Setup the Case Record Chat Module

Introduction

After installing the Case Record Chat module, you need to incorporate it with Case Management Studio. This page walks you through the recommended incorporation steps.

Incorporate Record Chat

To incorporate Record Chat with Case Management Studio, you need to add it to the Case Summary by performing the following steps:

1. Log in to the target environment and navigate to Appian Designer.
2. Go to the CMGT Case Management Studio Base application, and search for and open the CMGT_Case_RecordView_Summary interface.
3. In the Expression Editor, find the columnLayout with the CMGT_Case_CaseDetailsSummary expression rule.
4. Above CMGT_Case_CaseDetailsSummary, add the CMGT_SS_AI_AppianSmartSuggestionsWrapper_Display interface.

5. In the contents parameter of CMGT_SS_AI_AppianSmartSuggestionsWrapper_Display call the CMGT_RC_AI_RecordChatCases_Display interface and pass in the the case parameter.

   

Optional setup steps

The setup steps in this section are optional, allowing you to adjust the prompt for Case Record Chat prompt to return responses that adhere to your content requirements and apply any custom fields you added to the Case Management Studio base records to your Case Record Chat component.

Add additional instructions to the chat prompt

The Records Chat component has an additional instructions parameter that receives optional instructions that ask the AI model to return output specific to your business's preferred format, logic, or other requirements.

We’ve included these additional instructions in the CMGT_RC_AI_PromptForAdditionalInstructions expression rule. This optional setup step allows you to modify the expression rule to best meet your specific use case and requirements.

Add more fields to Record Chat

If you add new fields via customization to the Case Management Studio base records, including case, tasks, or comments, you can add them in CMGT_RC_AI_chooseRecordChatParameters expression rule.

To add new fields for chat, simply follow the pattern that is already available in the CMGT_RC_AI_chooseRecordChatParameters expression rule.

Next step

Now that you have set up the Case Record Chat module, you can engage with an AI chatbot to gain additional insights on a case.

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