The virtual agent is capable of searching many sources of information. The most trusted sources are checked first. After a solution has been found, the virtual agent stops searching any additional sources.
Virtual Agent Queries define the sources of information the virtual agent can search when answering a user's question. For example, the virtual agent might search the artificial intelligence repository, the knowledge management database, or the internet. You configure the parameters for each source in a Virtual Agent Query definition.
Virtual Agent Queries are configured in the Virtual Agent Administration Console under the General Settings section. When you open the Virtual Agent Query Configuration pane, a list of queries appears. You can add, delete, or disable queries in the list. When you save or delete any query, the system is immediately updated and new virtual agent requests use the modified queries. Any chat that is already in progress continues to use the queries that were in effect at the start of the chat session.
The following topics are provided: