The EZLynx Virtual Agent (EVA) is a consumer-facing chatbot that helps agencies quickly respond to common service requests like Auto ID cards and callback requests. EVA also has the ability to assist your insureds with requests for their Coverage, Vehicle, or Driver information. EVA will generate responses to your insureds based on if you have our Client Center product or not. 


To learn more about how EVA responds, check out our How does EZLynx Virtual Agent (Eva) work article.


TABLE OF CONTENTS


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Accessing Virtual Agent Settings


Please note, you must be an Agency Admin to see the Virtual Agent Settings page.


1. Hover over the Communication Center icon. This will open the Communication Center menu.

2. Choose Settings under Virtual Agent. This will open the Virtual Agent Settings page. 


On the Virtual Agent Settings page, you can see the phone number EVA has been assigned.


Enable EZLynx Virtual Agent (EVA)


When enabled, EZLynx Virtual Agent (EVA) will monitor your assigned number for text messages from your customers and will respond to them accordingly. To learn more about how EVA responds, check out our How does EZLynx Virtual Agent (EVA) work article.


1. To enable the Virtual Agent, check the box next to the "Enable Virtual Agent" option. This will display the "Enable Business Hours" option.

  • We highly recommend enabling the Business Hours option. This option will make it so EVA will only step in when you have logged off for the day. This helps reduce mixed messages to your insureds. Check out the next section of this article to learn how to enable the Business Hours option.

2. If you do not want to enable the Business Hours option for the Virtual Agent, select Save. This will enable the Virtual Agent and she will begin assisting your insureds with their text message requests. 


Enable Business Hours


Due to occasional challenges with intent recognition, EVA sometimes interrupts conversations already being handled by agents. By enabling Business Hours, you can avoid mixed messages by making sure that EVA only steps in after you've logged off. 


1. If not already enabled, check the box next to the new “Enable Business Hours” option. This will display the default business hours options. 


Default Business Hours: 

  • Monday–Friday: 9:00 AM to 5:00 PM 
  • Saturday–Sunday: Off by default 


2. From here, you can select/deselect days of the week and adjust open/close times for each day.  

  • Each selected day must include a start and end time. 
  • Close time must be after opening time. 
  • Changes cannot be saved if any required fields are incomplete.
  • The Reset button is available to quickly restore the original default business hours as well as the time zone.


Please note: All times are in your local time zone which is based off your User Settings preferences. To learn about how to set your local time zone, check out our the Preferences section of our EZLynx Basics - User Settings article.


3. Once you have the business hours set how you would like, select the Save button. This will enable the Business Hours.


Disable EZLynx Virtual Agent (EVA)


1. To disable the Virtual Agent, uncheck the box next to the "Enable Virtual Agent" option.

2. Select the Save button. This will disable the Virtual Agent.


When disabled, EVA immediately no longer assist your customers with EVA-enabled actions such as downloading ID cards. 

We hope this setup article was helpful in learning how to setup the EZLynx Virtual Agent for your agency. Please let us know if this article was helpful by answering the question below. Check out our related articles on the right-side of the page to learn more about EZLynx!