Campos del Agente de IA

Campos Principales.

En esta sección se verá todos los campos correspondientes al agente de IA, a nivel de configruacion. En esta sección no se verán los campos de services, channels y actions.

Archivo de Configuración - agent.config.json

Información global del archivo de configuración del Agente de IA

{
  "name": "Sales Clinic",
  "description": "Virtual Agent IA assistant of the Dental Clinic Smiles",
  "prompt": "You are Máximo, a professional virtual assistant for Smiles Dental Clinic. Help patients with appointments, general information, and guide them through our services. Always maintain a professional yet friendly tone.",
  "zone": "LA",
  "buffer": 15,
  "color": "blue",
  "question": "How can I help you today?",
  "timezone": "America/Lima",
  "enable": true,
  "tags": [
    "health",
    "dentistry",
    "ia",
    "plazbot"
  ],
  "showInChat": false,
  "enableWidget": true,
  "darkWidget": true,
  "nameWidget": "Dental Assistant",
  "initialShowWidget": true,
  "examples": [
    { "value": "How to schedule an appointment?", "color": "green" },
    { "value": "What are your office hours?", "color": "blue" },
    { "value": "Do you accept insurance?", "color": "orange" },
    { "value": "Emergency contact information", "color": "gray" },
    { "value": "Location and directions", "color": "white" }
  ],
  "instructions": {
    "tone": "professional",
    "style": "short answers",
    "personality": "friendly",
    "objective": "help with clarity",
    "language": "es-419",
    "emojis": false,
    "preferredFormat": "plain text",
    "maxWords": 80,
    "avoidTopics": [
      "laboratory costs",
      "external claims",
      "specific medical diagnoses"
    ],
    "respondOnlyIfKnows": true,
    "maintainToneBetweenMessages": true,
    "greeting": "Hello, I am Máximo, your virtual assistant from Smiles Dental Clinic. How can I help you today?"
  },
  "person": {
    "name": "Máximo",
    "role": "Virtual customer service assistant",
    "speaksInFirstPerson": true,
    "isHuman": false
  },
  "fallbacks": {
    "noAnswer": "Sorry, I don't have information on that topic. Let me connect you with one of our specialists.",
    "serviceError": "There was a problem processing your request. Please try again later or contact us directly.",
    "doNotUnderstand": "Could you please repeat it in another way? I want to make sure I help you correctly."
  },
  "rules": {
    "doNotMentionPrices": false,
    "doNotDiagnose": true,
    "doNotRespondOutsideHours": "Our office hours are Monday to Saturday, from 8am to 6pm. For emergencies, please call our emergency line."
  },
  "channels": [
    {
      "channel": "whatsapp",
      "key": "+51987654321",
      "multianswer": false
    },
    {
      "channel": "telegram",
      "key": "smiles_clinic_bot",
      "multianswer": true
    }
  ],
  "services": [
    {
      "intent": "schedule_appointment",
      "reference": "Service for scheduling patient appointments at the dental clinic",
      "enabled": true,
      "method": "POST",
      "tags": ["appointment", "scheduling"],
      "endpoint": "https://api.smilesclinic.com/v1/appointments/schedule",
      "requiredFields": [
        {
          "name": "patient_name",
          "description": "Full name of the patient who wants to schedule the appointment",
          "promptHint": "Could you please provide your full name?",
          "type": "string"
        },
        {
          "name": "email",
          "description": "Patient's email address for appointment confirmation",
          "promptHint": "What's your email address for the appointment confirmation?",
          "type": "email"
        },
        {
          "name": "phone",
          "description": "Patient's phone number for contact",
          "promptHint": "Could you provide your phone number?",
          "type": "phone"
        },
        {
          "name": "preferred_date",
          "description": "Preferred date and time for the appointment",
          "promptHint": "What date and time would work best for your appointment?",
          "type": "datetime"
        },
        {
          "name": "service_type",
          "description": "Type of dental service needed",
          "promptHint": "What type of dental service do you need? (cleaning, consultation, etc.)",
          "type": "string"
        }
      ],
      "headers": {
        "Authorization": "Bearer {{clinic_api_key}}",
        "Content-Type": "application/json",
        "X-Clinic-ID": "smiles_001"
      },
      "bodyTemplate": {
        "patient": {
          "name": "{{patient_name}}",
          "email": "{{email}}",
          "phone": "{{phone}}"
        },
        "appointment": {
          "datetime": "{{preferred_date|format('yyyy-MM-dd HH:mm')}}",
          "service": "{{service_type}}",
          "timezone": "America/Lima"
        }
      },
      "bodySchema": {
        "patient_name": "string",
        "email": "string",
        "preferred_date": "date",
        "service_type": "string"
      },
      "responseMapping": {
        "confirmation_id": "$.data.appointment.id",
        "scheduled_date": "$.data.appointment.datetime",
