> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent AI Widget

The Agent AI widget gives agents real-time AI assistance during customer interactions. It surfaces Dialog Tasks, Playbooks, coaching prompts, sentiment data, transcriptions, and summaries-all from a single panel.

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agent-assist-widget-v3-appearance.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=1321c4c14cab48b51b2a396362263865" alt="Agent AI Widget" width="1920" height="878" data-path="ai-for-service/agentai/agent-experience/widget-images/agent-assist-widget-v3-appearance.png" />

***

## Features

| Feature                          | Description                                                                                          |
| -------------------------------- | ---------------------------------------------------------------------------------------------------- |
| **Dialog Tasks**                 | Pre-configured use cases that trigger when customer intent matches. Reduces manual typing.           |
| **Playbooks**                    | Structured guidance for handling customer interactions step by step.                                 |
| **Real-time Agent Coaching**     | On-screen hints and nudges triggered by agent utterances and speech patterns.                        |
| **Real-time Sentiment Analysis** | Time-based graph showing customer emotional tone throughout the conversation.                        |
| **Transcription**                | Live text transcription of voice calls. Agents can pause and resume to exclude PII.                  |
| **Auto Summarization**           | Automatic conversation summaries to speed up decision-making.                                        |
| **Generate Summary**             | On-demand summary generation (up to 2 times per agent per conversation), including during transfers. |
| **PII Redaction**                | Removes personally identifiable information from the agent view and transcripts.                     |
| **Feedback**                     | Agents rate suggestions to continuously improve AI recommendations.                                  |
| **Next Best Action**             | Suggests and runs Dialog Tasks for faster query resolution.                                          |
| **Multi-language Support**       | Agents can switch languages in real time to match customer preferences.                              |
| **Knowledge AI**                 | Customizable search results and FAQ suggestions from the knowledge base.                             |
| **File/Image Attachments**       | Supports uploads up to 25 MB during live conversations.                                              |
| **Theme Selection**              | Dark or light widget theme.                                                                          |
| **In-line Digital Forms**        | Collect customer data through forms embedded in the widget.                                          |
| **Agentic Copilot**              | Runs conversations autonomously. Agents can cancel, override, or edit responses.                     |
| **Auto Scroll**                  | Scrolls to the latest message automatically.                                                         |

***

## Widget Tabs

The widget has five tabs-**Search**, **My AI Agent (Bot)**, **Assist**, **Transcript** (voice only), and **More**-plus **Settings** and **Theme** controls.

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/agent-assist-widget-tabs.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=2525c237693ddc2974d60beb20c44f06" alt="Widget Tabs" width="336" height="355" data-path="ai-for-service/agentai/agent-experience/widget-content-update/agent-assist-widget-tabs.png" />

***

## Search Tab

Shows all configured Dialog Tasks and supports searching for Dialog Tasks, FAQs, Generative AI answers, web pages, and files. Content updates automatically based on the conversation.

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/updated-search-functionality.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=b49ec664a39d68709ab29f72c9c98743" alt="Search Tab" width="1920" height="912" data-path="ai-for-service/agentai/agent-experience/widget-content-update/updated-search-functionality.png" />

| Button                     | Action                                                                                 |
| -------------------------- | -------------------------------------------------------------------------------------- |
| **Run**                    | Runs a configured Dialog Task immediately.                                             |
| **Run with Agent's Input** | Runs a Dialog Task with agent-provided inputs. Moves you to the My AI Agent (Bot) tab. |
| **Spyglass icon**          | Submits the search query (or press **Enter**).                                         |

