric enrollment and authentication
Note
Unenrolling from biometric authentication is available as a skill (Biometric voiceprint unenrollment), not as an event. For more information, see Create a skill for an agent (Customer Conversation).