Hello Community
We are exploring the ways to integrate the long-awaited AI based Virtual Agent to our Help Center.
While there are plenty of matters to still attend, we are making good progress but came across somewhat of a weird detail.
As base info, we've got two Projects in our Help Center, one contains all the customer requests (separated by Organizations) and the other one is a customer specific Knowledge Base with access limited to one Organization only (not ideal but the only way to do a limited-access KB for the time being, as far as we know).
Now, to the matter at hand.
We've successfully enabled the Virtual Agent and it also manages to bring our some relevant answers with AI. However, we believe that it would make sense to insert a disclaimer for the customers which states that if they take any actions based on the AI answers, we're not actually liable for any damages it may cause (especially if the AI answer misleads the customer to wrong way... we cannot affect that).
To do this, the simple way seemed to alter the Standard flow / Greet by simply adding a few notes about the terms & conditions and stating that by continuing they accept them.
We did this in both of our Service Projects, and it worked well, unfortunately though, if we access the Virtual Agent chat from the Help Center front page, it does not use those same flows but something else. We've looked everywhere for those but cannot find them. We are now assuming those are hard-coded beyond our access, which actually renders the whole thing a little silly since we would not be sure if it would know to match the taught Intents either since it seems to be working in a different layer.
Question:
Is there a place to access those "global" or Help Center level Standard flows?
If the answer is "No", question2: Is there a place to disable the Virtual Agent from the Help Center but keeping it on the separate Portals? EDIT: This seems to be possible, but renders the user experience less ideal.
We hope that a solution exists, because unfortunately it seems that without addressing this issue we won't be able to properly deploy the Virtual Agent to our Help Center.