        "status": "$.status",
        "doctor_name": "$.data.appointment.doctor.name",
        "conflict_reason": "$.error.reason"
      },
      "responseMessage": "Your appointment has been successfully scheduled for {{scheduled_date}} with Dr. {{doctor_name}}",
      "responseConditions": [
        {
          "condition": "$.status == 'confirmed'",
          "message": "¡Perfect! Your appointment has been confirmed for {{scheduled_date}} with Dr. {{doctor_name}}. We'll send you a reminder 24 hours before. Confirmation ID: {{confirmation_id}}",
          "nextService": "send_appointment_reminder"
        },
        {
          "condition": "$.status == 'conflict'",
          "message": "Sorry, that time slot is not available. {{conflict_reason}}. Would you like me to suggest other available times?",
          "nextService": "suggest_alternative_times"
        },
        {
          "condition": "$.status == 'error' && $.error.code == 'invalid_email'",
          "message": "The email address provided seems invalid. Could you please verify your email address?",
          "nextService": "verify_contact_info"
        },
        {
          "condition": "$.status == 'error' && $.error.code == 'past_date'",
          "message": "I cannot schedule appointments for past dates. Could you please choose a future date?"
        },
        {
          "condition": "$.status == 'pending'",
          "message": "Your appointment request is being reviewed. We'll contact you within 24 hours to confirm availability and finalize the details."
        }
      ],
      "action": "conversar_humano"
    },
    {
      "intent": "check_insurance",
      "reference": "Service to verify patient insurance coverage and benefits",
      "enabled": true,
      "method": "GET",
      "tags": ["insurance", "verification"],
      "endpoint": "https://api.smilesclinic.com/v1/insurance/verify",
      "requiredFields": [
        {
          "name": "insurance_provider",
          "description": "Name of the insurance company",
          "promptHint": "What's your insurance provider name?",
          "type": "string"
        },
        {
          "name": "policy_number",
          "description": "Insurance policy or member ID number",
          "promptHint": "Could you provide your policy or member ID number?",
          "type": "string"
        }
      ],
      "headers": {
        "Authorization": "Bearer {{insurance_api_key}}",
        "Content-Type": "application/json"
      },
      "responseMapping": {
        "coverage_status": "$.data.coverage.status",
        "deductible": "$.data.coverage.deductible",
        "copay": "$.data.coverage.copay",
        "covered_services": "$.data.coverage.services"
      },
      "responseMessage": "Your insurance verification is complete. Coverage status: {{coverage_status}}",
      "responseConditions": [
        {
          "condition": "$.data.coverage.status == 'active'",
          "message": "Great news! Your insurance is active. Your copay is ${{copay}} and your remaining deductible is ${{deductible}}. Covered services include: {{covered_services}}."
        },
        {
          "condition": "$.data.coverage.status == 'inactive'",
          "message": "It appears your insurance policy is not currently active. Please contact your insurance provider or we can discuss our self-pay options."
        },
        {
          "condition": "$.data.coverage.status == 'not_found'",
          "message": "I couldn't find your policy in our system. Please verify your insurance information or contact us directly for assistance."
        }
      ]
    }
  ],
  "actions": [
    {
      "intent": "assign_urgent_tag",
      "reference": "Tags patients as urgent when they mention emergency dental situations",
      "tags": ["emergency", "urgent"],
      "enabled": true,
      "responseMessage": "I've marked your case as urgent and notified our emergency team.",
      "responseJson": false,
      "action": [
        {
          "type": "action.tag",
          "value": "urgent_case"
        },
        {
          "type": "action.asign",
          "value": "emergency@smilesclinic.com"
        }
      ]
    },
    {
      "intent": "schedule_follow_up",
      "reference": "Automatically schedules follow-up appointments and assigns appropriate case management",
      "tags": ["follow-up", "scheduling"],
      "enabled": true,
      "responseMessage": "Your follow-up has been scheduled and assigned to our treatment coordinator.",
      "responseJson": false,
      "action": [
        {
          "type": "action.stage",
          "value": "follow_up_scheduled"
        },
        {
          "type": "action.segmentation",
          "value": "post_treatment_care"
        }
      ]
    },
    {
      "intent": "end_consultation",
      "reference": "Ends the AI consultation when the patient no longer needs assistance",
      "tags": ["consultation", "end"],
      "enabled": true,
      "responseMessage": "Thank you for contacting Smiles Dental Clinic. Have a great day!",
      "responseJson": false,
      "action": [
        {
          "type": "action.agentShutDown",
          "value": "true"
        }
      ]
    }
  ]
}