### Error States

| Condition                              | Display                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| -------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Timeout or dialog tasks not configured | <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/timeout-first-time.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=6f2ad358fdcef9516e4dc73fe18d1a29" alt="Timeout" width="376" height="583" data-path="ai-for-service/agentai/agent-experience/widget-content-update/timeout-first-time.png" />                                                                      |
| Consecutive timeout                    | <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/timeout-second-time.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=5816b272f9234963cb3fddf968017354" alt="Timeout Second" width="374" height="575" data-path="ai-for-service/agentai/agent-experience/widget-content-update/timeout-second-time.png" />                                                       |
| Server error                           | <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/server-error.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=c60a4b2cca9579dbb81c58bfda98b688" alt="Server Error" width="403" height="614" data-path="ai-for-service/agentai/agent-experience/widget-content-update/server-error.png" />                                                                                                                 |
| Dialog Tasks not found                 | <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/dialog-tasks-not-found.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=19b28f7ea67d01137c78cb43922ca104" alt="Not Found" width="1920" height="912" data-path="ai-for-service/agentai/agent-experience/widget-content-update/dialog-tasks-not-found.png" />                                  |
| No matching results                    | <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/no-matching-search-results.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=e373e6e62286c6fe941756bac04be3ea" alt="No Results" width="1920" height="909" data-path="ai-for-service/agentai/agent-experience/widget-content-update/no-matching-search-results.png" /> |

***

## My AI Agent (Bot) Tab

Lets agents run automations independently using their own inputs. Useful when automation fails mid-conversation or when agents need to run parallel queries without affecting the customer interaction.

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/mybot-tab.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=d58a0099d8632790840c2d4d66517ca1" alt="My AI Agent Tab" width="743" height="685" data-path="ai-for-service/agentai/agent-experience/widget-images/mybot-tab.png" />

The tab displays Next Best Action suggestions based on the current conversation status.

***

## Assist Tab

The primary agent workspace. Monitors conversations automatically and surfaces Dialog Tasks, FAQs, Knowledge AI results, Playbooks, Agentic Copilot messages, and coaching prompts.

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/assist-tab.jpg?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=8b408368b23fdc1cfd273d4e79c3e7d0" alt="Assist Tab" width="413" height="462" data-path="ai-for-service/agentai/agent-experience/widget-images/assist-tab.jpg" />

**The Assist tab:**

* Suggests the best response based on conversation context.
* Displays Agentic Copilot messages with a configurable delay (up to 10 seconds) before auto sending.
* Retrieves knowledge base content based on customer intent.
* Shows historical automation runs and conversation history.
* Supports file and image attachments up to 25 MB.
* Allows on-demand summary generation (up to 2 times per conversation).

### Assist Tab Controls

| Control                     | Description                                                                           |
| --------------------------- | ------------------------------------------------------------------------------------- |
| **Running Playbook stages** | Shows total and adhered stages (for example, 1/3 means 1 of 3 stages completed).      |
| **Proceed to Close**        | Moves a running playbook from Open to Close status.                                   |
| **Send / Copy**             | Send the message as-is or copy it to customize before sending.                        |
| **Up / Down arrows**        | Jump to first or last message in the tab.                                             |
| **Resume**                  | Resumes a paused playbook when switching between playbooks.                           |
| **List View**               | Shows all entity entries captured in the conversation.                                |
| **Generate Summary**        | Generates an on-demand conversation summary.                                          |
| **Restart**                 | Restarts the Dialog Task from the beginning or with captured inputs.                  |
| **Terminate**               | Stops the running Dialog Task. Options: Terminate, Cancel, or Continue with Override. |
| **Maximize / Minimize**     | Expands or collapses the section.                                                     |
| **Playbook adherence**      | Mark a step as complete manually if automatic detection doesn't trigger.              |

### Agentic Copilot Messages

After Welcome Events execute, the widget displays: *"Agentic Copilot is actively listening to your conversation and ready to assist automatically."*

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agentic-app-in-widget.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=2ba46c408e4f814ad2ae330bed6a0f71" alt="Agentic App in Widget" width="1128" height="652" data-path="ai-for-service/agentai/agent-experience/widget-images/agentic-app-in-widget.png" />

Each Agentic message includes a **Sending** button that delays auto send for up to 10 seconds. During this window:

* Select **x** to cancel auto send.
* Select **Copy** to move the message to the chat input field.
* Select **Send** to send immediately.
* Select **Override** to discard the Agentic response and type your own.
* Use the **Stop/Resume** icon (top-right) to pause or resume auto send globally.
* Use the **Pause/Resume** icon (top-right) to pause or resume the Agentic app.

