About

You can configure goals that tell your agent what information to gather from users during conversations. For example, your agent can collect information about a user's interests, requirements, challenges, or readiness to take the next step.

You configure goals in the Playbook tab. Each agent can have up to four goals.

Access the Playbook tab

1. From the Agents tab, click the agent you want to configure.

The agent workspace opens on the Overview tab.

2. Click the Playbook tab.

The Playbook tab displays.

Collect insights from conversations

Use Collect insights to define information you want the agent to gather from a user's responses during a conversation.

1. In the Agent goals section, click Collect insights.

The Collect conversation insights window opens.

2. Enter a Title.
3. Enter a Field key to identify the insight you want to collect, for example, P.INTEREST. Don't include spaces in the key.
4. In the What insights do you want to collect? field, describe the information you want the agent to gather during the conversation.

You can also click an example in the Examples section to populate the field. Selecting an example replaces any text already entered.

5. Click Add.

The goal is added to the Agent goals list. Your changes aren't applied to the agent until you publish them.

Manage your goals

Configured goals appear in the Agent goals section of the Playbook tab. The counter shows how many of the four available goals you've configured.

Edit a goal

1. Hover over or focus the goal you want to change and click the pencil icon.

2. Update the fields as needed.

Delete a goal

Hover over or focus the goal you want to remove and click the trash can icon.

The goal is removed.

Publish your changes

Creating, editing, or deleting a goal is treated as an unpublished change. Click Publish at the top right to apply your changes.

Until you publish your changes, they won't affect conversations with your agent.