Using Environments with AI Knowledge Sets

Environments allow you to control how your Virtual Service Agent (VSA) connects to different sources of information. In TeamDynamix CAI and TAAs, environments control how the system filters the available tickets and articles for the ones that the end-user has access to. If your environments are not set correctly, you may not have any or all the knowledge set records available to you.

Introduction

Environments allow you to control how your Virtual Service Agent (VSA) connects to different sources of information. In TeamDynamix CAI and TAAs, environments control how the system filters the available tickets and articles for the ones that the end-user has access to. If your environments are not set correctly, you may not have any or all the knowledge set records available to you.

This article is specifically for the usage of Environments in TeamDynamix Conversational AI and AI Ticket Assist Agents. For iPaaS-specific context, please review this KB article: Using iPaaS Environments to Build Flow Deployment Pipelines

Set Up Instructions

To set up Environments in your AI & Automation Layer, first create the sandbox/production references.

1. Navigate to Administration > Environments
2. Check if there are already references created for the environments that you need. If so, edit them.
3. Otherwise, click Add to create a new Environment
4. Fill out fields for the new Environment
   • Name: {{ give a clear name for the environment ([sandbox|production]) }}
   • Description: {{ describe what the environment is for, if not self explanatory }}
   • TD WM Integration
     • Environment: [Production|Sandbox] {{ the type of TeamDynamix environment (if relevant) that this references }}
     • Partition Id: {{ your Partition Id from your TeamDynamix Work Management instance }}
       • Your TDX PartitionId value can be found on the Home page 'Details' tab of your organization in TDAdmin. Scroll towards the bottom of the page - a field 'PartitionId' is presented (which you will need to copy into this field).
     • BEID: {{ your BEID from your TeamDynamix Work Management instance }}
       • Your TDX BEID value can be found on the Home page 'Details' tab of your organization in TDAdmin. Towards the top of the page, near your organization's name you will see a value 'ID' which is your Business Entity ID (you will need to copy into this field).
     • Instance URL: {{ fills in automatically from the correct combination of BEID and Partition Id }}
5. Click Add New to save the environment
6. Repeat steps 3-5 for any additional environments needed

Once you have the environments that you need in the AI & Automation Layer, navigate to the application where you plan to use them.

1. Navigate to Applications > All Applications > {{ your VSA or TAA application }} > [VSA|Assist Agent] Configuration
2. Select the environment that you want to use as the Unpublished Versions Environment and the Published Versions Environment
   • The Unpublished Versions Environment will be used when you are working with v0 of the agent (i.e. in the emulator while building). We recommend that you set this to sandbox and enable v0 on the sandbox client portal so that you can test with sandbox knowledge sets.
   • The Published Versions Environment will be used for any numbered versions of the agent (including the default version after your first publish). We recommend that you set this to production.

Now that your environments are set, you can use your agent's knowledge sets in production and sandbox as necessary, retrieving the correct information in each case.