vania-janet/multiturn-rag-retrieval-data huggingface dataset:
Install app in Zendesk 

IBM provides an application to install in your Zendesk Service subdomain. When a customer asks to speak to someone, your assistant shares a chat summary for the transferred conversation with the Zendesk agent via this private app.



1. Click Private app Install.
2. Click the arrow next to Download the Watson Assistant Zendesk app. The app appears in the location of your downloads.

On Safari, application files are extracted from the ZIP file into a folder. To keep the file archived as a .zip file so you can upload it later, edit the Safari preferences. Clear the Open safe files after downloading checkbox.
3. In your Zendesk install, click the Products icon and go to the Admin Center.
4. Click Apps and integrations.
5. Select Zendesk Support apps.
6. Click Upload private app.
7. Click Choose File, select the app you downloaded from your Watson Assistant install, and click Upload.
8. Click Install, if you agree to the Marketplace Terms of Use that display in the Creating a new App window.
9. Enter a name for your app in the Title field, and click Install.



The app is now listed at My Apps under Private apps, and can be enabled, disabled, or deleted. For more information, see [Uploading and installing a private app in Zendesk](https://developer.zendesk.com/documentation/apps/getting-started/uploading-and-installing-a-private-app/).

When you test the service desk integration, ensure that there is at least one agent with Online status. Agent status is set to Invisible unless it is explicitly changed.





 Turn on Agent Workspace 

Zendesk Agent Workspace brings Zendesk Chat and Zendesk Support together, so all your customer interactions are in one place, and communication is seamless, personal, and efficient. That means more productive agents and happy customers.

In Zendesk:



1. Click the Products icon and go to the Admin Center.
2. Click Workspaces.
3.
[Connecting to a live agent](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-human-agent) 
 Embedded video Includes a video to display a how-to demonstration, promotional clip, or other video content. In the web chat, a video response renders as an embedded video player. [Adding a Video response](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-respondrespond-add-video) 
 Customer responses referenced in URLs In your assistant's output, you can reference variables to personalize a URL link, including information specific to the customer such as account number or email address [Adding and referencing variables](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-respondrespond-variables) 
 Customized agent handoff information If your assistant is integrated with one of the supported service desk systems, you can build in logic that transfers the conversation to a live agent when necessary. You can customize messages the assistant displays as part of the transfer [Connecting to a live agent](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-human-agent) 





 Creating actions from templates 

To create actions from templates:



1. Open the Actions page.
2. If you have no actions, choose Create a new action. If you already have some actions, choose New action.
3. On Create an action, choose Quick start with templates.

Zoom

![Create an action](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/actions-templates-create.png)

Create an action
4. On Quick start with templates, click a template to read details about what it does. Or, you can click the checkbox to select the template right away.
[checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) 
 Use SpEL expressions ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) 
 Disambiguation ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) 
 Digression support ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) 
 Spelling correction ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) 
 Webhook (before or after every message) support ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) ![checkmark icon](https://cloud.ibm.com/docs-content/v1/content/icons/checkmark-icon.svg) 
 Webhook (from a node) support !
[Variable values](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/variable-values-preview.png)

Variable values

To learn more about variables, see [Managing information during the conversation](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-manage-info).





 Extension inspector in Preview 

If you are using a custom extension in your action, you can use the Extension inspector in Preview to debug. For more information, see [Debugging custom extensions](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-call-extensionextension-debug)

Zoom

![Extension inspector](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/extension-inspector-preview.png)

Extension inspector
Create and add extension 



1. In your assistant, on the Integrations page, click Build custom extension and use the OpenAPI specification file to build a custom extension. For general instructions on building any custom extension, see [Building the custom extension](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-build-custom-extensionbuilding-the-custom-extension).
2. After you build the Coveo extension and it appears on your Integrations page, click Add to add it to your assistant. Use your Coveo API key to authenticate. For general instructions on adding any custom extension, see [Adding an extension to your assistant](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-add-custom-extension).







 Add the Coveo search starter kit action template 



1. Open the Actions page.
2. If you have no actions, choose Create a new action. If you already have some actions, choose New action.
3. On Create an action, choose Quick start with templates.

