Virtual agent aliases
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You can assign a public-facing virtual agent alias to each of your virtual
agents. When all virtual agents share the same alias, they each appear to have
the same name to end-users. This creates the impression that a single virtual
agent is handling a session even if the session is transferred between virtual
agents. You can assign virtual agent aliases to both support agents and virtual
task assistants. Virtual agent aliases are used in the web SDK, the mobile SDKs,
in system messages, and in transcripts.
Google recommends giving each of your virtual agents a unique internal name to
identify them in internal systems and reporting. The internal name of a virtual
agent is visible to end-users only if you don't set up a virtual agent alias for
that virtual agent. For more information, see Create a virtual
agent and Create a virtual task
assistant.
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