Getting Started with Wavity – Agentic AI Help Docs

Setting Up SLA in Wavity

In Wavity platform, SLA (Service Level Agreement) specifies the maximum time within which a ticket must be responded to or resolved by an agent, based on its priority or severity level. With the help of SLA, you can send notifications, create records, or update existing records.
To configure the SLA, follow the steps outlined below:
Only Admin users will have access to create an SLA.
Click on Profile Icon.

Select the Design Tools from the options.

After selecting Design Tools, you will be redirected to Platform Settings – Design Tools.
In the Apps tab, select the appropriate app for which you want to enable the SLA feature.
Click on the three dots.

Select the Open app designer from the options.
After making the selection, you will be navigated to the Open App Designer.
Click on the Setting Icon.

Click on the Advanced settings.

Select the Data tab, scroll down, and click on the Enable SLA option for configuring SLA and click on Done.

Click on Save for applying changes.

Now, you need to create a wbot for the SLA.
Go back to Platform Settings – Design Tools, select the app where you enabled the SLA feature, click on the three dots, and choose wbots from the options.

Click on Create button.

Enter caption and description as you required.
Now select the SLA from Start Wbots when.

After selecting the SLA, select the appropriate actions as you required it.

After Selecting the action(s), click on save button.

The wbot will now be in an active state.
Now go back, click on the Profile Icon.
Select the General from options.

After selecting General from the options, you will be directed to the Platform Settings – General page.
Navigate to the Ticketing tab and select SLA.

Click on Create button.

Enter the caption and description as you required it.
Select the SLA Base Time either Ticket Create Time or Ticket Assign Time based on when you want the bot to be triggered.

Select the Threshold, Threshold refers to the specific time limit or condition that defines when an SLA is considered at risk or violated. It helps monitor performance and trigger alerts or actions before the SLA is breached.
If a ticket must be resolved in 4 hours, a threshold might be set at 3.5 hours to send a warning before the SLA is breached.

Now select the Level, Level refers to the classification or tier that defines the urgency and priority of support based on the type of issue or customer.
We can select the Levels up to nine.

In Action To Perform, select the Workflow that you created for the SLA bots.

You can select the Reminder option if you want to send a reminder before the bot is triggered.
Select the Threshold in minutes for sending the reminder this must be less than the main SLA threshold and then choose the Action To Perform.

You can select the status as inactive if you want to disable it.
You can also enable the Work Calendar if needed. After enabling it, select the appropriate options as per your Calendar groups.

The SLA can be initiated based on specific conditions if you apply a filter.

You can also Hold or Close the SLA based on filters by clicking Add Filter, similar to how you set the SLA Start Criteria.
After applying the filters, click on the Apply button.

Now, click the Save button after entering all the required details.

Now your SLA has been in active state.

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Setting Up Access Groups in Wavity Platform

How to Add and Manage Organizations

Setting Up Signatures for Support Communications

In Wavity platform, the Signature feature allows users (especially support agents or admin) to automatically add a preset signature to their ticket and email replies.
Once you set up a signature, it automatically appears at the bottom of the ticket responses.
Setting up Signature is a simple process.
Only Admin have the access to set up the signature.
In the Profile section of your account, enter the user's name to set up the signature.
Click on Profile Icon.

Select the Account from options.

After clicking, you will be directed to the Account page. From there, select the Profile section.
Scroll down to find the Signature.
Enter your name in the content box and click the Save button to apply the changes.

Now as Admin to set signatures. Click on the Profile Icon.

From the options, select the General.

After selecting General from the options, you will be directed to the Platform Settings – General page.
Navigate to the Preferences tab and select Signature.

To set up a signature click on Create.

Enter the caption and description as you needed.

After Entering the details select the Application and User.

In User, select the option to determine which username should appear in ticket responses.

To add a user signature, click on the question mark symbol.

After clicking on the symbol, a box appears where you can view all the links.
You can add the user's first, middle, and last name, along with their email and phone number.

Copy the link as you required.

You can paste the link into the box, and there is also a text options available that you can select according to your requirements.

After entering the details, click the Save button to apply the changes.

The signature has been successfully created and is now ready for use in all ticket responses.

After this, you need to enable the Add Signature option in Wbots for the application you set up the signature for. This ensures that when a ticket's status is updated or closed, the agent's name (as set in the signature) will appear at the bottom of the notification email.

How to Add External Users as Customers

Creating and Managing Shifts for Ticket Assignment

Configuring Ticketing Preferences for Inactive Agents

How to Sync Azure AD Users and Groups with Wavity via SCIM

Wavity supports integration with Microsoft Azure Active Directory (Azure AD) to enable seamless synchronization of user and group attributes through SCIM (System for Cross-domain Identity Management). Follow the steps below to configure the synchronization process.
Only an Admin user in your organization can set up and configure Azure AD SCIM integration in Wavity.
You’ll need access to both the Wavity platform and the Azure portal using administrator credentials.
Login with admin credentials and navigate to integrations page as shown in below image.

Before setting up SCIM synchronization, Single Sign-On (SSO) must be enabled using Microsoft Azure. Click on the following link for detailed guide on enabling SSO with Azure in Wavity: Enable SSO Using Azure | Wavity

Generate a Token in Wavity: Navigate to Tokens page, and click on ‘Create’ button.

Fill in the token details:
1. Title and Description
2. User (preferably the Admin user)
3. Expiration Period
Click ‘Create’ as shown in below image.

Copy the generated token – you’ll need it during the Azure configuration.

Configure SCIM Provisioning in Azure AD

Log in to the Azure Portal with admin credentials. Navigate to Azure Active Directory → Enterprise Applications.

Search for and select your SSO-enabled Wavity application.

Click on ‘Provision User Accounts’.

On the Get Started page, click ‘Connect your application’.

Provide SCIM Endpoint and Token: Enter your wavity tenant URL with the following format: https://<yourtenentURL>/scim/v2
Paste the token which you had generated earlier in Wavity platform.
Click on ‘Test Connection’

A confirmation popup should appear indicating that the provisioning test connection was successful.
Now, click on ‘Create’

To Map User Attributes: Go to the Attribute Mapping (Preview) section on the ‘Provision on demand’ page.

Click ‘Provision Microsoft Entra ID Users’.

Review and map the necessary user attributes to sync with Wavity.
Click ‘Show advanced options’ to map any custom attributes.
Click ‘Save’ when done.

To Finalize SCIM Setup in Wavity: In Wavity, go to the SCIM settings page. Select the corresponding Wavity application for syncing user attributes. Click on ‘Save’ button once done.

To Assign Users & Groups in Azure: In Azure, navigate to the Users and Groups section of the Wavity application.

Click ‘Add user/group’ → then ‘None selected’.

Select all the users and groups for which data attributes will be synced with Wavity platform.
Once done, click on ‘Select’ button and then on ‘Assign’ button.

To Perform On-Demand Provisioning: Navigate to the ‘Provision on demand’ page in Azure. Add a user in the ‘Select user’ dropdown.
Click on ‘Provision’ to add recently selected users and group members to do on-demand provision. This will instantly sync users/groups into the Wavity platform.

Review the displayed user attributes as shown in below image.

To Activate Automatic Provisioning: Return to the Provisioning settings in Azure. Set Provisioning Status to On. Add an email address for failure notifications. Click ‘Save’.

To Monitor Provisioning Status: Go to the Overview page of the Azure Wavity application. Click ‘View provisioning logs’ to verify synchronization activities and confirm successful user provisioning.