Quick start with templates is available in English-language assistants only.
4. On Quick start with templates, add the Coveo search starter kit.







 Edit system actions 



1. Click Set by assistant and open the No action matches action.
2. Delete the two default steps.
3. Add a step. Set And then to Go to a subaction and choose the Coveo search action.
4. If you aren't connecting your customers to a live agent, you might want to edit the Fallback action in the same way as No action matches.







 Using your Coveo search extension 

Issue a query to your assistant. If no action that matches that query, then it uses Coveo to produce search results.
[Yes](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/checkmark-icon.svg) ![Yes](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/checkmark-icon.svg) ![Yes](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/checkmark-icon.svg) ![Yes](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/checkmark-icon.svg) 
 text_to_speech ![Yes](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/checkmark-icon.svg) 
 user_defined ![Yes](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/checkmark-icon.svg) ![Yes](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/checkmark-icon.svg) !
Verify that the correct access is being granted and click to approve. You are then redirected back to the extension setup page by using the redirect URL.



5. In the Client authentication field, specify whether the authentication credentials are sent in an HTTP header or as part of the request body. (Credentials that are sent in the request body use the x-www-form-urlencoded content type.) Select the option that is expected by the external service.
6. In the Header prefix field, specify the prefix that precedes the access token in the Authorization header. (The default prefix is Bearer, which is typical for most applications.)



If the external service supports the Refresh Token grant type, Watson Assistant automatically obtains a new access token when the old one expires. If the OpenAPI document defines the refreshUrl attribute, the specified URL is used; otherwise, the tokenUrl URL is used.







 Configuring the extension for the live environment 

To configure the extension for the live environment, follow these steps:



1. On the ![Integrations icon](https://cloud.ibm.com/docs-content/v1/content/ca9232b3702768f24bb897f48f10778fcda28718/watson-assistant/images/integrations.svg)Integrations page, scroll to the Extensions section and find the tile for the custom extension you want to add.
2. Click Open. The Open custom extension window opens.
3. In the Environment field, select Live. Click Confirm.
4. Repeat the configuration process, specifying the values that you want to use for the live environment.

If you are using multiple environments, follow the same steps to configure the extension for each environment. For more information, see [Adding and using multiple environments](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-multiple-environments).



The extension is now available in the environments that you configured, and it can be called from the assistant.
[Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) 
 Extensions: View ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) 
 External Service: Manage ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) !
* URL: https://us-south.functions.appdomain.cloud/api/v1/web/e97d2516-5ce4-4fd9-9d05-acc3dd8ennn/southernize/add_southern_charm
* Secret: none
* Header name: Content-Type
* Header value: application/json



The postmessage webhook calls an IBM Cloud Functions web action name add_southern_charm.

The node.js code in the add_southern_charm web action looks as follows:

function main(params) {
console.log(JSON.stringify(params))
if (params.payload.output.generic[0].text !== '') {
//Get the length of the input text
var length = params.payload.output.generic[0].text.length;
//create a substring that removes the last character from the input string, which is typically punctuation.
var revision = params.payload.output.generic[0].text.substring(0,length-1);
const response = {
body : {
payload : {
output : {
generic : [
{
//Replace the input text with your shortened revision and append y'all to it.
"response_type": "text",
"text": revision + ', ' + 'y'all.'
}
],
},
},
},
};
return response;
}
else {
return {
body : params
}
}
}
Show more





 Example 2 

This example shows you how to translate a message response back to the customer's native language. It only works if you perform the steps in [Example 2](https://cloud.ibm.com/docs/watson-assistant?topic=watson-assistant-webhook-prewebhook-pre-example-translate) to define a premessage webhook that translates the original message into English.
SC-8 - Transmission Confidentiality and Integrity 



 Control requirements 

SC-8 - 0
: The information system protects the [IBM Assignment: confidentiality, integrity, AND availability] of transmitted information.





 Implementation guidance 

See the resources that follow to learn more about how to implement this control.



