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Managing conversational flows using widgets

Valid for AI Receptionist.

By default, your AI Receptionist needs instructions on how to talk to users. The widgets dashboard is where you set up these conversation rules. This article explains how to find the dashboard, understand the different building blocks, and make updates to your agent's behavior.

Note

You can find more information on creating and formatting widget blocks in the following articles:

Accessing the widgets area

  • Log in to your IONOS account.
  • Click on Menu > AI Receptionist in the title bar. The AI Agent Portal opens.
  • Click on Customer Portal under Actions for the desired receptionist. The Dashboard opens.
  • Click on Widgets from the left-side menu.

Main conversation building blocks

The dashboard is split into four main areas that control how the AI Receptionist speaks:

  • Introductions: How the chat starts and sets the tone.
  • Intent Types: What the user is trying to do or ask.
  • Scenarios: The actual back-and-forth chat steps used to resolve an issue.
  • Procedures: Reusable chat pieces that you can easily plug into multiple different conversations.

Spotting default vs. custom parts

As you look at your board, you will notice different symbols next to items:

  • Eye symbol: This is a standard template piece provided by the system. You cannot edit it directly.
  • Pencil symbol: This is a custom piece you created or previously edited. You can jump in and change it anytime.

Changing a standard template

To tweak a built-in template, you have to make a personal copy of it first.

  • Click the eye symbol on the piece you want to adjust.
  • Hit the three dots in the upper right corner.
  • Pick Clone this library item. The symbol will instantly turn into a pencil.
  • Click the new pencil symbol to open your text editor.
  • Update the text or title as needed.
  • Click Save.

Undoing changes to a template

If you make a mistake, you can easily go back to the original standard version.

  • Click the pencil symbol on the copied piece.
  • Click the three dots in the upper right.
  • Choose Revert to the library item.
  • Confirm the prompt to delete your custom changes and bring back the default template.

Checking what changed

If you need to see exactly what edits were made over time, you can put two versions side-by-side.

  • Open any piece by clicking its symbol.
  • Turn on the Comparison View toggle.
  • Pick an older version from the dropdown menu to see the differences highlighted on your screen.

Building brand new parts

  • Go to the column where you want to add something new (like Scenarios).
  • Click the + (plus) sign near the top of that specific column.
  • Type in your new title and rules.
  • Click Save.

Bringing in missing templates

If your board looks empty, you can pull in ready-made templates from the main system.

  • Click the + Add from Library button in the top right.
  • Look through the tabs to find the piece you need.
  • Click the + (plus) sign next to it to drop it onto your board.

Removing parts

To remove a widget block from the canvas, complete the following.

  • Click the eye symbol on the piece you want to remove.
  • Hit the three dots in the upper right corner.
  • Pick Remove from canvas. The piece will be deleted.

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