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agentic-app-messages.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=14b3d84cb13d0191a1eb5413f1f6f0e2" alt="Agentic Messages" width="351" height="537" data-path="ai-for-service/agentai/agent-experience/widget-images/agentic-app-messages.png" />

<Note>
  * Auto-send disables automatically if Agentic Copilot fails to respond.
  * For messages outside the app's scope, Agentic indicates it can't respond.
  * To regenerate a failed response, double-click the corresponding customer message.
</Note>

### Generate Summary

Agents can generate on-demand summaries at any point during a conversation, up to two times. Previous summaries with timestamps remain visible during agent transfers.

<Note>Enable the **Generate Summary** toggle in **Widget Theming > Layout Customization > Assist Action Menu Layout** to activate this feature.</Note>

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/summary-generation.jpg?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=0b4cfac698b7cac90f0f9db2f87e8ad7" alt="Summary Generation" width="368" height="422" data-path="ai-for-service/agentai/agent-experience/widget-images/summary-generation.jpg" />

### Attachment Support

Attachments are limited to one file at a time, up to 25 MB.

**If the file is detected automatically:**

1. A "waiting…" indicator appears.
2. On success, the file name appears in the input field with a **View** button.

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/automatic-detection-attachment_1.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=61b829366e243d4654edcc85d1a70774" alt="Automatic Detection" width="311" height="512" data-path="ai-for-service/agentai/agent-experience/widget-content-update/automatic-detection-attachment_1.png" />

Preview opens within the widget with **Back** and **Close** buttons.

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/attachment-preview-back-and-close-buttons_2.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=2d5873fb43ba2d59a8b4669450559bba" alt="Attachment Preview" width="289" height="431" data-path="ai-for-service/agentai/agent-experience/widget-content-update/attachment-preview-back-and-close-buttons_2.png" />

**If the file isn't detected:**

An **Override** option appears. Select it, then choose the file from your local directory. Confirm with the tick mark or reject with the close icon.

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/override-choose-file_3.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=568202375441e11dd169db98537ab603" alt="Override Choose File" width="338" height="512" data-path="ai-for-service/agentai/agent-experience/widget-content-update/override-choose-file_3.png" />

**Error messages:**

| Error                 | Display                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| File exceeds 25 MB    | <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/more-than-25mb-error_4.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=f11d66ed9fbf0abadc34d7e3033cc846" alt="25MB Error" width="512" height="249" data-path="ai-for-service/agentai/agent-experience/widget-content-update/more-than-25mb-error_4.png" /> |
| Unsupported file type | <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/unsupported-file_5.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=65ca7229568b1ffd03c0ac2e7bd5a9ad" alt="Unsupported File" width="512" height="357" data-path="ai-for-service/agentai/agent-experience/widget-content-update/unsupported-file_5.png" />                           |

### In-line Digital Forms

Collect customer information through forms embedded in the Assist tab. To use this feature, configure forms with Dialog Tasks and set the Web/Mobile SDK Form Behavior to **Open inline form**.

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/open-inline-form_6.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=139b84fce469d9734d4703f508c8b314" alt="Inline Form" width="493" height="512" data-path="ai-for-service/agentai/agent-experience/widget-content-update/open-inline-form_6.png" />

**Form features:**

* **Close icon**-Exits the form. A confirmation dialog prompts before discarding.

  <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/inline-form-confirmation-option_7.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=968a4e7feba921d0b37fe0b3d4900b71" alt="Close Confirmation" width="398" height="628" data-path="ai-for-service/agentai/agent-experience/widget-content-update/inline-form-confirmation-option_7.png" />

* **Fixed frame height**- 306 pixels with scroll support.