* [Connecting application provider to the management VPC](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-vpc-architecture-connectivity-management)
* [Consumer connectivity to workload VPC](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-vpc-architecture-connectivity-workload)
* [Creating and connecting the management and workload VPCs](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-vpc-architecture-connectivity-create-vpcs)
* [Data encryption in transit](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-shared-encryption-in-transit)
* [Working with Red Hat OpenShift on IBM Cloud](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-shared-containers-openshift)







 IBM Cloud for Financial Services profile 

The rules related to this control that follow are part of the IBM Cloud for Financial Services v1.2.0 profile in [IBM Cloud® Security and Compliance Center](https://cloud.ibm.com/docs/security-compliance?topic=security-compliance-getting-started).



* Check whether App ID email dispatchers are using HTTPS only
* Check whether Cloud Object Storage is accessible only through HTTPS
* Check whether Application Load Balancer for VPC is configured to convert HTTP client requests to HTTPS
* Check whether App ID webhooks are using HTTPS only
* Check whether App ID redirect URIs are using HTTPS only
* Check whether Cloud Internet Services (CIS) has TLS mode set to End-to-End CA signed
DEFINE CHANNEL('EXAMPLE.APP.SVRCONN') CHLTYPE(SVRCONN) SSLCAUTH(OPTIONAL) SSLCIPH(ANY_TLS12_OR_HIGHER) SSLCAUTH(OPTIONAL) SSLCIPH(ANY_TLS12_OR_HIGHER)
...
ALTER CHL('EXAMPLE.ADMIN.SVRCONN') CHLTYPE(SVRCONN) SSLCIPH(ANY_TLS12_OR_HIGHER) SSLCAUTH(REQUIRED)

Incoming connections to the two pre-defined channels are blocked by default - to enable access follow the steps described for Users or Applications.

Incoming connection requests for channels other than the two names defined above are blocked by a default "ADDRESSMAP" rule. This means that if you define your own MQ channel (for example to accept incoming connections from another queue manager) then connection to that new channel will be blocked by default and you will need to define a rule to permit the specific connection to that new channel.

For details on configuring MQ fine grained authorization please see the following [topic](https://www.ibm.com/support/knowledgecenter/SSFKSJ_9.0.0/com.ibm.mq.sec.doc/q013480_.htm) in the IBM Knowledge Center.





 Recommendations 

It is strongly recommended to use TLS channels for administration and application connectivity in order to protect credentials and business data, as it flows between the application and the queue manager. For details on configuring TLS for channels please see the following [topic](https://cloud.ibm.com/docs/services/mqcloud?topic=mqcloud-mqoc_configure_chl_ssl).

The Advanced Message Security (AMS) feature, which provides a higher level of protection for sensitive data is available for use at the application or queue manager. It is strongly recommended that sensitive data should be encrypted by the application using AMS, to ensure that it is fully protected as it flows between the application and the queue manager and through the system.
Ensure consumer data can be encrypted at rest and in transit](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-best-practices-softwarebest-practices-encryption)
* [6. Enable software to be run in a highly available manner](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-best-practices-softwarebest-practices-high-availability)
* [Next steps](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-best-practices-softwarebest-practices-next-steps)







 Release notes 

[Release notes](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-release-notesrelease-notes)



* [30 April 2023](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-release-notes30-april-2023)
* [24 April 2023](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-release-notes24-april-2023)
* [31 March 2023](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-release-notes31-march-2023)
* [03 March 2023](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-release-notes03-march-2023)
* [23 January 2023](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-release-notes23-january-2023)
* [30 September 2022](https://cloud.ibm.com/docs/framework-financial-services?topic=framework-financial-services-release-notes30-september-2022)
[Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) 
 SSL: Test Connection ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) ![Available](https://cloud.ibm.com/docs-content/v1/content/11f96f96f8f4b60cf6f3fa4d904856a2c4528bc2/icons/checkmark-icon.svg) !
wss://api.us-south.text-to-speech.watson.cloud.ibm.com/instances/6bbda3b3-d572-45e1-8c54-22d6ed9e52c2



For more information about the URLs, see the [API & SDK reference](https://cloud.ibm.com/apidocs/text-to-speech/text-to-speechservice-endpoint).

