How Do I Configure VA 2.0 Profiles?

VA 2.0 is configured by setting up VA Profiles and managing permission roles. 

How to Locate VA 2.0 Profiles:

1. Go to Setup → Virtual Agent → Profiles.

2. Setup the General Section:

   1. Enable Chat: Refer to How Can I Set Up Chat in ACE? for details.

   2. Enable Rainmaker Responses in Chat: Rainmaker responds when an Agent or Supervisor is not available. See What is Rainmaker Chatbot? for more information.

   3. Support Bundle Selector: Allows consumers with multiple bundles of accounts in ACE to choose the bundle they want to view, pay, or update in VA 2.0. See VA 2.0 Bundle Selector for more details.

   4. Login Link Expiration (days): Set an expiration date for the “${debt.vurtualAgentLoginUrl}” auto-login link. Refer to Auto-Login Link to VA 2.0 Pages for additional details.

   5. Apple Domain ID: This value is provided during the Apple Pay Domain verification procedure (via Nuvei only).  

Chat and Rainmaker Behavior

• Enable Chat: False: The consumer will see the VA 2.0 "Contact Us" page.

• Enable Chat and Enable Rainmaker are both True: The consumer will see a "Contact Us" page with an option to "Chat with our AI Assistant."

• Enable Chat: True, Primary Agent Logged In: The consumer will be directed to the "Chat" page.

Virtual Agent Preference Profiles

You can configure one or multiple Virtual Agent Preference Profiles.

Sections in Virtual Agent Preference Profiles

1. Go to Setup → Virtual Agent → Profiles, New.

Clients Section

1. Clients: Select one or more clients.

2. Identifier: Typically the same name as the Clients field.

3. Active: Check to enable this VA.

4. Require Extra Auth: When enabled, consumers will be required to enter their social security number or date of birth. Use a logic block to specify which accounts will require this extra step.

General Section

1. Document File Mask:  Allows consumers to view files matching the entered mask within their account.  See Managing Documents in VA 2.0 for more details.

2. Bundle Group Filter: Limits which accounts are displayed in the VA Portal by choosing predefined Bundle Group configurations from a drop-down menu. See VA 2.0 Bundle Group Filter for more information.

3. Custom Hostname: Create a Vanity URL. Contact sales@interprose.com to enable this option.

Contact Information Section

Set the following:

1. Company Name

2. Address

3. Phone

4. Email

5. Logo: Upload your company Logo

6. Favicon: Upload option for the Favicon

7. Custom Color Scheme: Download the CSS template, update, and upload.

8. Custom Text: See Custom Text in VA 2.0 for configuration details.

Payment Plans Section

Configure the following:

1. Maximum number of payments     

2. Maximum number of days before first payment     

3. Minimum payment amount

4. Allow cards to be used past their expiration date    

5. Allow users to modify their own payment plans    

6. Allow users to stop their own payment plans

Payment Options Section

• Card Payment Destination

• Card (no cost) Payment Destination

• ACH Payment Destination

Note

Google Pay, Apple Pay, and PayPal are only available when using the Nuvei payment processor. Enabling these settings is done in Setup → Transactions → Payment Destination for Nuvei.

Managing Communication Vendors

1. Text Vendor: Choose a pre-existing text message vendor from the dropdown menu. 

2. Email Authentication Template: Select the email profile from the dropdown menu to send a verification link to consumers. The default template, VA_CREATE_PASSWORD under Setup → Email → Profiles, incorporates the ${link} variable, serving as the verification link for consumers.

Customizing Settlement Options 

In the "Settlement Options" section, enable or disable settlements.

Setting up Settlement Profiles

1. Create the logic block defining eligible accounts.

2. In the Settlement Profile section, select New.

3. Enter the Identifier and select the Logic Block.

4. Input the Settlement Percentage and number of payments.

5. Click Save.

Permission Roles 

Ensure the following permission roles are added to the "Manage - Virtual Agent" role:

1. VIRTUAL_AGENT_PREF_VIEW: Allows viewing preferences.

2. VIRTUAL_AGENT_PREF_SAVE: Permits saving preferences.

3. VIRTUAL_AGENT_PREF_NEW: Enables creating new preferences.

4. VIRTUAL_AGENT_PREF_DELETE: Allows deletion of preferences.

Additionally:

• Agents and Admins: Add VIRTUAL_AGENT_LOGIN_FROM_SIDEBAR permission for troubleshooting consumer accounts.

• Chat Users: Add CHAT_REPLY role for agents using chat functionality.