* **Submit option**-Sticky at the bottom of the form.

  <img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/inline-form-submit-button_8.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=12f4be55a85b3cd1cfe20645fb8ac707" alt="Submit Option" width="391" height="628" data-path="ai-for-service/agentai/agent-experience/widget-content-update/inline-form-submit-button_8.png" />

**Behavior by application type:**

| Application                    | Behavior                                                                                                                                              |
| ------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Third-party contact center** | Can't send the form to the customer. Fill it out manually.                                                                                            |
| **Smart Assist Suite**         | Can send the form to the customer. It can be sent multiple times but accessed only once. Simultaneous access by agent and customer triggers an error. |

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/inline-form-opening-error_9.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=8c3d8d77088d1bd5f8e1e387d5478586" alt="Inline Form Error" width="349" height="178" data-path="ai-for-service/agentai/agent-experience/widget-content-update/inline-form-opening-error_9.png" />

***

## Transcript Tab

Available for voice calls only. Displays a real-time text transcription of the agent-customer conversation throughout the session.

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/transcript-tab.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=544406442284b449f320999e24bee30f" alt="Transcript Tab" width="1349" height="622" data-path="ai-for-service/agentai/agent-experience/widget-images/transcript-tab.png" />

If **Auto scroll Widget Content** is enabled in Settings, the tab scrolls to the latest utterance automatically. Agents can scroll manually as needed.

***

## More Tab

Lets agents submit overall feedback on the widget. Agents can select up to five positive or negative options and optionally add comments.

<Note>If the conversation is transferred, feedback from both agents is saved in the logs.</Note>

**To submit widget feedback:**

1. Select **More** > **Feedback**.

   <img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/overall-widget-feedback-button.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=7d243a6432ff08d54747b7b01f823901" alt="Feedback Option" width="663" height="955" data-path="ai-for-service/agentai/agent-experience/widget-images/overall-widget-feedback-button.png" />

2. Select **Satisfied** (positive) or **Unsatisfied** (negative).

   <img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/positive-feedback.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=62b1e9941b2573fbee82d6de1fa7b703" alt="Positive Feedback" width="493" height="349" data-path="ai-for-service/agentai/agent-experience/widget-images/positive-feedback.png" />

3. Select feedback options from the list and add comments if needed.

   <img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/additional-comments.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=1750ec07c99e4fd0ae9d438704f75390" alt="Additional Comments" width="497" height="357" data-path="ai-for-service/agentai/agent-experience/widget-images/additional-comments.png" />

4. Select **Submit**.

***

## Settings

| Setting                 | Description                                                                        |
| ----------------------- | ---------------------------------------------------------------------------------- |
| **Proactive Mode**      | Toggles the widget's listening mode on or off. Disable if not working as expected. |
| **Auto Scroll Content** | Controls auto scroll in the Assist, My AI Agent (Bot), and Transcript tabs.        |
| **Help & Support**      | Links to documentation, FAQs, and Kore Academy courses.                            |
| **Language**            | Select a display language for the widget.                                          |

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/widget-settings-section.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=82c48ff2a0ea94c351eebab6dd267e1e" alt="Settings" width="867" height="443" data-path="ai-for-service/agentai/agent-experience/widget-content-update/widget-settings-section.png" />

<img src="https://mintcdn.com/koreai-content-gov/b-pJ6gTnwYZFMuM7/ai-for-service/agentai/agent-experience/widget-images/settings-tab-help-support.png?fit=max&auto=format&n=b-pJ6gTnwYZFMuM7&q=85&s=8ea18d262dc50e890180d5655e5167db" alt="Help and Support" width="423" height="444" data-path="ai-for-service/agentai/agent-experience/widget-images/settings-tab-help-support.png" />

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-images/settings-tab-help-support-language.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=0fe3cd2b96d081d5d015891391bec3b8" alt="Language Selection" width="873" height="391" data-path="ai-for-service/agentai/agent-experience/widget-images/settings-tab-help-support-language.png" />

### Theme Selection

Choose **Dark** or **Light** theme from the Settings tab.