These URLs do not constitute a breaking change. The new URLs work for both your existing service instances and for new instances. The original URLs continue to work on your existing service instances for at least one year, until December 2020.

New network and data security features
: Support for the following new network and data security features is now available:



* Support for private network endpoints

Users of Premium plans can create private network endpoints to connect to the Text to Speech service over a private network. Connections to private network endpoints do not require public internet access. For more information, see [Public and private network endpoints](https://cloud.ibm.com/docs/text-to-speech/?topic=watson-public-private-endpoints).
* Support for data encryption with customer-managed keys

Users of new Premium and Dedicated instances can integrate IBM® Key Protect for IBM Cloud® with the Text to Speech service to encrypt your data and manage encryption keys. For more information, see [Protecting sensitive information in your Watson service](https://cloud.ibm.com/docs/watson?topic=watson-keyservice).







 12 November 2019 

New Seoul location now available
: The Text to Speech service is now available in the IBM Cloud Seoul location (kr-seo). As with other locations, the IBM Cloud location uses token-based IAM authentication. All new service instances that you create in this location use IAM authentication.





 1 October 2019 

New US HIPAA support for Premium plans in Washington, DC, location
: US HIPAA support is available for Premium plans that are hosted in the Washington, DC, location and are created on or after 1 April 2019.
![0_ti_146001191_Ver_2_mid_fea53802-d42a-477a-a168-1332f94d96df_sid_cca51480229211eeac887b94c5a6c542_vid_cca50460229211ee874f7dc32b9b9a8d_vids_0_msclkid_N_pi_918639831_lg_en-US_sw_3840_sh_2160_sc_30_nwd_1_tl_FAQs_20for_20HTTPS_20_7C_20IBM_20Cloud_20Docs_p_https_3A_2F_2Fcloud.ibm.com_2Fdocs_2FCDN_3Ftopic_3DCDN-faq-for-https_r_lt_793_evt_pageLoad_sv_1_rn_813291](https://bat.bing.com/action/0?ti=146001191&Ver=2&mid=fea53802-d42a-477a-a168-1332f94d96df&sid=cca51480229211eeac887b94c5a6c542&vid=cca50460229211ee874f7dc32b9b9a8d&vids=0&msclkid=N&pi=918639831&lg=en-US&sw=3840&sh=2160&sc=30&nwd=1&tl=FAQs%20for%20HTTPS%20%7C%20IBM%20Cloud%20Docs&p=https%3A%2F%2Fcloud.ibm.com%2Fdocs%2FCDN%3Ftopic%3DCDN-faq-for-https&r=&lt=793&evt=pageLoad&sv=1&rn=813291)
wss://api.us-south.speech-to-text.watson.cloud.ibm.com/instances/6bbda3b3-d572-45e1-8c54-22d6ed9e52c2



For more information about the URLs, see the [API & SDK reference](https://cloud.ibm.com/apidocs/speech-to-text/speech-to-textservice-endpoint).

These URLs do not constitute a breaking change. The new URLs work for both your existing service instances and for new instances. The original URLs continue to work on your existing service instances for at least one year, until December 2020.

New network and data security features available
: Support for the following new network and data security features is now available:



* Support for private network endpoints

Users of Premium plans can create private network endpoints to connect to the Speech to Text service over a private network. Connections to private network endpoints do not require public internet access. For more information, see [Public and private network endpoints](https://cloud.ibm.com/docs/text-to-speech/?topic=watson-public-private-endpoints).
* Support for data encryption with customer-managed keys

Users of new Premium and Dedicated instances can integrate IBM® Key Protect for IBM Cloud® with the Speech to Text service to encrypt your data and manage encryption keys. For more information, see [Protecting sensitive information in your Watson service](https://cloud.ibm.com/docs/watson?topic=watson-keyservice).







 10 December 2019 

New beta Netherlands Dutch models available
: The service now offers beta broadband and narrowband models for the Netherlands Dutch language:



* nl-NL_BroadbandModel
* nl-NL_NarrowbandModel



These language models support acoustic model customization. They do not support language model customization. Because they are beta, these models might not be ready for production use and are subject to change. They are initial offerings that are expected to improve in quality with time and usage.

For more information, see the following sections: