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Overview

Portal Agent, the first feature of Resolver's new Intake Agent solution, is a generative AI agent that allows Portal users to submit incidents via a chat experience. The Agent will prompt Submitters to provide critical information needed for the investigation, make inferences from the information provided, and process the submission. 

Anonymous Submissions

When entering their contact details on a Portal form, Submitters can decide if they want to remain anonymous, and Resolver will generate an alias for them. Submitters do not require direct system access and can still reply and continue the conversation using a unique email object ID, hiding their identity.

User Data

All Submitter user data is encrypted. There is no way for anyone to access this information without Resolver’s help.

We would only release this to an Administrator if required by law (court order or warrant) or for emergency purposes if the Submitter is in imminent danger (with approvals from our Legal department).

Using Portal Agent

1. Using the Portal login URL, access the Portal with Portal Agent enabled.
2. Read the Privacy Policy and click the Acknowledge button. 

Acknowledge Button

3. (Optional): If the Remain Anonymous pop-up appears, under Do you wish to remain anonymous?, click the Yes button to submit the conversation anonymously or the No button to submit it without anonymity. 

   

   Remain Anonymous Pop-up

   • If you chose Yes, the Do you consent to confidential email communication? option will appear. Click the Yes button and enter your email address to receive confidential email communication regarding the submission. Click the No button to not receive any email communication.

     

     Email Address Field

   • If you chose No, enter your name and email address to receive email communication regarding the submission.

     

     Name and Email Address Fields

4. Click the Continue button to continue to the Agent conversation.

Continue Button

5. In the Submission details textbox, type a response to the first prompt. This can be a couple of words or a couple of paragraphs, but follow the guidance of the prompts for best results. Click the Send Message icon to start the conversation with the Agent.

Send Message Icon

6. (Optional): If an attachment field was added to the form during configuration, you can add an image or attachment to the submission by clicking the More Actions icon.

   

   More Actions Icon

   • Click Add Images to add an image to the chat, or Add Documents to add a document to the chat. The following file upload limitations are enforced:

     • Total file count can not exceed 100
     • File size must be less than 100 MB
     • File name can’t contain the word "compressed"

     • File type can’t be: ade, .adp, .app, .asp, .as, .bas, .bat, .cer, .chm, .cmd, .com, .cpl, .crt, .csh, .der, .exe, .fxp, .gadget, .hlp, .hta, .inf, .ins, .isp, .its, .jar, .js, .jse, .ksh, .lnk, .mad, .maf, .mag, .mam, .maq, .mar, .mas, .mat, .mau, .mav, .maw, .mda, .mdb, .mde, .mdt, .mdw, .mdz, .msc, .msh, .msh1, .msh1xml, .msh2, .msh2xml, .mshxml, .msi, .msp, .mst, .ops, .pcd, .pif, .plg, .prf, .prg, .ps1, .ps1xml, .ps2, .ps2xml, .psc1, .psc2, .pst, .reg, .scf, .scr, .sct, .shb, .shs, .tmp, .url, .vb, .vbe, .vbs, .vsmacros, .ws, .wsc, .wsf, .wsh, .xnk

       

     Add Images or Add Documents Options

7. The conversation with the Agent will end when one of the following takes place:

   • The Agent ends the submission after receiving responses to all its prompts

   • The Submitter ends the conversation manually by clicking the Submit Report icon

     

     Submit Report Icon

   • The Portal Agent interaction is terminated due to 15 minutes of user inactivity or session interruption.

   Once ended, the Submitter will be prevented from adding any additional information to the submission. Objects will then be created in Resolver based on the submission details and configured form.

Note: The Portal Agent session times out after 15 minutes and this cannot be changed. If your Org’s session timeout is less than 15 minutes, the Agent will submit an Incomplete submission when the session expires. If your Org’s session timeout is greater than 15 minutes, the Agent will display a timeout warning window, submit an Incomplete submission, and allow the user to reset their session.