<img src="https://mintcdn.com/koreai-content-gov/asU3YVusVOFbgy4W/ai-for-service/agentai/agent-experience/widget-content-update/theme-icon.png?fit=max&auto=format&n=asU3YVusVOFbgy4W&q=85&s=3ee25574a7f0605e4d813e195e092cc5" alt="Theme Icon" width="862" height="787" data-path="ai-for-service/agentai/agent-experience/widget-content-update/theme-icon.png" />

***

## V2 vs V3 Differences

### UI Changes

| Area                              | V2                                                        | V3                                                               |
| --------------------------------- | --------------------------------------------------------- | ---------------------------------------------------------------- |
| **Tabs**                          | Assist, Library, My AI Agent (Bot) + search bar at bottom | Search, My AI Agent (Bot), Assist, Settings                      |
| **Tab placement**                 | Top                                                       | Bottom                                                           |
| **Sentiment display**             | Visible only on customer utterance match                  | Always visible; includes badges, icons, and emojis per utterance |
| **Proactive option**              | Top-right corner of the widget                            | Settings tab                                                     |
| **Playbook closure**              | "Proceed to Close" label                                  | Symbol indicator                                                 |
| **Playbook list**                 | Primary playbooks only                                    | Primary and Dynamic playbooks                                    |
| **Dialog Task utterance display** | Shown at the top of the Dialog Task section               | Tooltip via information icon hover                               |

**Agent AI V2**

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agent-assist-widget-v2.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=1928d26bd227a2167454fd3931a18337" alt="V2 Widget" width="768" height="787" data-path="ai-for-service/agentai/agent-experience/widget-images/agent-assist-widget-v2.png" />

**Agent AI V3**

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agent-assist-widget-v3.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=12970e94fe4a8fc154bdaaafe93d739c" alt="V3 Widget" width="755" height="791" data-path="ai-for-service/agentai/agent-experience/widget-images/agent-assist-widget-v3.png" />

### Feature-Level Changes

| Feature                  | V2                                   | V3                                                                       |
| ------------------------ | ------------------------------------ | ------------------------------------------------------------------------ |
| **Dialog Task controls** | Terminate and Override Input buttons | List View, Restart, Terminate, and Maximize as icons                     |
| **Override Input**       | Button below the Dialog Task         | Input field directly under the running Dialog Task                       |
| **Settings tab**         | Not available                        | Proactive mode, Auto Scroll, Documentation/FAQ links, Language selection |

**Agent AI V2-Dialog Tasks**

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agentassist-v2-features-1.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=be1e4dedcc5524b39bfff058ad6c9689" alt="V2 Features 1" width="770" height="400" data-path="ai-for-service/agentai/agent-experience/widget-images/agentassist-v2-features-1.png" />

**Agent AI V3-Dialog Tasks**

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agent-assist-v3-features-tab-1.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=82186378823d3282416ec903950e628b" alt="V3 Features 1" width="738" height="369" data-path="ai-for-service/agentai/agent-experience/widget-images/agent-assist-v3-features-tab-1.png" />

**Agent AI V2-Override Input**

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agent-assist-v2-features-2.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=3edd3a3eac07fa75e7e4109c90b6fbdb" alt="V2 Features 2" width="714" height="328" data-path="ai-for-service/agentai/agent-experience/widget-images/agent-assist-v2-features-2.png" />

**Agent AI V3-Override Input**

<img src="https://mintcdn.com/koreai-content-gov/lTEIRFb39rhUrUEC/ai-for-service/agentai/agent-experience/widget-images/agentassist-v3-features-2.png?fit=max&auto=format&n=lTEIRFb39rhUrUEC&q=85&s=6061180524260d19a7b5bb32508b3bfe" alt="V3 Features 2" width="726" height="292" data-path="ai-for-service/agentai/agent-experience/widget-images/agentassist-v3-features-2.png" />