General (`general`)

Campo	Descripción
name	Nombre del agente. Visible en el panel. `Requerido`
prompt	Instrucciones base para el comportamiento del agente. `Requerido`
buffer	Cantidad de mensajes que se mantienen como contexto. Rango: 3 a 10. `Requerido`
color	Color de presentación. Valores: `blue`, `orange`, `gray`, `green`, `white`.
question	Pregunta principal que se muestra en el portal.
description	Descripción general del agente.
zone	Zona donde opera el agente: `LA` (Latinoamérica) o `EU` (Europa). `Requerido`
timezone	Zona horaria. Ejemplo: `America/Lima`. TimeZone Formats
tags	Etiquetas internas para clasificar agentes.
examples	Preguntas sugeridas. Hasta 5.
showInChat	Si el agente se muestra en el widget/chat. (boolean)

Instrucciones (`instructions`)

Las instrucciones se las puede colocar en español o en ingles, no hay ningun problema, la IA respetará el idioma que se le configura.

Campo	Tipo	Descripción
tone	string	Tono de comunicación: `professional`, `friendly`, etc.
style	string	Estilo de respuestas: `short answers`, `detailed`.
personality	string	Personalidad del agente.
objective	string	Objetivo principal del agente.
language	string	Idioma en que debe responder. Ver tabla de idiomas.
emojis	boolean	Si puede usar emojis.
preferredFormat	string	`plain text` o `markdown`.
maxWords	number	Máximo de palabras por respuesta.
avoidTopics	array	Lista de temas prohibidos.
respondOnlyIfKnows	boolean	Si debe evitar responder sin información confiable.
maintainToneBetweenMessages	boolean	Mantiene el mismo tono entre mensajes.
greeting	string	Mensaje de bienvenida.

Opciones Objetive “help with clarity” Enfocado en brindar respuestas claras “sell more” Promociona productos o servicios “support users” Ayuda a resolver problemas “guide actions” Brinda pasos concretos o instrucciones

Opciones Personalidad “friendly” Agradable y empático “serious” Reservado y directo “funny” Con toques de humor sutil “robotic” Más neutral, tipo IA técnica

Opciones preferredFormat “plain text” Texto simple “markdown” Permite negritas, listas, enlaces “html” Usado si se integrará en un entorno web

Opciones Style “short answers” Respuestas breves y directas “detailed” Respuestas explicativas, útiles para asistencia técnica “bullet points” Instrucciones u opciones en lista (ideal para pasos o listas) “conversational” Estilo fluido y natural, más humano

Opciones Tono “professional” Tono formal, educado, propio para empresas “friendly” Tono amigable, cercano, ideal para atención al cliente “casual” Informal, con lenguaje relajado y natural “neutral” Objetivo, sin inclinación emocional

Persona del Agente (`person`)

Campo	Tipo	Descripción
name	string	Nombre que usará el agente.
role	string	Rol representado.
speaksInFirstPerson	boolean	Habla en primera persona.
isHuman	boolean	Simula ser una persona real.

Fallbacks

Campo	Tipo	Descripción
noAnswer	string	Mensaje si no tiene respuesta.
serviceError	string	Mensaje de error de servicio.
doNotUnderstand	string	Mensaje si no entiende la consulta.

Reglas

Campo	Tipo	Descripción
doNotMentionPrices	boolean	No hablar de precios.
doNotDiagnose	boolean	No hacer diagnósticos médicos.
doNotRespondOutsideHours	string	Mensaje fuera del horario definido. Trabaja junto con el campo de Timezone

Listados

Códigos de Idioma

Valor	Descripción
es	Español general
es-419	Español latinoamericano neutral
es-ES	Español de España
en	Inglés general
en-US	Inglés estadounidense
en-GB	Inglés británico
fr	Francés general
fr-FR	Francés de Francia
pt-BR	Portugués brasileño
de	Alemán

Códigos de Timezone

Valor	Descripción
America/Los_Angeles	Los Ángeles (UTC-08:00)
America/Mexico_City	Ciudad de México (UTC-06:00)
America/New_York	Nueva York (UTC-05:00)
America/Bogota	Bogotá (UTC-05:00)
America/Lima	Lima (UTC-05:00)
America/Sao_Paulo	São Paulo (UTC-03:00)
Europe/London	Londres (UTC+00:00)
Europe/Madrid	Madrid (UTC+01:00)
Europe/Paris	París (UTC+01:00)
Europe/Berlin	Berlín (UTC+01:00)
Europe/Moscow	Moscú (UTC+03:00)
Asia/Dubai	Dubái (UTC+04:00)
Asia/Kolkata	Nueva Delhi (UTC+05:30)
Asia/Shanghai	Pekín (UTC+08:00)
Asia/Tokio	Tokio (UTC+09:00)

Introducción

Primeros Pasos

Agente de IA

Contactos

Legal

Campos del Agente de IA

Campos Principales.

General (`general`)

Instrucciones (`instructions`)

Persona del Agente (`person`)

Fallbacks

Reglas

Listados

Introducción

Primeros Pasos

Agente de IA

Contactos

Legal

​Campos Principales.

​General (general)

​Instrucciones (instructions)

​Persona del Agente (person)

​Fallbacks

​Reglas

​Listados

Campos Principales.

General (`general`)

Instrucciones (`instructions`)

Persona del Agente (`person`)

Fallbacks

Reglas

Listados